Your case is on hold.

[tonywony2011]

Hello all

I’m flummoxed by this?

Returned an item that totally did not match description etc and was fully tracked return and fully processed and documented in eBay and seller received item back and informed I should receive refund by xx nov yet when refund never came I was emailed by eBay asking if I had received the refund and if not ask them to step in..I did this opening a case only for this to happen..I called customer support only to be told they can do nothing..strange??

Your case is on hold

eBay Customer Support has placed the case on hold until 2 Dec 2025 to allow time to provide additional documentation. If we need additional information, we'll send you a request by email.eBay Customer Support has placed the case on hold until 2 Dec 2025 to allow time to provide additional documentation. If we need additional information, we'll send you a request by email.

[jckl1957]

Can you confirm when you opened a case?

Did you open a return case through Ebay in order to send the item back and use the tracked label supplied by the seller through the case to return the item?

Or, did you come to an arrangement with the seller to return the item and then open a case through Ebay after the seller had the item back and had promised you a refund?

[tonywony2011]

Hello..

This… did you come to an arrangement with the seller to return the item and then open a case through Ebay after the seller had the item back and had promised you a refund?

[tonywony2011]

Case opened 22nd November after refund cut off date was 21st November after seller received return on 12th November 

[jckl1957]

That is probably why your case is on hold - Ebay are treating it like a brand new case and they always give sellers time to respond.

Make sure you have added the tracking to the case proving delivery to the seller.

It's always better to deal with returns through Ebay.

I assume you were in time to use the Ebay Money Back Guarantee - did you receive the item less than 30 days ago?

[john1297576]

“I did this opening a case only for this to happen”

Makes no sense as you can only ask ebay to step in after you have opened a case and seller has not responded within 3 days.

Sounds as though you returned before opening a case, as if done correctly seller would have had to supply return label, and when tracking showed as delivered, refunds otherwise again you could escalate (ask ebay to step in) and they would refund at sellers expense.

[tonywony2011]

Yes and item was sent back 1 day after I received it..

I received item on 9th November and seller received return on 12th November..

[tonywony2011]

Okay maybe they are waiting for seller’s response then?after I asked eBay to step in as I was not refunded by the refund by date..

[jckl1957]

As long as you are within 30 days of receipt and you have now added the tracking to the Ebay case you should be able to ask Ebay to step in after the date they have given.