Not receiving refund

[molly12008]

Hi 

I bought a coat from a seller from their Clothing outlet but it was too big so I returned it using their prepaid label and got certificate of posting. I didn't return it via EBay route as I don't have a printer so it looks as though it's still sold and not returned online.

I contacted company to say I knew the return had arrived and can i have my refund and provided tracking device details.  They said they would fast track the payment and money would clear soon. This was a week ago now.  I contacted 3 times now to ask for my money but they don't reply. I have no idea what to do. Surely this is theft. It seems disgraceful when the seller is supposed to be a reputable company and yet allow a clothing outlet to treat buyers in this way.  Can anyone tell me what to do and how on earth i tell eBay to open up a case after going round and round in circles with their so called helpful tips. I just need to contact them especially when it looks like item has been sold and not returned on my account.  Thanks 

Molly

[john1297576 · Accepted solution]

There is a set procedure for doing returns, and you did not follow it.

If the label was not the official label that you would have got through an Ebay case, then merely posting it and the tracking would have been scanned and added to the return.  If seller then does not refund you escalate to ebay.

As ebay know nothing about the return you can't escalate. You could try contacting ebay and ask them to add the tracking that you did use, but I don't know whether it would work or whether you have already let it time out.

Reading again, you haven't even opened a case, that is the first thing you should have done. Ebay cannot help unless you use their system in the first place. As you have to do this within 30 days you may be out of time already.

No Company should refund except through an ebay case.

[molly12008 · Accepted solution]

Hi

[molly12008 · Accepted solution]

Hi thank you for your help. I think you're absolutely right. I would have returned via ebay but have no printer or access to one due to lockdown. I completely understand that because of this ebay then wouldn't know I'd returned coat. I don't know why clothing outlet included prepaid lsbrl in parcel if this is not correct procedure. I'm not an ebay expert as you've probably gathered but am very grateful for your reply. I shall be more careful next time. As it goes I had a reply THIS morning from conpany plus refund so your reply must have brought me some good luck, along with the 3rd cross email I'd sent them!! Thank again 👍