need to change item not received to item not described

[sweets_peas]

Hi, How do I change my open case, It was for item not receieved, but its now just arrived late.. but its also not as decribed and in fact fake goods!! I want to return it, but it wont let me without closing the case altogether. 

[tressygirl · Accepted solution]

This is the only time when you can open 2 cases but you ddo have to close the item not received one first.

Then, when closed,  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 has 3 days to accept the case,  if they don't ,  you need to  escalate on day 4,  or within 30 days,  and eBay will step in and force the refund.

If the seller wants the item back first,  they need to pay for a fully tracked return postage.  On receipt of their item they have 48 hours to refund you.  Again,  if they don't,  you escalate the case.

Do not close the case early for any excuse or promise the seller may give,  and do not forget to escalate.

@sweets_peas 

[sweets_peas]

hi i clicked on to close case and it warns i wont be able to make another? 

[tressygirl]

You cannot open another for item not received but you should be able to select Return selecting the reason Item not as Described >>  Does Not Match Description or Photos.  Sometimes you need to wait a while, for things to update, maybe try again a little later,

Use a laptop / PC and not the app or mobile browser, and use Chrome or Firefox.

If there is still an issue contact eBay Customes Services, I usually recommend contacting them very first thing in the morning when the lines first open at 8 a.m. as there's more chance of Dublin answering. 

Explain what has happened and for them to hellp you now, which is in eBay rules,  to open that case for item not as described.

To Contact Customer Services it's a Live Chat, or you can select to speak and request a Call Back. Click on this link:

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

On weekdays lines open between 8 a.m. and 10 p .m.

On weekends they open between 9 a.m. and 6 p.m.

@sweets_peas 

[sweets_peas]

ok thank you i just sorted out the return many thanks 🙂

[tressygirl]

Oh excellent, glad to hear it all worked out !