Counterfeit seller closed down how to get a refund

[gc241]

Hi, 

I brought a set of Marshall headphones listed with photos and details of genuine Marshall product, what I received was a very poor counterfeit. 

The seller had the nerve to offer me a 50% discount if I withdraw my negative comments on the rubbish they were selling. I refused and reported them to eBay. 

eBay has shut down the seller, however this appears to mean I can't action a return and therefore get my money back .... Help!

[tressygirl · Accepted solution]

Yep,  selling fakes,  finally caught up with the seller ,  and eBay have rightly banned them from their site.

You do just need to contact eBay Customer Services here,  the seller is no longer a registered user, they sold you faulty / fake items,  eBay CS will help refund you now,  as you cannot open a case.

This is the easiest and quickest way to contact eBay Customer Services, for a Call Back option.

https://www.ebay.co.uk/help/eua?id=5275&mkevt=1&mkpid

Lines open 8 a.m. - 10 p.m. on weekdays

9 a.m. - 6 p.m. on weekends.

Automated agents will be available on chat outside of the above hours.

I recommend contacting CS first thing in the morning as there's more chance of Dublin answering.

@gc241 

[plpmr]

"eBay has shut down the seller"

No they have not.

Looking at the neg you left, the seller is still trading

[tressygirl]

@plpmr wrote:

"eBay has shut down the seller"

No they have not.

Looking at the neg you left, the seller is still trading

Ooops are they still there? !

Didn't check!

In which case  OP  you do not need to contact CS, do this now:

If you are still within 30 days of the item's last estimated date for delivery you are guaranteed a full refund,  under eBay's 30 day MBG,  Money Back Guarantee policy.

Just proceed this way:

You have received an item not as described,  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 needs to accept this case within 3 days and refund,  if they want their item back first , they need to pay for that fully tracked return postage, then on receipt of their item they have 48 hours to refund you.  If they don't ,  need to escalate the case,  ask eBay to step in, and they'll force the refund.

Never listen to any excuse or promise from the seller to close the case early,  and do not forget to escalate.

@gc241 

[gc241]

Many thanks - I spoke to eBay - very rapid and helpful response. They've said I'll have to wait the 3 day period for action but will call me back and sort the refund.

[gc241]

Amazed they haven't gone - eBay refunds page stated they had, I took that as 'gospel' . When I spoke to the eBay rep. they were also said they had. 

[tressygirl]

Don't take the instructions there for gospel.

You open a case it's correct that you give the seller 3 days to respond, but if they don't , eBay CS will NOT call you back,  you have to make the next action which I explained above,  if they don't send a return label for the return of the item in those 3 days and there's no refund,  you MUST escalate the case, only then do eBay step in and force the refund.

eBay will not call you.  You escalate , don't forget to do this !

@gc241 

[gc241]

Thanks - I'll keep pushing!