When BNWT is *not* BNWT

[bigspender2001]

Hi

I bought a polo shirt by auction and received it yesterday. It was clearly descibed as 'BNWT' in the title and describes the item as being new and unworn. However it clearly has been worn (shows minor but very clear bobbling around sleeve cuffs and collar) and had a small hole on one of the shoulders. I tried to contact the seller yesterday but he doesn't seem to be responding. How long do I need to give him to respond? Where do I go from here?

Thanks.

[plpmr · Accepted solution]

Waste no more time, open en item not as described case -

https://resolutioncentre.ebay.co.uk/

[bigspender2001 · Accepted solution]

Thanks for your response.
I tried your link but I don't seem to get very far. Just as far as:
"We're sorry you're not satisfied with your purchase. If you'd like to return the item, please contact your seller. If there's an issue with the item you've received, you can check what's covered under the eBay Money Back Guarantee."
I've noticed (wish I'd paid attention sooner) that the seller doesn't accept returns. Which would be fair if I had changed my mind - but does this still apply if the item is damaged and not as described?

[fargvs · Accepted solution]

Try > https://resolutioncentre.ebay.co.uk/ >>> 'I received an item that does not match the seller's description' .... follow instructions carefully ... escalate case 9 days later for eBay to take over. Do not close the case until resolved ... you only get one chance. Seller is 'contacted' by case opening.

[john1297576]

As a seller cannot/should not refund except through a case, contacting the seller is a waste of time, except to just advise of the problem and that you will be opening a case.

A seller who just refunds still has to pay the selling fee and gets a Defect.

[arkwebus]

It does not matter whether the seller "accepts returns"  - this is a case for "not as described". Follow the advice of @fargvs and open the case.  Do not bother contacting the seller. Opening the case notifies him and eBay.

The seller should respond by sending a return label and when you send back he shall refund. If he refuses the case then eBay should step in and refund you. If he does nothing then - for the same result - escalate the case. 

Do not get into discussion with the seller. If he were to refund you without using the case he would get a defect

I know, I know - silly!

@bigspender2001 

[bigspender2001]

Thanks for all your replies.
So, I spoke to Ebay last week (after the community chat). They told me that it wasn't a problem and that they would raise a ticket and I should soon receive a return postage label to get the ball rolling. This didn't happen (I gave them a week). So I chatted online to Ebay yesterday. They now say I need to resolve this through PayPal - which I did. So my message was sent to the seller (via paypal resolution) and this time I did get a response - but he says that I should post the parcel back to him then he will refund. Is this really how it works? How can I trust that he'll keep his word? And isn't the return postage the responsibility of the seller?
I'm really confused now and don't know what to do. What do you suggest?

[tobiasd4]

You should have escalated ebay case & seller would have to provide returns label or refund.
Paypal case, you have to pay return tracked postage (seller does not have to refund this), make sure add tracking to case & escalate ASAP after tracking shows delivered.
Paypal used to offer a free returns label, but you need to speak to them to ask.

[bigspender2001]

I thought that's what I did. I followed the link from the original reply to this question then Ebay called me. It's only when I spoke to them yesterday that they said I needed to go through Paypal to sort it out. I'm getting conflicted messages from them - I guess it's easier for them to pass the buck to paypal.

[arkwebus]

Oh dear. 

Your last sentence may be more true than you think. 

I do not know why though you thought that you needed to "speak to eBay".  As advised by @fargvs  and earlier by me the matter is in your hands. 

You open a not as described case in the resolution centre [link below].  If the seller sends you a label then - well and good - you send the item back and he refunds. If he does nothing [and does not send the label] then afterr 8 full days you escalate the case [through the case asking eBay to step in] and they will refund.  Paypal does not enter into it save that the money passes through Paypal

Unless you have run out of time - probably not -  [and have opened the case] then the system should still be in place.   After 8 full days from opening the case the option to esclate will appear.

@bigspender2001   @plpmr