Business seller still refusing returns label and refund for smashed item in post.

[oakleaffy]

This is getting beyond a joke, now.

I bought a glass vintage icicle from a business seller which was very poorly packaged and arrived in smithereens.

Sent pics immediately and said it had arrived damaged.

total cost, including postage was £11.50.

I received a ''refund'' of  0.52p for the item and 0.28 postage according to Paypal {!}

I contacted CS and got through to an actual human being in Ireland {I think} and he opened a case on my behalf. He saw the images I'd sent of the shattered item and poor packing.

The seller is being deliberately obstructive, asking for endless images and saying ''you are sending the photos to the four winds but not to us''

He has said I won't get a refund, or a returns label until he sees photographs {which CS could clearly see}

I just wonder about the motivations of someone who is being so difficult, Ebay so say can step in by a certain date, do I have to phone them to do this?

Tomorrow is when the ''Ebay step in'' date is,  what is the reason the seller won't refund or give a label? 

Will Ebay refund me do you think? {images are of smashed item and torn envelope that it was packed in. {arrived torn probably as glass ripped through packaging}

It seems crazy to me.

[papso22]

There should be a way to ask ebay to step in through the case, once the requisite time has passed.

[jckl1957 · Accepted solution]

Wait until tomorrow.

Go back to the case and ask Ebay to step in through the case. The option may not be available until part way through the day - don't expect to be able to do this first thing in the morning. You don't need to actually contact Ebay directly. 

Then, Ebay will either provide a label on the seller's behalf or they will refund you from the seller's funds.

There is a process to follow.

There is no point in getting stressed about it or communicating with the seller, just follow the timeline from your opened case and you will get your money back.

[oakleaffy]

Thank you for advice about timings.

The support community are very helpful, as the experienced ones know the twists and turns of Ebay's systems and know how to navigate them successfully.

Re 'Communicating' with the seller, I thought I 'had to' as when I look at details of the return, it has yet another goady message requesting yet more photographs. 

The £11.50 he is holding onto like a limpet out of sheer awkwardness.

Screenshot of the Paypal 'partial refund' which makes zero sense at all.

[oakleaffy]

Latest update, Yet more denials from seller about receiving photographs and refusal to refund /send returns label, American CS person was nonplussed as to why the seller was acting in such a way, as all the messages and photos are clear to see.

CS was very helpful, and has to give this seller more time to send a label or refund, even though seller has already had a week to put things right.

The refund when it comes is going straight to a dog rescue.