seller received item back but hasn't issued refund and eBay closed the case.

[brookfurlong]

I returned an item which the seller agreed to refund. The item has been delivered back and they have not refunded. I messaged them about the refund and eBay has closed the case without the refund. How do I get my money back?

There seems to be no way to contact customer support.

I paid using a credit card and have kept the proof of delivery to them and proof of eBay closing the case without refund.

Has anyone tried claiming this back via credit card?

[jckl1957]

If Ebay has closed your case, you can try your payment provider.

Ebay usually only close return cases for a few reasons.

You didn't return the item within the time allowed.

You didn't add the tracking when you posted the item.  Have you checked the tracking?  If it doesn't show delivery back to the seller on Ebay, they could close the case.

If you return the item and the seller does not respond, then, 48 hours after tracking shows they have the item back, you can ask Ebay to step in and make the seller refund you.

If you don't do this, after 21 days the case will simply close in the seller's favour.

[brookfurlong]

I have the tracking information and it shows on eBay that it was delivered.

They closed the case 20 days after delivery so before the  21 day deadline. Return was delivered on 28th March, I contacted seller on 12th April to ask where the refund was and no response, and the case was closed on 17th April. Even if they count the delivery day and the last day then I should have until the end of the day on 17th April to request that they step in. Ebay have jumped the gun.

 I think I will contact my card company and request that they step in. 

Thanks for your input. 

[brookfurlong]

I have just heard from eBay and they have reviewed the case and are issuing a refund. Great outcome. 

Thanks eBay

[jckl1957]

You were lucky - they did not have to refund you and the money will have come from Ebay (I assume) rather than the seller.

The 21 days is from when you open the case so, in future, be proactive and ask Ebay to step in if a refund is not forthcoming.

'We'll keep your return open for 21 business days. After that, if there's been no activity, we'll assume everything is sorted out and close the return. Once a return is closed, it can't be reopened.'