help....cannot seem to open a case....through resolution centre!!!

[bbd750]

here is my problem.........received incorrect item 30/04 have messaged seller through ebay 3 times plus 1 time via their private email but to date no reply!!!

tried to look into getting help through ebay....read about [open case] procedure by going through resolution centre...

it says go to resolution centre.....choose[ item does not match sellers description]......then click on continue and then sign in...click on item you have a problem with and then click [OPEN CASE] it says the next page to open will allow  input of info regarding problem and how your seller should help....after you complete this section it says press SEND....this i believe starts the [open case]....

now i may be missing something but here is my problem....

i go to resolution center,..... i choose item does not match description,.....i click on continue....i am not asked to sign in as i am in my ebay account already.......i click on the item i have a issue with......BUT HERE IS WHERE IT GOES WRONG.....resolution centre help info says...........i should now click  OPEN CASE which will then take me to a final page to give infomation regarding problem and how the seller should help....after this it says press SEND and case isopened.

what happens is i am taken to RETURN YOUR ITEM section and  after i click on the item i have a problem with....i am sent not to OPEN CASE but to  initiate a return procedure which granted will be needed in due course but i am trying to open a case due to no contact from seller over 8 days......am i missing something.....help please....bernard

[tressygirl · Accepted solution]

I have not opened a case for a very,  very,  long time so cannot remember the exact wording,  all I can do is explain the process see if that helps you.

From the Resolution Centre you open a case for item not as described.

That gives the seller 8 full days in which to send you a tracked return label if they want their item back, and 8 days to refund you.  Once the label is received,  you post the item,  tracking is automatically entered,  and that gives the seller then 5 days to refund you.

When the above timeframes  pass,  and there is no refund,  you escalate the case,  and eBay step in and fully refund you.

It seems you have go to the stage when a case is opened and sent,  so that now gives the 8 day timeframe for the seller to respond.

[bbd750 · Accepted solution]

thanks for your help.....did what you advised....only thing is ,after opening a case for item not as described and completing comments section i have been taken to a page which asked me to print a tracked label to send item back !!which i presume will be at my expense...instead of awaiting a tracked return label from the seller ...any advise will be appreciated

[bbd750 · Accepted solution]

hi bernard again,after more investigation it looks like the label i was asked to print is a prepaid return label...so just need to send it back asap when it is safe to go out and wait for a refund.....thanks for the help......bernard

[corred · Accepted solution]

@bbd750

You need to go post asap as these labels & cases are not open ended.....the seller will have been given a deadline to receive your return....generally about 10 days

[bbd750 · Accepted solution]

hi bernard again,yes send sooner rather than later ...ebay deadline has been extended due to covid-19 to 10/06/20....thankyou corred for advice

[tressygirl · Accepted solution]

Hi Bernard, remember it's not the actual time the seller receives the item but the time, it is counted from when you posted it! Otherwise the seller could say they never received it, or even refuse delivery, and refunds would never be achieved.  The seller receives an email from eBay to say the item has  been posted and they have  ** days in which to fully refund.

I understood it to be 5 days now, (that's an extended time it used to be 48 hours) from posting if no refund, in that time,
that escalation option should appear, keep checking, don't ovberlook that escalation. @bbd750