Return case put on hold

[sid34br]

Purchased an item (jacket) from an EU based seller via eBay.co.uk

Package was shipped quickly

Package was delivered a few days later.

On opening the package, it was quite obvious that the seller had sent me the wrong item.

seller sent me a jacket but was of a different brand than the one purchased (similar value, but not the item in the listing I purchased).

Contacted seller to start the returns process.

Sellers initial response was to deny the returns request, but later that day the seller did accept the return.

eBay showed as Return Accepted. Seller will provide label by Date.

No label received. I contacted eBay via callback and was informed that the case will be put on hold for 5 days. Will give the seller 5 more days to provide label. 

It is now showing the following in my account:

eBay Customer Support has placed the case on hold until Date 2025 to allow time to provide additional documentation. If we need additional information, we'll send you a request by email.

What does this mean for me? The seller in my opinion has already had several days to resolve this or provide a label. What is this extra time eBay are now giving the seller? 

[ed_58611]

Good morning @sid34br 

The seller has accepted the return, so the ball is in their court and you are covered - they have effectively acknowledged their fault.

They now need to provide a prepaid return label and this is probably what eBay are referring to as "additional documentation".

If after the allowed time period a label is yet to be forthcoming, have eBay call you back via the following link and explain the situation... mornings are best to get helpful advice from Dublin who are generally excellent.

https://www.ebay.co.uk/help/eua?id=5275&mkevt=1&mkpid

[sid34br]

Ah, I see. 

Thank you for this info.

Looks a though the seller has no indentation of cooperating & is adamant  that correct item was shipped.

Also says they have documented the packing/shipping process.
I can only assume they've taken some pics/video of correct packed item?

Very stressful for me, as it's not a small amount.

Can eBay not generate a label for me?

[lucy_farmer]

The seller has 'accepted the return' . They have to send you a label or a refund.

If the seller *doesn't* send you a returns label within a certain length of time, ebay will force the refund anyway. 

In that instance, you won't have to send the jacket back at all.

If you don't hear from the seller within the next few days, use the link that @ed_58611  has put up there and talk to CS.

Whatever you do, *don't* let the time run over the 30 days MBG period. (Then you will have lost...)

[sid34br]

Thank you for clarifying.

It's my first time with this process