problem with a return

[ormelittle]

I bought a book which was quite badly damaged on receipt. I immediately started the process for a refund. This was acknowledged by eBay.

I then checked the envelope which was also damaged in the same place. As this would appear to have been caused during the postal service,

I cancelled the refund process. This too was acknpwledged by eBay. It seemed the fair thing to do.

Then I messaged the seller asking what they wanted me to do. As there was no reply after a week I contacted them again. Still no reply.

I do not want a damaged book, but cannot get a response from the seller, and it's impossible to restart the return process by eBay. All attempts

go round and round in a circle once I cancelled the original return process.

It's not the amount of money involved - but the principle. I've used the seller previously, but will not again if they don't care about a small customer.

Does anyone have any idea as to how I can get some satisfaction??

Thanks.

[tobiasd4 · Accepted solution]

Why did you cancel the refund?

If parcel was damaged, not your concern, up to seller to sort with RM.

You should have carried on with case, seller supplies returns label, you post back for refund.

You can still open paypal case for not as described, but will have to pay tracked postage yourself, escalate 2 - 20 days later,

DO NOT close until resolved.

[ormelittle · Accepted solution]

Thanks both. Yes, as soon as I'd cancelled the refund I knew I shouldn't have!.
Lesson learned.

[tressygirl]

Nooo,  you should not have cancelled  / closed that case,  you cannot open another with eBay.  If the packaging was torn causing the damage to the book,  yes Royal Mail or the postal service used  caused this,  but had the seller added adequate packaging the book would not have been damaged.  End of the day it was the seller's fault.

You can open a case with Paypal,  but here unfortunately you have to pay for that fully tracked return postage,  with eBay the seller would have paid.  Paypal  also take far longer to investigate these matters before refunding.