damaged goods

[zoejadep]

Purchased an item which arrived damaged, I’ve sent messages and photos to seller who’s communication has been horrendous how do I get a refund as all the ebay help pages seem to be sending me round in circles.

[fargvs · Accepted solution]

No need for any more messages or photos ... instead >

Using a PC/Laptop,  open a formal 'Not as described' (damaged) eBay case within 30 days from delivery which the seller cannot ignore ... UK Seller (or eBay) will supply a prepaid return label ... follow instructions carefully, escalate to eBay when allowed (usually on 4th. day) and continue to completion for a full refund ...see >>

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

https://pages.ebay.co.uk/ebay-money-back-guarantee/index.html

[thedemon2014]

eBay provide buyers with the tools to resolve a situation where the item is not as described (damaged). The Resolution Centre:

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

When did you receive the item? If the date today is still within 30 days of receiving the item, you can open an ‘I received an item that does not match the seller’s description’ case in the Resolution Centre.

Follow the instructions carefully and escalate to eBay after 4-20 business days after opening the case if refund not started in the meantime. eBay will force a full refund. If they want the item back the seller may send you a prepaid fully tracked address label to use to send the item back. Add the postage tracking into the case details to prove you have sent the item back.

If it is too late for an eBay case you can open a similar case in PayPal. You have 180 days (about 6 months) to open a case there. Escalate it after day 2 and before day 20 if refund not started in the meantime. You may have to pay to send the item back though.

https://www.paypal.com/uk/smarthelp/home