Seller said would refund (no return required ) and still no refund issued

[kangatoo]

Hi,

Bought a new sealed item, which had essential parts missing. Seller offered refund if a replacement item. Opted for the refund (less mither.) Seller said would issue that day and to check my account to see the refund had been made. Thought this a little strange as eBay always confirms any transaction.

Not heard again from the seller despite me politely asking if they would confirm when they issued the refund.

How do I report to eBay please because my only option is the return for refund and I don't need to return it. Also the seller is located in UK but main address is China. I can't do anything else to ask them to respond now.

Thank you in advance for your time consideration in responding to this query - much appreciated.

[sml192 · Accepted solution]

It sounds as though the seller is trying to fob you off/run you out of time to open a dispute.  This is, unfortunately, quite common with Chinese sellers as they usually don't want the hassle of dealing with returns.

Reporting them to eBay won't get you a refund so you will need to open an 'Item not as described' return request provided you are still within 30 days of the date of delivery (Select 'Return this item' and then either 'Missing parts or pieces' or 'Doesn't match description or photos' as the reason). 

They cannot refuse an 'Item not as described' return request and will be required to either provide a prepaid return label or just refund in full or offer a partial refund.  If they send a prepaid return label then it needs to be for a UK address, as the item was originally sent from a UK address (you don't need to send it back to China).  If they don't provide a prepaid return label for a UK address or a refund within 3 business days of opening the request then escalate to eBay on day 4 and they will either provide a return label on the seller's behalf or just force the refund.  Whatever you do, don't close the request on the strength of any promise from the seller (another trick that Chinese sellers sometimes use).

If you are no longer within 30 days of the date of delivery and you funded the purchase with a debit or credit card then you have 120 days from date of purchase to file a chargeback with your card issuer. 

[m25jet]

In addition to the excellent advice already given by @sml192, if eBay end up deciding the case in your favour - which they probably will - then should you choose to leave the seller the appropriate negative feedback in relation to the transaction make sure that you avoid mentioning anything about having to open an eBay case in order to get your money back.  The reason I say this is because if you were to mention opening an eBay case then the seller could ask eBay to remove your feedback on the grounds that it breaches eBay policy relating to what can and cannot be said in feedback.  Under those circumstances eBay would more than likely agree to the seller's request and remove your feedback, which would defeat the purpose of leaving it in the first place.  Therefore, if you do decide to leave feedback, just say something along the lines of "Very disappointed with the item.  The seller was not at all helpful when contacted about the matter.  Avoid!"  Feedback along those lines doesn't breach any of eBay's feedback rules and therefore would end up stuck on the seller's feedback history forever to warn other potential buyers.

[kangatoo]

Thank you so much for both of the replies above. I greatly appreciate you taking the time to provide such thorough, concise and helpful information. 

[kangatoo]

Thank you very much for the additional advice on leaving feedback - that's well worth knowing.