Only 1 item in package when there should be 2 and I paid for 2

[jfow5342]

I bought a protective single cover from a reputable seller on EBay at the beginning of November. The seller was offering if you bought 2 you would get 10% discount you bought 3 you got 20% discount and so on. So I purchased 2 as I could give the second duvet protective cover to my daughter-in-law. Royal Mail delivered 2 days later and upon opening the package there was only one enclosed. On the invoice that was inside it clearly says 2. I didn’t receive 2 only one. On royal mail it shows delivered which it was but only one item inside. I’ve contacted seller numerous times and no reply. I asked EBay to step in as I want the difference I paid refunded back to me. I had to wait till the said date that eBay had set before I could ask them to step in again. The total is £23.00 which to me is alot of money. Spoken to a guy on the phone from EBay who said at first I had to return it, I explained again I couldn’t as it was on the bed and classed as being used. He came back to me saying no I didn’t have to return it. I explained again to EBay saying if I sent it back I would only receive a refund for one as that’s all I received from them. He then send no you don’t need to refund and I would be getting a refund, happy days. No I got a email saying how to send it back ect. To me this is a nice little earner on the sellers as claiming there’s x amount in the parcels when there’s only one . I just want my money back

[marco@ebay]

Hi jfow5342, thanks for your post.

I am guessing the first time you filed an item not received case, and I can see why. However, in this cases, you need to start a not as described returns under the reasons "missing parts". As per our policies, that's the way to go, and in order for us to help you, you'd need to stick to our policies and procedures. This effectively means that you need to return the item in question (the only one you received), so you can get a full refund for both items. If you fail to do this, we wouldn't be able to assist further. However, once the returns is open you can simply ask the seller to refund the 2nd one that you didn't receive, but that would be up to the seller if wants to issue a partial refund or not, if they don't wish to do this, they will have to provide you a returns label, so you can send the item back free of charge, and you will get a refund in full. 

That's reason why you are getting this email now with instructions on how to send the item back for a refund now. I am sorry if there was some confusion or misunderstanding when speaking to one of our agents. For further information, or confirm this policy, you can click here.

Thank you,

Marco