Suspect selling practices

[rossgird]

I purchased an expresso machine on 10th March paying 48 hour delivery, item was only dispatched on 14th, with an excuse of not being able to post due to illness, but managed to get it posted by a friend on 14th, why did it not occur to them sooner. Item was received on 17th totally smashed due to inadequate packaging. A return was started, they have accepted the returns but claim that ebay will only allow them to refund a lesser amount and am I willing to accept this.  Is this an acceptable ebay returns practice?

[tressygirl]

No, this is not correct if you have opened a case for item not as described then you should receive a full refund.

If a full refund is not made within 3 days,  then escalate on day 4,  eBay step in and force a full refund.

Should somehow a partial refund is made,  contact eBay Customer Services, informing them the item did not match description or photos it was damaged badly, not useable so a full refund under the 30 day MBG policy is required.

If you need to,  this is the easiest and quickest way to contact eBay Customer Services, for a Call Back option.

https://www.ebay.co.uk/help/eua?id=5275&mkevt=1&mkpid

Lines open 8 a.m. - 10 p.m. on weekdays

9 a.m. - 6 p.m. on weekends.

Automated agents will be available on chat outside of the above hours.

I recommend contacting CS first thing in the morning as there's more chance of Dublin answering.

@rossgird 

[john1297576]

If you open a NOT AS DESCRIBED RETURN, then seller provides a return label, and on return refunds in full.

If it is smashed there is no question of being able to return in working condition, do not let seller con you into accepting less than a full refund.

If seller does not pay for return postage, then just escalate to ebay. If smashed the seller should just refund through the case, and save expense of having to pay for return of something only fit for the bin.

[papso22]

It's possible that they used Simple Delivery where you paid ebay for the postage.   That means the seller refunds the item price and ebay refunds you the postage.

That doesn't impact what you do with the case.