Issue getting refund

[fionaanne25]

I received an item which didn;t match the photo or description on the listing. I've requested a refund and the seller replied

I have zero confidence that I am ever going to see a refund and am reluctant to share any paypal details with this dodgy seller. I've tried finding options for getting ebay to step in and help but can't find a link. When I try the route they've suggested it just tells me they're awaiting my return. Anyone had similar and can suggest best thing to do?

[john1297576]

Returns should be done correctly by opening an ebay case. While for not as described cases, seller should provide a return label, that is difficult to enforce, but if no response from seller to your case, you can escalate to ebay and see what they say.

Most if what seller has told you is a load of rubbish, refunds are made through a case, and paypal should not come in to it. You are correct if you returned outside a case you would not ever see a refund.

[tressygirl]

Listen to the seller no more just proceed this way:

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.

@fionaanne25 

[fionaanne25]

Thanks both. How do I escalate it with ebay as I can;t seem to find a way of contacting them. The 'Ask Ebay to step in' they suggest doesn't show up on the returns page. This is the page view I get. I've tried all sorts of messaging ebay options but they all hit a deadend!

[tressygirl]

The option to escalate, ask eBay to step in , appears only when 3 full days have passed from when the case was opened, and it is timed to the second,  you may be looking for the option a little too soon ?

@fionaanne25 

[*vyolla*]

This is an international order so the seller can't provide you with an eBay returns label, which is why they've asked for your PayPal email address in order to send you the return postage cost.

This is what eBay recommend for international returns, so nothing untoward there.

[*vyolla*]

Just to add, when you add a customs label just make sure that it states "RETURN" on it, then there's no custom fee for the recipient their end.

The only loss you'd need to bear would be if the package goes missing, so make sure that it's trackable. 

[plpmr]

adding to the advice already given -

Clearly this seller is not to be trusted [item & seller in China] as proven by their dreadful feedback profile, which should have raised red flags. 

[fionaanne25]

It’s a lesson learnt. I don’t often use eBay but will definitely be more vigilant in the future 

[*vyolla*]

If it's the item that cost £9.20 it won't be cost effective to return it. I'd just chalk it up to a bad judgement purchase.