Seller refused my return

[trgz]

Seller refused to accept a return, for an item that the seller agreed did not match the description, which has now been returned back to me. Unable to instigate any follow-up with eBay, who's automated system says that "OK, I see the seller hasn't received your return yet. Before we can start the refund process, delivery needs to be confirmed by the seller or through tracking." - how do I get this resolved, as it seems stuck?

[plum993]

What reason did you give to return the item using the ebay return request process?

[trgz]

"for an item that the seller agreed did not match the description"

[plum993]

Okay,so if you were within 30 days of the estimated delivery date and choose items not as described,the seller should of sent you a prepaid return label and refunded you within 3 business days of getting the item back.If they didn't provide a label or refund, then you have to escalate the case to ebay for a refund.

If the time lapsed to open a return request then nothing you can do.

If you simply returned without using the ebay return request process you loose buyer protection,

[trgz]

I got the prepaid label (from eBay) and sent it off, with extra packaging to protect it - a few days later it was returned to me, and the tracking details stated that "Recipient not at address. Returned to sender.".

Any idea how I get eBay to step in? There's no link available to me - all I get is "It looks like you have open returns or Item not received requests requiring you to take action. You can check the status of your open requests or cases here".  I have reported the seller, but this seems to be a dead-end. Where's my buyer protection?

[plum993 · Accepted solution]

Customer support details for a call back here,  eBay Customer Service

[trgz]

Excellent - thanks