Customer support

[berniea_53]

I am trying to get a refund from a mobile phone case I bought.

The seller is editing my text & pictures so they don't have to pay.

I'm confused with eBay's money back guarantee .

I can't find anyone to help me.

[**peaseblossom**]

If it's still within 30 days of the delivery date start a return on here:
https://www.ebay.co.uk/help/buying/returns-refunds/return-item-refund?id=4041
select "Doesn't match description" and if necessary escalate it to eBay after 3 complete working days.

If it's more than 30 days it's too late to do anything via ebay but contact your payment provider and ask about a refund or chargeback.

[berniea_53]

Thanks for the info 

I have already done this and I was then put in communication with the seller.

I am concerned that the seller can delete parts of my messages to their advantage 

[**peaseblossom**]

Ignore the seller.   Just escalate your case as soon as you can after 3 full working days and you will almost certainly win it.   You will receive a paid-for (by the seller) return postage label.

If you have any problems with it contact ebay using callback on here:
https://www.ebay.co.uk/help/eua?id=5275&mkevt=1&mkpid

[berniea_53]

eBay had stepped in but the seller didn't send the return postage label which I was told would happen.

This has been going on since 5 march.

If it isn't resolved by 25 I will not get my refund.

I really am not happy with the lack of support I have been given form eBay.

This Is why I don't like buying items of the internet.

I would have liked to spoken to a human 

[**peaseblossom**]

Request a callback from ebay tomorrow morning using the link I gave you before and you'll be able to speak to someone at ebay.   Good luck.