About a refund

[sukysue39]

Hi,got a bit of a problem I received an item that does not work the person I bought it off asked me if I could fix it,I said no as I could get the blame for breaking it I have got that message as proof. They have asked me to video clip it which I did and asked to send it by email which I did,now they are saying still need proof I have sent another message,they are now saying no video proof no refund company policy,it does not say anything about that when I bought it. I am now at a loss what do I do.

[tressygirl · Accepted solution]

They are using delaying tactics here,  no video or photographic proof is necessary to gain a full refund under eBay's 30 day Money Back Guarantee.

Open a case for item not as described now,  from the Resolution Centre.

https://resolutioncentre.ebay.co.uk

Escalate on day 4 if not refunded beforehand,  if the seller wants their item back first,  the case will enforce them to pay you for a fully tracked return postage.

Do not close the case early on any excuse or promise the seller may make,  and do not forget to escalate.

[**peaseblossom**]

As long as it's still within 30 days of delivery you don't need to send them anything.   You can just start a "not as described" return next to your order in Purchase History.  Then escalate after 3 business days to get a refund after return.  If the seller is in the UK ebay will require them to issue a paid-for postage label for you use.