We bought a printer from a private seller and collected it personally as it was big and heavy. Turned out when tested to have a fault, sold as perfect working order just in need of a head clean. After cleaning heads discovered it would not clear. I contacted the buyer to discuss, but he didn't reply, so requested to return it for a refund. Ebay said seller should provide a return label, he didn't do so and said they had told him we were responsible for returning it. Throughout this I haven't had much help from Ebay other than to just keep saying wait for the seller to deal with it.
After several days of messing around, we got him to agree to be in to take personal delivery of the item. My partner returned it, took a photo next to his house name, and we uploaded that to chat as advised by ebay. The seller then took the printer from him and said he would sort the refund.
I contacted him asking for the refund to be dealt with, and didn't hear back. Now the return has been closed by ebay, as the seller has opened a case saying we claimed to have returned the item but he hasn't received it. The case is suspended and I can no longer contact ebay, they haven't come back to us for any more information, or given us any information about how the seller has claimed we didn't return an item we have a dated and geo-stamped photo of in front of his house. They have said they will make a decision by 3rd August. I feel like the buyer protection I paid for counts for nothing, and the seller is the only one they have taken any action for.
Is this normal and are there other steps we can take? Considering reporting to the police or Action Fraud but not sure whether to wait to see what Ebay do next first?
