eBay Buyer protection - lacking in option to get faulty Item replaced?

[tizard999]

The new eBay buyer protection scheme, has still not fixed the hole in their process, whereby if an item is faulty and you want the seller (and they wants to also) just pay for the return postage and then send you a replacement, like you would in a shop (physically or Online), you have to cancel the return process.

Seems that if you raise a ticket, you can only ask for a refund, I just want a working item I paid for, but I had to cancel my return, as the seller agreed to do what I have mentioned above, but I'm not covered by eBay's return policy anymore, so hoping the seller sends me a new item (and if not, once again I've lost money because eBay doesn't protect buyers as good as they should. Please implement something to stop sellers saying, 'yep i'll send you the item you asked for' and then just wasting time till its 'too late' to complain or leave feedback... 

[plpmr]

eBay have only ever dealt with a full refund and that's all they can enforce, so there's no hole in the process.

why did you not wait to receive the replacement before cancelling your case?

[tobiasd4]

You could have returned item at sellers cost,

Then bought again.

[tizard999]

I didn't wait as the seller asked me to cancel because they felt I had the power get the new item and then get a refund at the same time. Unfortunately, there is a lot of mis-trust these days, from both sides.

I agree that would be a good option in general to send back and re-buy but, I also paid with a £15 voucher from eBay (for selling an item on eBay) and the T's & C's of the voucher meant that it would NOT be refunded, so I would have had to purchase the item again but for £15 more than I originally paid, through no fault of my own. I do agree this looks like an issue with the voucher process but...

I still think there should be a process for the seller to pay for the return and then send another working item, that is trackable inside eBay, as I'm now hoping the seller sends the replacement item before the return window passes. Hopefully it can be added to the consideration list.