Item was not as describe. How do I get a refund?

[jamjal7608]

I lodged a complaint as the item was overdue. I has arrived today but is not as described. Ebay will not allow me to request a refund  or arrange a return as there is a live case open. The live case

was about the item being overdue. The Customer support seems to go into a loop directing me to the ebay community forum How do I contact a human that works in the ebay Customer support team and how do I get a refund?

[tressygirl]

You opened a case for item not received ?  Then, as it has arrived you need to close that case.

This is the only time you can open another for the same item, one for item not as described.  Once the INR case is closed proceed this way:

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 has 3 days to accept the case,  if they don't ,  you need to  escalate on day 4,  or within 30 days,  and eBay will step in and force the refund.

If the seller wants the item back first,  they need to pay for a fully tracked return postage.  On receipt of their item they have 48 hours to refund you.  Again,  if they don't,  you escalate the case.

Do not close the case early for any excuse or promise the seller may give,  and do not forget to escalate.

@jamjal7608 

[jckl1957]

You need to close the 'item not received' case as you have now received the item.

Then you will be able to start a return case on the grounds the item is not as described.

You can't open a return until you close the current 'item not received' case as you can't return an item you haven't got.

[jamjal7608]

Thanks