Unable to contact seller re. a return

[andrew_cooper]

Hi, I'm attempting to respond to a seller who has agreed to a return but when I try to message him via the return pages I repeatedly get a message "Oops. Something went wrong. Please try again later" in spite of the fact that I've entered the correct item number.  I've tried this over two days and get the same message. The item was a fake and the original listing has been removed so perhaps this explains the message. 

I tried to send a message directly to the seller without using the return page but this was not allowed. The seller had asked me for my paypal email address so he could send me the cost of the return postage presumably because the system assumed my message was in connection with a sale outside ebay. 

So I'm now left unable to contact the seller to arrange payment of the return postage (to China). 

I've used ebay for many years and have never had a problem like this so would be grateful for any help from the community. 

Thanks in advance.

[roger_roger_over_and_nowt]

"So I'm now left unable to contact the seller to arrange payment of the return postage (to China)."

Sounds like seller is stringing you along.You might have to turn to your payment provider or request a callback via the help and contact link at bottom of most pages.

[tressygirl]

@andrew_cooper  wrote:

I tried to send a message directly to the seller without using the return page but this was not allowed. The seller had asked me for my paypal email address so he could send me the cost of the return postage presumably because the system assumed my message was in connection with a sale outside ebay. 

They are stringing you along ignore all their pleas and excuses!

I've gone through exactly the same by purchasing an item in error, my bad I didn't check the seller's registration from a Chinese seller.

Couple of things here.  Check the item's location if it states a UK location,  then don't be fobbed off that it goes back to China,  it doesn't it goes back to the UK location,  send the seller a polite message to send asap the appropirate postage label for the UK,  for the return of their item.  This is important,  because I feel you'll need to contact Customer Services like I had to later.

I too was asked for my PayPal details,  umm no again,  send a polite message this is not in eBay rules, it's not needed,  ask again for a label they need to pay for.

I waited over 6 days and the option to escalate did not appear.  I had no label, and no refund, and no escalation option !

I'm thinking if a seller sends a Chinese address for some reason it fools the system thinking a label is sent and the option to escalate does not appear.

I contacted CS they viewed the case,  viewed all the messages, and refunded me and closed the case telling me I could keep the item, I kindly informed them the item's new home is my bin.

Disappointingly I received a discretionary refund,  meaning eBay repaid me,  and they told me the seller gets to keep my money too!  The seller after all was selling in their thousands.  

You may well experience the above certainly seems to be heading that way , in which case you may well need Customer Services later.

The easiest and quickest way to contact Customer Services is through this link, for a Call Back .

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

On weekdays lines open between 8 a.m. and 10 p.m. - 6 p.m.

Weekends lines open between 9 a.m. to 6p.m.

 @andrew_cooper 

[m25jet]

You don't say how long ago this transaction took place, but if it's been more than thirty days then eBay won't want to get involved, as you won't be covered by the eBay Money Back Guarantee after that point.  In that case if you paid for the item using a credit or debit card contact your card provider and start a chargeback.  You had one hundred and twenty days from the date of payment during which to do this, so as long as you start the chargeback within that timeframe you should stand a decent chance of your money being refunded in full.

[andrew_cooper]

Thanks great, many thanks for your time and help!  It's a matter of principle as much as anything else but *I I would like my £20 back! Andrew

[andrew_cooper]

He certainly is stringing me along - I don't want to bore everyone with all the details but he made a number of attempts to fob me off. Many thanks for replying.  Andrew

[myriad*seller]

Was the item delivered more than 30 days ago?

If so your case won't ever be able to be escalated and you won't be able to force the seller to refund you so you would need to do a chargeback via your card issuer.