How do I get a refund?

[sina7077]

I purchased an item that was faulty and not as described. I initiated a refund with the agreement of the seller. Ebay then claimed I would receive this refund by early October, I have still not received it yet. I have contacted the seller more than once, each time they say they are intiiating the refund,and send a screenshot, as evidenced by the first line I have not received this refund in any of these cases.

I am unable to find a number for Ebay, so what I would like to ask is how can I actually get my money back?

[fargvs · Accepted solution]

Did you open a formal eBay case ?.   

Open an 'Item not as described' case within 30 days from delivery, escalate within 3 to 8 days and follow the instructions carefully through to completion for a refund ... ( Check PayPal as funds are returned to the source of payment), then repurchase ... Seller (or eBay) should supply a pre-paid return label ... ignore any seller promises or requests to close the case >

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

[sina7077 · Accepted solution]

Hi,

Thanks for the reply.

I informed Ebay that it was not as described which initiated the return process, then they said the refund would arrive in 3-5 days. It didn't. After speaking with the seller who claims they have been attempting to send the refund, and receiving Paypal messages that the money will arrive by a certain date (which it doesn't) it has nearly been a month since the initial date.

Today I couldn't find any option to escalate the matter, so i just clicked appeal decision to send Ebay the message regarding the situation, however, I have no idea if that has gone through.

Is there anything else I can do?

[papso22 · Accepted solution]

If you returned it tracked and can prove it's been received by the seller, open a case in PayPal. I think your eBay case will have closed.

[sina7077 · Accepted solution]

I returned it tracked, and have a receipt, I didn't pay through Paypal however, my payment method was through a debit card. It is the seller who has apparently been trying to return the money through their Paypal.

Will this affect whether I can escalate a refund, and could I still appeal through Paypal if it wasn't my payment method?

[papso22 · Accepted solution]

If you paid through eBay checkout then PayPal may have still processed your payment and you should be able to open a case. The move of some sellers to managed payments complicates things though.

[sina7077 · Accepted solution]

Thanks.

Is there an option on ebay to open the case on PayPal, or do I have to make a PayPal account?

[papso22 · Accepted solution]

If you don't have a paypal account you will need to contact PayPal.

[sina7077 · Accepted solution]

Hi I called Paypal and they told me they cannot get the money if it is not in the merchant's bank account, and then said I have to wait a further amount of days, and that the previous times failed because the money was not in the merchant's account, I asked them what would happen with this current refund if there was the same situation, and they basically fobbed me off saying that I have to contact the seller for the refund (as if a seller who has probably purposely failed about three previous refund attempts wants to honesty refund me the money).

Is there absolutely no other recourse now?

(If I'm being honest, If I ever actually manage to get a refund, I will probably never use the website again due to this)

[sina7077 · Accepted solution]

For anyone else with this issue, I have just gone onto the Livechat (it is in the chat with us section at the bottom of the page) this  should hopefully be the route to the page: Home-->Help-->Buying-->Resolving Buying Problems-->Ask eBay to step in and help for buyers.

I then explained my situation and they claimed that they will now rule the dispute in my favour.

So I should hopefully get my refund (I think through the ebay moneyback guarantee) in near a week.

They also said this was the ebay contact number in the chat:+0800 358 6551

If not, I will try again and try to keep you updated.