Returns problem

[ianc8853]

I received a damaged item and asked for a return & refund. The seller has sent me a postage label for an item up to 2kg, the item weighs around 10kg and the post office wont accept it. I have asked the seller for a suitable postage label for the items weight but they are say I need to close the returns case as the system will not let them change the label. They will send me another label once the returns case is closed. Thats wrong surely?

How can I ask Ebay to step in here, there is no option to ask them to step in in the returns process.

[tressygirl · Accepted solution]

You do need to contact eBay Customer Services who will provide the correct postage label for you,  and charge it to the seller's account.

This is the easiest and quicket way to contact eBay Customer Services, for a Call Back option.

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

Lines open between 8 a.m. to 10 p.m. on weekdays.

9 a.m. to 6 p.m. on weekends.

I recommend contacting CS very first thing in the morning, when the lines first open,  as there's more chance of Dublin answering.

@ianc8853 

[*guinevere*]

Your seller is trying to deny you your refund. They are hoping that you'll close the case and they won't have to refund. Cases can never be reopened once closed.

Take Tressygirl's great advice and contact CS.

[ianc8853]

Thank you tressygirl, I contacted Ebay tonight and they called me back within 10 mins.  

Ebay have now stepped in and the wheels are in motion, thanks again.