Received the wrong item

[beccaw7913]

I received the wrong item and contacted the seller to ask if they'll exchange but they haven't responded.

On the tracker the item shows as undelivered.

There doesn't seem to be an option to report an incorrect item.

Not sure how to proceed 

[red_magpie · Accepted solution]

When you receive an item that doesn't match the description you need to open a case under eBay's money back guarantee, through the resolution centre: https://resolutioncentre.ebay.co.uk/

To qualify, you must have paid through eBay's checkout and open a case within 30 days after the actual delivery date or, if no tracking information is available, of the 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.

If the seller wishes the item to be returned, eBay will enable them to send you a prepaid return label (provided the item location was stated to be in the UK). Once returned, eBay will process your refund.

If the seller doesn't reply 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 learn about eBay's money back guarantee, see: https://pages.ebay.co.uk/ebay-money-back-guarantee/