How to make a claim on eBay's money-back guarantee?

[ianthom1]

I returned an item to a seller because it was not as described.  The seller refused a return, so the order status is complete on eBay and I can't find a way to make a money-back claim.  Cannot find a phone number or e-mail to make contact with eBay.  Help, please!

[61stephenuk]

Dis you open a return case or item not as described case?

A private seller can refuse a straight return but all sellers have to accept a not as described.

With a Not as Described eBay supply a prepaid label and seller refunds within 3 days of delivery.

If eBay have closed the case there is nothing more they will do it cannot be reopened but if you paid via Paypal you can open a Not as Described case with them and enter the return tracking number then escalate for PayPal decision after 2 days and before 20.

[ianthom1]

I raised a 'doesn't fit' case and the seller refused return

[61stephenuk]

a 'doesn't fit' case is classed as buyers remorse and can be declined,open a case with Paypal https://www.paypal.com/uk/disputes/ for Item Not as Described but first sign up to Paypal returns on us https://www.paypal.com/uk/webapps/mpp/refunded-returns to get return postage refunded.Escalate the case with Paypal after 2days and before day 20

[arkwebus]

If I read your post correctly you sent the item back before you opened a case?

You should open a "not as described case" [not "a return"] and the seller [if in UK] will send a label to return and will then refund. This is supervised by eBay

@ianthom1 

[**peaseblossom**]

Select "I received an item that does not match the seller's description" on here:

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

and escalate it to eBay after 3 working days.

If the seller is in the UK ebay will require them to provide a return postage label so your returned item will have the wrong tracking number on it.   You will have to contact ebay and ask them to change it.

To contact ebay click on "eBay Help", top right of page (or from My eBay pages it's "Help & Contact", top left). Scroll down to "Contact Us" and click on that. Select a topic, the nearest or any topic. On the next page, on the lefthand side you should get links to "Have us call you" and "Chat with us".

[ianthom1]

Please read my post - the seller refused to accept a return - this has closed the matter and I cannot find a way to complain to eBay. Chatting to machine does not help - this scenario does not appear to be covered..