Broken item, seller asked me to cancel returns request.

[raccoons_rags]

I've been around eBay for a long old time and haven't come across this before.  An item arrived broken, so I started a return request, also politely contacting the seller as a courtesy.  Their reply was lengthy but here's part of it:

"... there is a problem here, our system is unable to process a replacement order if a dispute case remains open. It recognizes your payment as uncleared and it cannot go ahead to release this new order. Hope you can understand the situation. Therefore,would you please close this dispute case in advance so that we can proceed to send the order to you again? You can rest assured that I will keep my promise and a replacement will be shipped to you immediately when this dispute case is closed..."

I replied saying that I'm pretty sure that's not how the returns/refund requests work and that I won't cancel the request until it's resolved (which I know eBay will do anyway once a resolution has been reached). Also told them that my payment must have registered as cleared or they wouldn't have posted the item.

Is this common practice with sellers? Trying to get people to cancel resolution requests before complying, or maybe a trick so they don't have to refund or replace? 

Tess

[tressygirl]

It is common practice ,  with sellers who have no intention of refunding you!

Just ignore that rubbish message.

Open a case for a full refund as below. Never agree to a replacement,  because if that is faulty  or damaged you are not covered again,  for any refund , so just proceed this way:

You have received an item not as described,  so you are guaranteed a full refund under eBay's 30 day MBG,  Money Back Guarantee policy,  if you claim within 30 days of the item's last estimated date for delivery.

You then go right of the item in your Purchase History,  and from More Actions select Return this item,  selecting the reason...  Item Does Not Match Description or Photos.

The seller has 3 days to accept the case,  if they don't ,  you need to  escalate on day 4,  or within 30 days,  and eBay will step in and force the refund.

If the seller wants the item back first,  they need to pay for a fully tracked return postage.  On receipt of their item they have 48 hours to refund you.  Again,  if they don't,  you escalate the case.

Do not close the case early for any excuse or promise the seller may give,  and do not forget to escalate.

@raccoons_rags 

[raccoons_rags]

I figured as much!

Sadly I've already requested a replacement, but have now asked for a refund instead.  Fingers crossed.  it's not a really expensive item, just annoying that they're being dimwits.

[tressygirl · Accepted solution]

Just don't close the case they're asking for you to close it to send that replacement,  which probably would not happen.  Keep it open,  and escalate on day 4 if not refunded beforehand.

Close it for No reason or excuse the seller may.. will give !

@raccoons_rags 

[raccoons_rags]

I've no intention of cancelling. Thanks for the help!