Customer help asked me to start a return request without returning

[malai-7594]

I’ve had an annoying time trying to get a purchase sorted out, first my package was delivered empty and torn open, which I hadn’t noticed in time to confront my Evri Driver. I contacted Evri who told me to go through my EBay seller, who I made aware and they said they’d alert Evri of the theft and sort it out. Haven’t had a peep in almost 3 weeks and my buyer protection limit was coming up, so I contacted EBay about a refund. My request was denied in an automatic response, and a customer help agent instead emailed me and suggested I start a return request as this would apparently have the seller process a refund but that I didn’t actually need to return the empty envelope, so I’ve since binned it.

However the app is saying that it’s still awaiting my return delivery, which obviously it’s going to but I’m just wondering how I now claim my refund in accordance with the help agent’s advice if I’m not sending anything back, it’s not the end of the world if I can’t get my money back I’d just like to close the page on it now but the advise I received doesn’t make much sense in hindsight

[papso22]

The advice you received was correct.  You needed to open a case for arrived danaged (not as described) and return the empty envelope.

[jckl1957 · Accepted solution]

If you open a return case, the seller can expect you to return whatever you did receive.  They may be able to make a claim against Evri and the torn packaging would be evidence.

Customer Services gave you the wrong advice when they said you wouldn't need to send anything back.

An 'item not received' case would fail because you had received the tracked (if empty) package.

[red_magpie]

I didn’t actually need to return the empty envelope, so I’ve since binned it.

You did need it, to return as part of eBay's money back guarantee process.

It was also a mistake to wait for three weeks in the hope that the seller would do something. When you buy on eBay you pay eBay, not the seller. All returns or refunds should also be requested through eBay.

If this was a private seller, using eBay's simple delivery system, eBay and not the seller is responsible for lost or damaged parcels anyway.

eBay provides buyers with very strong buyer protection. Sadly, the one, sure way to miss out on this is not to read and follow eBay's procedures correctly.