Seller being very difficult over refund. How to proceed?

[oakleaffy]

I purchased a fragile vintage glass Christmas decoration and the postage was high so assumed the packing would be top grade.

When it arrived, it was in a flimsy thin brown unpadded envelope and a bit of folded card and a whisper of tissue.

The icicle inside was in countless pieces.

I took photographs {several} and said to seller it was probably not worth sending a returns label as it was impossibly damaged.

Seller gave me 85 pence as a return. 

I got hold of CS in person, and they say he needs to send me a returns label, the CS chap saw the photographs.

Seller asked for more pics as said he didn;t receive them.

I can't see a way of uploading more - 

What to do?

Surprisingly it is a business seller, one would have thought packing would have been much better for such a delicate item.

[**peaseblossom** · Accepted solution]

If you 've opened a return the option to escalate to ebay appears after 3 working days.    The partial refund may have blocked escalation but see how it goes.   If it does contact ebay direct again.

[oakleaffy]

Dear Peaseblossom, I think this is what the seller had hoped for.

He has been extremely rude and unpleasant, but Ebay said they have opened a case on my behalf.

If he hasn't sent a returns label by a certain date, they will 'step in'.

He was annoyed about the 'case' but Ebay opened it on my behalf when they saw the packing and 85p refund.

Had he simply refunded in full when I contacted him immediately, there would have been no issues.

Family saw the  flimsy packing and said ''That's absolutely ridiculous! '.

[tobiasd4]

You have to escalate case yourself on day 4.

Ebay don't do it automatically. 

[oakleaffy]

Thanks, Tobias.

I just cannot fathom a seller being so very awkward and difficult when it is really down to their poor packing that this has happened.

I certainly won't be answering any of his sour messages again, but will escalate on the specified date.

[arkwebus]

There is really no need and no point to contact the seller.    No need for photos; it's what you think that matters.

Unless things have changed with the silly new system all you do is open a "not as described case". You ordered a pristine icicle and got a broken icicle.  Do not open a non receipt case as you get just one chance.   Opening the case notifies eBay and the seller. 

The seller has two options - simply refund in full or [preferably in my view] send a label to get the bits back. 

If he does neither you escalate after 4 days and eBay should step in.   @oakleaffy 

[oakleaffy]

Ebay CS opened a case on my behalf- Seller is still arguing the toss and saying he never received any photographs or messages, and had he received them, he'd have ''refunded immediately''

But he refunded 85 pence a few days ago . No one would do that had they not seen the pics/messages, surely.