Wrong Items Sent & Slow Response To Messages

[jimbob036]

Hello, I've had a few cases recently where the seller has sent me the wrong item!  There doesn't seem to be an option anymore to report 'wrong item sent', the only alternative seems to be 'Item not received', and even that's not always available.  Anyway, when this happens I always message the seller, but they are often very slow to respond!  So I can end up waiting days or weeks for my item.  Usually, they don't need me to send the incorrect item back, if it's a low cost article.  But it does seem that a lot of sellers have got quite sloppy recently!  Has anyone else noticed this?  

[**peaseblossom**]

You need to open "not as described" returns within 30 days of delivery.   So you start that on here:
https://www.ebay.co.uk/help/buying/returns-refunds/return-item-refund?id=4041
select "Doesn't match description" and escalate it to eBay after 3 complete working days. 

[m25jet]

In addition to the advice that you have already been given, take at least one photograph of the item you received and upload it to the case to show that the item that the seller sent you does not match the item that was listed in the advertisement.  That way if you do need to escalate the case to eBay, then once they read the case details and see the shots that you included which make it clear that the item you were sent is completely different from the item that is shown in the seller's listing, it ought to give you a far stronger chance of winning the case and securing a total refund. 

[jimbob036]

Ah, thanks!  

[jimbob036]

Thanks!  I don't really want a refund, though, I just want them to send the correct item to me!  

[m25jet]

@jimbob036 wrote:

Thanks!  I don't really want a refund, though, I just want them to send the correct item to me!  

Under those circumstances, when you open the case you should see a number of options presented to you.  Rather than selecting the option to indicate that you want a refund, select the option that says "I still want the item" and try to negotiate with the seller via the case so that you can hopefully get the item that you paid for.  If you're dealing with a decent seller then either he or she will just send out the correct item the second time, or alternatively the seller may provide you with an eBay Returns Label for you to use in order to return the item you received in error, then once they receive it back again they can despatch the item that you actually paid for and ought to have received in the first place.

In the event that the seller proves to be obstructive and it seems as though you've got no other option but to escalate the case to eBay then it may be necessary to just cut your losses and focus on getting your money back, but if you're dealing with a decent seller who seems focused on resolving the problem to your satisfaction so as to eliminate the risk that you'll feel compelled to get eBay involved, then it may well be the case that you can end up resolving the matter with the seller without even having to escalate the case to eBay.