case

[piscesshell]

Hi i am trying to open a case against a seller,i bought a hi vis off them and it is in poor condition,i have messaged them 4 times for a refund and for me to return the item,they are not answering my emails so how do i open a case please?

[redwick1]

You dont need to keep messaging the seller just open the dispute

Open a not as described dispute at the bottom of the page under Resolution Centre.

Escalate it after a full 8 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

http://pages.ebay.co.uk/ebay-money-back-guarantee/

You are also covered by the paypal money back guarantee 

If you fail on ebay then you open the dispute in paypal and escalate it as soon as you can but within 20 day

[piscesshell]

i have already done that earlier i clicked i wanted to return...now its showing case has been refunded all in green,which it hasnt been refunded...i closed the case thinking i had pressed the wrong option now there is no other option to press?

[piscesshell]

i can see i have closed the case by accident,how do i reopen it please? and thankyou for helping me.

[redwick1]

You are welcome

If you have closed the case even by mistake you can not open another one on ebay

Open the dispute in paypal

There may be the option to sign into getting your return postage paid
Check before opening the dispute

[piscesshell]

thankyou and sorry for the questions but how do i find the paypal dispute?

[redwick1]

No problem
Sign into your paypal account and there is a link on the original payment to open a dispute

[captain*obvious]

Sign up to returns on us before opening a PayPal dispute

https://www.paypal.com/uk/webapps/mpp/refunded-returns

[piscesshell]

Thankyou all done,also could you help with another problem please? i bought a throw from a seller on the 14th of sep2019 but did not recieve it,i dont know how to get a refund through paypal because the seller is not registered on ebay anymore?

[redwick1]

Just open the dispute for not received the same way as you did for the not as described dispute only Not received
You have 180 days to open the dispute there
It makes no difference that the seller is not registered on ebay anymore

If they dont have tracking showing Delivered you will get your money back

Just for future reference do not leave it so long and open disputes a few days after the latest estimated day of delivery on the listing to make sure you get things sortedout quickly
You can open disputes in paypal up to 30 days

[piscesshell]

i dont know where the option is?

[piscesshell]

i have clicked on that date on paypal but there is no transaction for it?

[redwick1]

You go to the original payment you made for the item you did not receive and click on it
The option to open the dispute is on that page
On my paypal it says Report a problem and when you click on that and then I have not received my item

[piscesshell]

do i click on the picture or click view order details? really not seeing much on it

[redwick1]

Picture?.

Are you signed into your paypal account not ebay.

There will be infomation on the payment but no picture
Lower down the page it says Report a problem
You click on that

[tressygirl]

Don't click on the item , log into your Paypal account and on the left you will see Resolve a Problem, click on that. Open the relevant case from there.

Probably advisable to use a laptop / PC / browser, not IE to manage this, as sometimes the ebay app is sadly lacking in all functions on ones account! @piscesshell 

[piscesshell]

I am on my paypal and there is no record of the item...i am on a netbook and there is no option that says resolve a problem? really appreciate you both helping me.

[tressygirl]

You correctly messaged the seller first to try and resolve the problem,  as they are not being helpful go now to the Resolution Centre,  link at bottom of most pages.

Open a case for item not as described.  If the seller wants their item back first they pay for that returned tracked postage.  Escalate on days 9 - 21 if not refunded beforehand,  or after 48 hours from posting the item,  it must be tracked.

Do not close the case early before it is fully resolved,  another cannot be opened with eBay,  abd do not forget to escalate.