eBay

pearlstanley · ‎02-09-2025

A glass candle I’ve purchased has arrived completely smashed. The seller has agreed to a refund, but I cannot find how to request this without returning the item (which isn’t necessary due to the damage).

tressygirl · ‎02-09-2025

Open a case for item not as described, selecting item damaged in transit, and if purchased from a Private seller, eBay will take over the refund, and fully refund you without the need to return this broken item.

Should the case still demand the return of the item, contact eBay Customer Services explain it is dangerous to do so as it contains broken glass/ porcelain.

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 for ' live agents' 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.

@pearlstanley

red_magpie · ‎02-09-2025

If you open an item not as described case the seller can simply opt to refund you without requiring the broken item to be returned.

It would be stupid for them to require the item to be returned, as they would have to pay for this - and use a courier willing to carry broken glass, which Royal Mail will not accept.

I suggest that you give common sense a chance to prevail before going to eBay customer support. If you have to, they will support you. eBay specifically states that items that would be unsafe to return, like broken glass, do not have to be returned.