Stuck in a loop

[pellaras]

Hi.

I ordered something.

Seller sent the wrong item.

He is happy for it to be returned, but the return postage is more than the price of the item.

Seller wont pay return postage or offer any alternative solutions.

Ebay has no optionto intervene other than return the item.

After chatting with the AI bot, I found a "call me" option.

I tried "call me", 5 times, I receive no calls (phone number is correct).

What to do next?

[tommystrezures]

If the seller sent the wrong item its their responsibility to pay for return postage, as the item is not as described. You need to goto your purchase history find the item and click on more actions and open a case for item not as described. Once you receive a label from ebay post the item back and you will get a refund once the order has received by the seller. If they don't refund in 3 days don't forget to escalate the case.

I would then re buy the item from the seller, from their active istings. (if you want too!)

[jckl1957]

You may have been trying to get a callback before Customer Services started work.

If you start a return case and use the reason  'received the wrong item', the seller will have to supply a label, at their cost, for you to send the item back.  They don't have a choice - if they refuse, Ebay will supply a label and charge them, or refund you without requiring you to return the item.

Personally, as the seller has sent the wrong item, and been less than honest about the returns process, I would not accept a replacement.

I would ask for a refund then buy from a better seller.

[pellaras]

there is no option to open a case

[pellaras]

there was only an option to return the item, which i pressed. The next available option is to add a tracking number for the return, and to cancel the return.

[jckl1957]

Can you not start a return?  'Open a case' and 'start a return' are the same thing.

Open a return request

To request a return, select the item you want to send back from your recent purchases above, or use the button below. You can also start a return request from your Purchases in My eBay.

Start a return - opens in new window or tab

[papso22]

That might be because you are in Cyprus, which will also explain why you don't get a call back from the UK customer service agents.

Did the listing have a link to the money back guarantee on it?  That's what you need to use, if it's available to you.

[jckl1957]

Do you mean you started a return just now or previously?

If previously, what reason did you choose for returning the item?

[pellaras]

I already started the return, hence why I'm stuck.

if i remember correctly, I choose faulty (or wrong) item for return reason.

[tressygirl]

You need to open a  return case for item not as described citing Item Does Not Match Description or Photos.

Just proceed this way:

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.

If the postage is more than the item's worth the seller should just refund without issuing the postage label.

Bottom line is,  after opening the case,  the seller has 3 full days,  it is timed to the second,  to Either send that return label Or refund you in full.  If neither happens you escalate the case, again,  eBay step in and force the refund.

@pellaras 

[pellaras]

none of these (usually  available) options are there.

Shall I cancel the current return and start again (is that an option)?

[jckl1957]

As @papso22 said, the advice may be different because you are in Cyprus and we are all UK based.

[jckl1957]

You only get one chance to start a return.  Don't close the case.

It may be that the rules regarding returns are different for you and, depending where the item came from, the seller may NOT have to supply a return label.

These are the UK boards and we only have access to UK rules.