I dont even understand why you ever spoke to ebay CS
you just open a not as described dispute at the bottom of the page under Resolution Centre.
Escalate it after a full 3 days of opening the dispute.
The seller needs to send a pre paid label for the return.
If they dont then ebay should when you escalate the dispute.
Make sure it goes back tracked and that the tracking is in the dispute.
You have 30 days from the day of delivery to open a dispute in ebay
Read up on the Ebay money back guarantee
https://www.ebay.co.uk/help/policies/ebay-money-back-guarantee-policy/ebay-money-back-guarantee-poli...
You are also covered by the paypal money back guarantee if you paid that way.
If you fail on ebay then you open the dispute in paypal and escalate it as soon as you can but within 20 day
