Return cancelled and still not resolved

[lia1988]

I bought an item and it's faulty the seller advised me to cancel the return and they would arrange for collection of the faulty item and a new item being sent out to replace the old one. The item was die to be collected between 9am and 3pm today and I have waited in all day for the item to be collected and no one has turned up. What do I do now? Thanks

[tressygirl]

Nooo,  you must never cancel a return for a faulty item.  The seller now cannot be enforced to make any refund for this faulty item, as you cannot open another case.

Message the seller maybe there will be an honest excuse for not coming to collect today,  but  I fear you may also,  not hear from them again.

You may need to turn to your payment provider for help with a refund.

@lia1988 

[red_magpie]

What do I do now?

I'm afraid that talking buyers into cancelling a return is the oldest trick in the book. I hope your seller still comes good on their promise to deal with it, but by cancelling the return you have thrown away your rights under eBay's money back guarantee. Only one return case is allowed for an item, and once closed it can't be reopened. Sellers know this.

In future it's safer never to cancel a return request or money back guarantee case until it's all resolved and you have your money back.

If your seller lets you down your best hope is that PayPal (if that's how you paid) or your payment provider e.g. credit or debit card may be able to help. Or you may have some statutory consumer protection rights if the seller was a UK registered business seller. Good luck.