seller refused to address my issue with item and now won't issue refund

[deejayrblue]

I bought sun cream which the seller stated was 'ideal for sensitive skin'. It was sent without box or written information about ingredients etc, just a bit of cellotape holding the cap on.  I was concerned it might not even be new.  The only information on the tube was that it was suitable for 'sun-sensitive skin'  which is not the same thing as hypoallergenic, which her posting inferred.  When I messaged her outlining my concerns she just said it was how she always sent her items, to keep postage low, and anyway, usage instructions were on the tube.  To cut a long story short, she refused to acknowledge that there were health and safety issues involved.  She did say she would issue me a refund on return of the item though.  I accordinly sent it back, with photographic evidence of how it was packed and my covering letter, envelope with the name and address details she provided and the post office proof of posting.  A week later when I enquired, she said she had not received it.  And that is the last I've heard.  She has not responded to several enquiries I have made since, asking if she has received it, and I have received no refund.  I don't know what else to do now.  I have tried asking ebay to step in but keep revolving in circles through their procedure algorithms.  It's not so much the money involved (less than £10 in all) as the dishonesty of the seller and how difficult Ebay makes their resolution procedure.  I've invested so much time in trying to get some satisfaction that I don't want to give up now.  Apart from anything else, I don't think the seller should get away with such behaviour.  Has anyone any ideas/advice please.

[john1297576 · Accepted solution]

Is it a Business Seller?  Do you think it is wise to buy this sort of produce on ebay?

If you are in time open a NOT AS DESCRIBED CASE, the seller would normally have to provide a reply paid label, but as you did not read the Money Back Guarantee which is on every listing, you will have to enter tracking yourself (or ask ebay to add it). With proof of delivery you can then escalate to ebay to take over and refund.

Buying in a PROPER Chemists Shop the Pharmacist would be able to advise. Far too many PRIVATE sellers think it is ok to sell this sort of product  on ebay and far too many buyers think it is ok to buy. Could be anything you receive with very little comeback if things go wrong.

[fargvs]

A  DIY return arranged through messages usually does not work and cannot be enforced ... should have been >>

a Formal 'Not as described' eBay case opened within 30 days from item delivery date, Seller issues a prepaid addressed return label ... you enter tracking details, escalate to eBay on 4th. day and continue to completion ... if you haven't already done so, open a case now using your Post Office receipt 16 digit reference number ?... ignore any Seller promises  >

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

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

[deejayrblue]

Thanks very much. I've learned a lot from this experience.

[redwick1]

There was no need for any of your problem

If an item is not as described then you open a not as described dispute

You were covered by the ebay money back guarantee

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

Escalate it after a full 3 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

If in time then open it now and put on the tracking and if it shows Delivered then you get your money back

If you are out of time of fail on ebay and you paid by paypal then try opening the dispute there

YOu put the tracking in and escalate as soon as you can.