Seller refused full refund and closed return

[cakesdirect]

I ordered and paid for a bumper. The item arrived but was unfit for purpose and I contacted the seller to point out the defects and sent pictures. After a long discussion he refused to accept the goods were faulty saying that the item could easily be repaired. The seller offered a partial refund which I declined. The seller then closed the return request with no further discussion. How do I get eBay to step in and order a full refund?

Bob

[**peaseblossom**]

Did you use the reason "Doesn't fit"?   If so that is classed as change of mind which sellers can refuse.   Or the case expired after 30 days.  

Once the case is closed there's nothing you can do on ebay but contact your payment provider and ask about a refund or chargeback.

[tressygirl]

Once you see a seller is not being helpful with a return / refund,  if you have received a faulty item,  you should discuss the matter no further,  but open a case for item not as described,  selecting item Does Not Match Description or Photos, and escalate after 3 days if the seller does not refund.  You have 30 days from the item's last estimated date from delivery to do this.

If that time has lapsed with no escalation and the case has closed,  you cannot open another for the same item with eBay,  and you'll need to turn to your payment provider  now for help with a refund.

@cakesdirect 

[cakesdirect]

No, I described it as defective and cannot be fitted to the car. He replied saying a ‘simple’ repair would allow the item to be fitted to the car. My body shop showed me and explained the part is missing from the bumper and cannot be safely fitted. Thanks for your reply.

[jckl1957]

You can't get Ebay to step in when the case has been closed.

It looks as if the dates might be crucial here - you say you had a long discussion with the seller, it may be they were wasting your time to avoid a return and refund.

When did you receive the item?

When did you open the case?

Did you return the item?  If not, why not?

When did the case close?

[cakesdirect]

 I do not want to sound thick but I cannot navigate a means to open a case. I have gone to purchases and looked at item details and return details which stated the return has been closed. There is supposed to be a statement that allows me to get eBay involved but  I cannot see anything that allows me to escalate this issue into a case. I am going to wait 3 working days to see if they come back to me with a total refund instead of a partial refund which I declined. Thanks for your reply.

[cakesdirect]

Hi is there a realistic time limit on this but sounds like a good idea. Thanks for your reply.

[jckl1957]

If the case is closed, you can't reopen it, open another one or ask Ebay to step in.

[cakesdirect]

The item arrived 19th May 2025 I managed to get the item in the body shop on the 18 th June ( very busy body shop) I contacted the seller on the 19th June to express what the body shop said to me that the item was defective and could not be fitted to the car and said it could be repaired to make it fit the car. I was issued a partial refund but I declined that because it was defective sending photos to support my case. The seller then closed the return. If dates are important then ebays 90 days is rubbish. I may have to go to my bank and claw back the payment from the seller. The case was closed 27th June 2025 by the seller. Thanks for your reply.

[jckl1957]

Dates and timings are important.

Ebay give you 30 days to open a return case.

It looks as if you did not start the return process through Ebay until more than 30 days after you had received your item which is why, even though you had received a defective item, the seller was able to decline your request and close the case.

As advised, try a chargeback through your bank.