Seller wanting me to correspond via email

[pindegu]

Hi I received a faulty item and the seller is wanting me to provide a video of the fault via email. I was wondering if it's safe to do this as I will be corresponding outside of ebay? 

[tressygirl]

Nope,  you do not do this,  ignore that request,  and just proceed the correct way to receive a refund, this way:

If you are still within 30 days of the item's last estimated date for delivery you are guaranteed a full refund,  under eBay's 30 day MBG,  Money Back Guarantee policy.

Just proceed this way:

You have received an item not as described,  go right of the item in your Purchase History and from More Actions select... Return this item selecting the reason Item Does Not Match Description or Photos.

The seller needs to accept this case within 3 days and refund,  if they want their item back first , they need to pay for that fully tracked return postage, then on receipt of their item they have 48 hours to refund you.  If they don't ,  need to escalate the case,  ask eBay to step in, and they'll force the refund.

Never listen to any excuse or promise from the seller to close the case early,  and do not forget to escalate.

@pindegu 

[pindegu]

Hi thanks for the reply. How do I send the video clip the seller is asking for? I only see an option to include photos in the message.Regards 

[papso22]

You don't need to send the seller anything.  Just put a photo into the online case.

[pindegu]

Even if a photo won't show the item not working properly? 

[papso22]

That doesn't matter.  You just need a photo to be able to open the case.  No-one is going to look at it to see if it's not working.  Your word is enough for ebay.

[pindegu]

OK will do thanks for the help

[pindegu]

Hi I've agreed with the seller for a partial refund and to keep the item however they have sent this message. 

Dear customer, we have just processed a refund for you and found that it has failed. Could you please send us your PayPal account so that we can directly refund the money to your PayPal account, or you can close the return first so that we can refund you on eBay? Otherwise, eBay has restricted our refund function due to you enabling the return.

I just wanted to check the above  message is legit and it's ok to proceed with either of these actions?

Regards 

[tressygirl]

Here is the Catch 22 situation.

You will need to close the case for them to offer you a partial refund. However!  Close it, and there's no way to enforce that partial refund.

You may be left with no refund at all and a faulty item.

Personally,  I would just let the case run for that full refund. 

 If the seller wants the item back first, they need to send a pre paid label.  If there's no refund or no label in 3 days, escalate the case,  eBay step in force the refund,  then you will have the money to buy the item again from another seller,  one which is fully  working !

Don't let them make any more excuses as said,  a video is not necessary , any photo will do,  cases are automated no human checks them,  excuses can make you run out of time to claim.

@pindegu 

[papso22]

Is there no way for the seller to do a partial outside of the case, I.e against the order?