phone purchased not as described

[gadgetsforless96]

I’m reaching out regarding an ongoing return issue with a recent purchase. I bought a phone from a seller, but after receiving it, I discovered a scratch on the screen that wasn’t disclosed in the item description. I immediately contacted the seller to address the issue, but the communication has become increasingly difficult.

Initially, the seller stated they were unaware of the scratch, and later, they claimed there was no scratch at all. Despite these conflicting statements, I proceeded with the return process and followed the seller’s instructions. However, the seller is now accusing me of scratching the phone or tampering with it, which is not the case. I only applied the provided case and screen protector after noticing the scratch, as part of my standard process when handling phones.

The seller has now refused to acknowledge the issue and has made several claims about my intentions and actions that I find unfair and untrue. They also stated that they feel “pressured” and “intimidated,” even though all of our communication has been through eBay’s messaging system, and I’ve been respectful in my approach.

I would like to request your assistance in resolving this matter. I have followed all proper procedures, and I would appreciate it if you could review the situation and guide me on the next steps. I am seeking a fair resolution, and I would like to ensure that this return is processed smoothly.

Thank you for your help and attention to this matter 

anyone have a similar experience they also said they recorded the packing of the handset which i requested but there response to that was its for personal purposes i have returned the handset it was received back today  and lets see 

[m25jet]

When you agreed to return the phone to the seller, was this agreement reached via an eBay Item Not As Described case?  If it was then if the seller proves to be uncooperative go back to the case details four working days from the date that you opened the case and you ought to see a blue button to click on which gives you the option to escalate the case to eBay (this blue button will not be present prior to this time).  Click on the blue button and a white box will appear on the screen, in which you can type some supporting information as to why you are escalating the case to eBay.  You can also upload photos to the case in order to further strengthen your case and prove that you are telling the truth with regards to the screen being scratched; however, when you take the photos you should try taking shots from a number of different angles in order to ensure that you get some shots which show the scratch on the glass quite clearly.  Once you have these select the best ones and upload them to the case.  In the vast majority of cases eBay tend to side with the buyer if he or she ends up having to escalate the case to eBay, so even if you do end up having to escalate the case to eBay in order to get them to make a final decision upon the matter you should end up with a total refund, regardless of whether the seller agrees with the decision or not.

In the event that you sent the phone back to the seller without opening an eBay Item Not As Described case then eBay will want nothing to do with the matter.  If this is what has happened then your best option is to contact your card provider and start a chargeback.  You have a maximum of one hundred and twenty days from the date of purchase during which to do this, so if you did end up sending the phone back to the seller without opening an eBay Item Not Received case you should still be able to secure a total refund if you were to use this method to get your money back.

[gadgetsforless96]

hi 

i opened the not as described return dispute the next working day but reported the scratch to the seller within 10 minutes of receiving the handset to which they first said "I was unaware of a scratch " to then say "there was no scratch when i sent it " 

they provided the return label and they have received the handset back today 

its like a point blank denial 

like if im putting in a £600 investment into the item im not going to purposely tamper with and if it really was a change of mind which they claim is what has gone on i would have purchased from an outlet that accepted returns 

i uploaded clear full on images of the scratch on the display which can only be seen at an angle rather than front on which i also took a photo of and put a description to say the front on photos hid the scratch from viewing unless the handset is tilted to an angle to see the scratch 

thank you for the response btw i appreciate it 🙂

[m25jet · Accepted solution]

Given what you've just said in your latest response on this thread I'm absolutely certain that you'll win the case, especially if the tracking on the eBay Returns Label proves attempted or successful delivery of the phone back to the seller.  The seller can make as many claims as he or she wants along the lines of "There was no scratch on the phone when I sent it", but the fact of the matter is that if you've opened an Item Not As Described case and have also provided photographic evidence which shows the damage to the screen quite clearly then there is no way on Earth that eBay will decide the case in the seller's favour.  Just don't forget to escalate the case to eBay after four working days if the seller point blank refuses to refund your money voluntarily - if you leave it for longer than thirty days from the date that you opened the case then it will automatically time out and close on you, in which case you would not be able to open another eBay case in relation to the same transaction.

[gadgetsforless96]

thank you very much its just annoying when such things take place

but i am glad and certain now with the way i have gone about things and the way you have broken things down for me to understand that i have no worry 

many thanks for taking the time out and responding to my thread 🤛