Ebay money back guarantee

[bodgepip]

I purchased a garden sauna on 16th June from an ebay seller without any previous ratings. I was apprehensive and checked with Ebay if I would be covered if anything were to go wrong with the sale.They assured me I would be. I paid £930 and I received an empty envelope with a tracking number the next day. A few days later the sauna was marked as delivered with the tracking number from the empy envelope. I immediately opened a case against the seller and contacted Ebay by phone. The representative told me to close the 'item not received' case and open a 'return for a refund case' instead. Then I had to wait for 3 days for the seller to respond. He didn't so I called Ebay again. This time I was told to close the 'return for a refund' case and contact Royal Mail for proof of receiving this empty envelope. I was also told in order to get a refund I would have to open a case through Action Fraud Uk. I did this and emailed a photo of the empty envelope with tracking number to Ebay. 3 days later I get an email back to say once a case has been closed it cannot be reopened! I called Ebay again stating that I was advised to close the case by an Ebay representative. They said they would listen to the recordings of the phone call and get back to me within 72 hours. 5 days have passed and nothing. I called Ebay again, to be told again that the case cannot be opened because I closed it. This time they suggested I claim the money via my credit card provider. It is blatantly obvious that this seller scammed me out of £930 and yet Ebay is doing nothing at all to support me. I asked an Ebay representative what the complaints procedure was and she tried to tell me there is no way to complain. Sureley that is not the case? Does anyone know how I can proceed?

[plpmr]

Adding to thedemon2014 advice -

“This time I was told to close the 'return for a refund' case and contact Royal Mail for proof of receiving this empty envelope. I was also told in order to get a refund I would have to open a case through Action Fraud Uk”

There's no such conditions in the eBay money back guarantee.

CS have been known to say any thing to get people off the phone and think, how could RM provide proof that you had received an empty envelope?

[thedemon2014]

You seem to have gone about resolving your issue the wrong and somewhat complicated way.

If you receive a wrong item (an empty package), eBay gives you the tools to resolve your issue. The Resolution Centre:

https://resolutioncentre.ebay.co.uk/

The process is entirely automatic, and there is no need to call eBay.

What you should have done is to open a case for, I want to return my item/Doesn’t match the description or photos.

If not refunded in the meantime escalate the case to eBay on days 3-20 for a full refund.

That usually results in a full refund.

There is anecdotal evidence that eBay CS sometimes give wrong/conflicting information perhaps because their first language is not English, and they read from a crib sheet of prepared statements, without fully understanding your issue.

If the case in eBay is now closed you cannot open another one but you can open a similar case in PayPal.

Escalate to PayPal on day 2-20 for a full refund if necessary.

https://www.paypal.com/uk/smarthelp/home

If the seller is a business seller, then Trading Standards or Citizens advice may help you.

As a last resort, your card provider may help you if you paid by card.