Find it impossible to open a help ticket

[9372chris]

I bought an item and wrong thing sent out.  Seller told me return it and said he would send correct one back.  Once i sent him photo of package at post office, he said he will refund as he did not have correct item to send. He is denying receiving the item back so no refund.  

i am trying to get ebay to step in but customer service and help links just send me round in circles with no drop down boxes that fit my issue.  This seems to be deliberately infuriating to get them out of honouring the buyers protection.   

[papso22]

Did you open an ebay case within 30 days of receiving the item?

If so, how long has the case been open?

Did you use a label provided to you by the seller through the case?

Does tracking show delivery of the item?

[tressygirl]

You do not send photos of the item to the  seller,  you need to open a case for item not as described, if you haven't done this do so now.

Select the reason Doesn't Match Description or Photos.  The case would enforce the seller to pay for the fully tracked return postage but if you have paid for this,  there's no way to make the seller pay this back now.

Enter the tracking number of the item sent back..  Once it shows delivery the seller has 48 hours to refund you if they don't,  you much escalate the case, eBay step in and force the refund,  this is how eBay's 30 day MBG,  Money Back Guarantee works.

@9372chris 

[9372chris]

Hi, thanks for the reply.  Yes it is within 30 days but I can't work out how to open a ticket with ebay.  No suitable option from drop down menus.  If i click return it just sends me to print a label, all other options just take me back to purchase page or support page.  

I do not have a printer and the seller refused to pay return postage so posted back with a hand written label and stamp paid for with my own money.  

[papso22]

The option would be something like does not match description or photos, basically any one that doesn't look like a change of mind or does not fit.

But if you have no tracking proving delivery to the seller, then opening a case is pointless as ebay won't step in.

[9372chris]

Thanks for info.  Sad that ebay won't step in.  I have lost money before on an item that wasn't delivered.   I tried so many angles to contact ebay about it but no luck.  The system has become so complicated and infuriating. This buyers protection is a joke.  

[9372chris]

Thanks, i will give that a go

[*vyolla*]

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@9372chris wrote:

Thanks for info.  Sad that ebay won't step in.  I have lost money before on an item that wasn't delivered.   I tried so many angles to contact ebay about it but no luck.  The system has become so complicated and infuriating. This buyers protection is a joke.  

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To be honest, it's a buyers playing field. It's practically impossible for a buyer to lose out when they purchase an item from an eBay seller, but the correct returns process must be followed.

You don't need a printer, but if you send an item back yourself you're outside of the eBay process and must at least send it back by a trackable method. 

Did you not consider that a tracking number would be needed to prove that the seller has received their item back?