returning a faulty item

[alandaco]

I filled out a request to return a faulty item, I had a reply from the seller saying they were dealing with the situation and I then asked for an update and got another reply saying "please do not worry, we are dealing with your request". 5 days later and I still haven't heard anything and it feels like they are delaying any action so that it passes the 30 day return limit. If I go back to "Return item", I have to start from scratch. What should I do?.

[*guinevere* · Accepted solution]

If you opened the correct case you shoud have the option to escalate now, for ebay to step in.

The seller has 3 days to send you a return label, and if they haven't, escalate.

From their reply I take it your seller is in China? If so, it makes it a little more complicated. They cannot send you a postage label so when you escalate ebay may decide to refund you without returning.

[alandaco · Accepted solution]

many thanks, this was most helpful and it helped resolve the situation.