Seller ignoring me

[pontoon756]

I bought some PJs, they arrived in terrible condition, badly worn with a huge 8cm seam tear.  I provided photos to the seller, she seemed concerned & agreed a refund if I return them.  I posted them back immediately, trusting her.  4 weeks later, she is ignoring me, ive tried numerous times to contact her.  I opened a case with eBay, it was hard as I had already posted the item.  I used the postage receipt as proof as I had trusted this seller & didn’t want to affect their ratings.

im afraid I’ve been had & eBay ignoring me too.  However, it still shows case pending.

id love to know my next steps please.

thank you

[tressygirl]

So you did open a case?  Did you enter that tracking number of the returned item?  It sounds like more than 8 days have passed so luckily,  if  the case is still opened,  go to it, and escalate,  then eBay step in and fully refund you.

When you open a case,  eBay do not ignore you,  the case is all automated,  no human contact,  but,  if you do nothing,  and do not escalate in time,  eBay think you have resolved the case with the seller,  and will close it,  another cannot be opened with eBay.

Photos never help in these cases,  as it cannot be proved that the actual item is the one being photographed.