Item damaged in transit. Seller rejected refund.

[anonymous10000]

Item damaged in transit. Seller rejected refund. Evri says talk to seller. Seller says talk to ebay. Ebay goes in circles because I have an "open" return but it's rejected so that's a dead end and can't be appealed. I can't see a way of contacting ebay without spending another hour on this because it goes down the same channels. Ebay doesn't even let me write the labels on this message properly. 

How can I get my money back? 

[jckl1957]

You don't need to message anybody.

Even private sellers, who are allowed to have 'no returns' on their listings can't refuse or reject a return if the item has been damaged in transit.

You say you have an open return.

Did you open it as soon as you received the item?

When did you open it?

What reason did you use for opening a return?

[anonymous10000]

Thanks for replying, I could see Evri were struggling to deliver, they were over the time period for delivery and I didn't need the item any way because it was too late so I opened a refund. Instantly it was reported as damaged. Seller rejected refund. Seller is still telling me to talk to ebay because they used simple delivery. 

[61stephenuk]

Did you select 'arrived damaged' when you opened the return?

[*guinevere*]

Has your seller said in a message that they won't accept a return? If so you can ignore it.

If your seller had declined it within the case it would have closed in favour of the seller.

You say the case is still open so what reason did you give for the return?

All sellers have to accept a return for damaged goods as you have been advised.

[john1297576]

If a case for damaged in transit is opened, then ebay deal with it, not the seller, that is why  you have to pay ebay for buyer protection !!

[jckl1957]

Did you receive the item?

You say Evri were 'struggling to deliver'.

Did you open a return case for an item you didn't actually have?

[papso22]

This is money back guarantee protection, not something covered by the buyer protection fee. 

[anonymous10000]

Seller is saying it isn't their problem that Evri damaged the item so badly it couldn't be delivered and to contact ebay because they used Simple Delivery. Please see screenshot attached. 

[*guinevere*]

Of course it's the seller's problem when an item is damaged on delivery, they have to refund and then try to claim from Evri.

[anonymous10000]

This return is closed. I have another open return for something else but I seemed directed back to this one. I will have given the reason for the return as no longer needed because I didn't know it was damaged I just suspected it was never turning up. 

[jckl1957 · Accepted solution]

Your return case can't succeed because you didn't receive anything - it's a shame you didn't make that clear in your opening post.

You needed to open an 'item not received' case.

Contact Ebay Customer Services. Ask them to close the return for you.

Direct them to the tracking and ask them to open an 'item not received' case, or to refund you.

https://www.ebay.co.uk/help/eua?id=5275&mkevt=1&mkpid

[*guinevere*]

I'm properly confused now. Can you please answer if you received the item in question or not?

[anonymous10000]

Thank you, I agree but what can I do about it. I seem to have asked for the refund too early, got rejected and I'm now stuck. I asked for the refund because the tracking was not being updated. Evri say they attempted delivery once, this was while I was out because I only got emailed a few hours before they were coming, they didn't leave it with the neighbour. Then they didn't attempt any more deliveries and didn't update the tracking so I went for the refund to try to just do something. 

[anonymous10000]

Thank you, the link was what I needed and struggled to find on my phone and laptop. Ebay called me back and said it would be refunded. I'm sorry to everyone reading this about taking up your time and not writing the first post or the labels better. I've had an account for 18 years but I'm actually not used to ebay. I should have reported Item Not Arrived instead of Item No Longer needed. I don't know why I did that other than I was looking in the wrong place and wanted to take some kind of action to break the stalemate. Evri should have reported the item as damaged when it was damaged. This car part was only bought because Evri weren't updating on the first order of the same part and it looked like it wouldn't get to me in time. 

[*guinevere*]

So have you been refunded?

[anonymous10000]

Hi, yes my refund has been issued, thank you for trying to help and sorry for being confusing. 

[*guinevere*]

 No worries, I'm easily confused!  Glad you were refunded.