item returned but not refunded, seller gone quiet

[sihe50]

My 11 year old son spent his hard saved pocket money on a figure and what we received was basically garbage in a box.

We returned it straight away and have seen confirmation that the item arrived back with them the day after we sent it. 

I probably didn't follow the proper ebay return flow of making  return as I have never done this before.

I told the seller that I had returned the item and would like a refund. He asked "May I ask if you applied for a return and sent the package back on eBay?"

I assumed he wanted me to officially apply for a return on ebay so I did this. 

He then asked for evidence that the package had been posted even though they had already received it.

I send receipts and tracking information to prove it.

Then he said  "You need to cancel the return request" then he could immediately refund us.

I cancelled the return request as he asked thinking maybe it was unnecessary as the item has already been returned.

Since then just silence.

I realize I handled this wrong and will be better at it in the future but does this guy just get away with it? He's probably just going to sell that broken figure to some other kid and ruin their day.

[tressygirl]

Noooo!!  You must Never close a case,  as another for the same item cannot be opened with eBay.

The seller knew full well what they were doing asking you to do this!.

No more messages to the seller,  just turn to your payment provider,  for help with your refund.

For any future purchases please remember where we are if there's anything to query  and before taking any action.

eBay's 30 day MBG policy is written on every listing, I've included it in the link below.  Familiarise yourself with the process,  it can save you a lot of time and money when buying on eBay.

https://pages.ebay.co.uk/ebay-money-back-guarantee/

@sihe50 

[lucy_farmer]

'Then he said  "You need to cancel the return request" then he could immediately refund us'

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I think you've been had 🙁

Now the request is cancelled, he has no need to refund you.

I would try to get hold of ebay via a 'call back' on the phone. If you're lucky (and do it first thing in the morning aboout 8.00am) you get to speak to somebody in Ireland. They have much more common-sense and seem to have more 'agency' to actually do something, than the people on the other side of the world...

Not sure how to get hold of a call back at the mo...?

I'll just call on somebody who usually knows!

@tressygirl 

[sihe50]

Thanks for the response. Yeah i figured this was my mistake. My scam defences have been low because it's been a while since the last time.

[tressygirl · Accepted solution]

Hi @lucy_farmer  🤗

The call back links still work,  that is you need to scroll down to the very bottom and click on Need More Help >. Contact Us.  Then,  there's a right rigmarole to confuse the AI bot to convince it to put you through to a live agent.  It will work,  but takes perseverance !

However,  I'm afraid @sihe50  contacting CS on this one is futile.  I'm sure they hear daily of buyers being asked to close cases and they'll only tell you another cannot be opened.

Your payment provider,  most give a 120 day claim timeframe, is the best bet to turn to now for your refund.

@sihe50