Missing items from purchase that arrived today.

[giftbox-online]

Hi all

Received a purchase earlier, 2 items that were in the photos and in the description are missing.  I contacted the seller, they advised that they have them and will send them out at their cost.  Then, did a complete 360 and say they're not going to, and if I have an issue to send the whole lot back and get a refund.  To add to this, they've said that if I don't send their item back "they have my billing address and will send the police as it's fraud"!!

Is there anything request wise Ebay can do, such as "item received not as described case"?  All i can see at the minute is to request a refund and send it all back, which I don't want to do as the rest is fine, I just want what they have admitted they've got, but are now refusing to send out.

thanks

[red_magpie]

What a foolish seller! Now they're going to have to refund you in full, and pay the postage both ways. Plus get an account defect from eBay of they argue. If they try to leave you "false positive" bad feedback you can ask eBay to remove this too, and they will be penalised for this too.

All you need to do is to open a case under eBay's money back guarantee, through the resolution centre (see foot of page). To qualify, you must have paid through eBay's checkout, using PayPal or PayPal Credit, a credit card, debit card, Google Pay or Apple Pay.

A case must be opened within 30 days after the actual (or latest estimated) delivery date, or, if the seller's return window is longer, within their return window. The seller is allowed 3 business days in which to respond. After that, the option will appear for you to escalate the case, if necessary, for eBay to step in and help. This option remains available for 21 days from the date the case was opened.

Don't get into any arguments with them, let eBay handle it. If the seller wishes the item to be returned, eBay will enable them to send you a prepaid return label (for returns within the UK only). Once returned, eBay will process your refund.

If the seller doesn't respond or you're not happy with their response, escalate the case. Follow any instructions and time limits carefully, and don't agree to close the case until you have received your refund.

To read the full terms and conditions of eBay's money back guarantee, see: http://pages.ebay.co.uk/help/policies/money-back-guarantee.html