Seller refusing to refund me

[battoir]

Hi, I bought a record, it arrived but with a badly damaged sleeve, different to the one in the sellers ad. So I made contact and returned it for a refund. The seller is now saying that the record I’ve returned isn’t the one that they sent and that they have never seen that record before and they are refusing to give me a refund. They now have the record and my money! What can I do? 

[**peaseblossom** · Accepted solution]

The option to escalate your case to ebay will appear 3 working days after you started it.   Go to the return case, click on Case Details > Respond to Case > Escalate This Case > Submit.

If you've done that or if you still have problems contact eBay using the callback link on here:
https://www.ebay.co.uk/help/eua?id=5275&mkevt=1&mkpid

[battoir]

Thanks for the quick reply, I’ll submit a refund request now and if nothing happens I’ll do what you say and escalate it.

Thank you

[john1297576]

You just say you returned it, you do not mention opening a proper return case for Item not as described.

If you followed correct procedure, seller would have had to provide at his expense a return label, and on return refund in full.

If no refund then after 3 days you escalate to ebay who force a refund.