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@louiseb4231 wrote:

The delivery photo doesnt even have the package in it, its just a photo of the post box next to the door. Does this help me at all? I assume not.

 

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Not really, it was an attempt to determine how honest the buyer was.

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@louiseb4231 wrote:

 

I do have the transcript on my emails, plus the message from eBay in my messages saying

"Lousie, I have checked the details and determined that there was a manual refund request submitted for this item to our dedicated specialized team. Please allow me to share that it usually takes7-10 business days for process the refund and I can see that the request for manual refund was processed on 24th November and I would request you to wait till 8th December."

 

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That "final decision" you received from eBay means they are washing their hands of the matter. As you have eBay's final decision you can take the matter up with the Financial Ombudsman Service. In your complaint you need to make it clear the item was sent via Simple Delivery meaning eBay were responsible for commissioning the carrier, the process you followed in the return case and provide screenshots of the transcript and the message where eBay specifically told you that you would be refunded. I'm afraid this is not going to be a quick process - it could take months but it is likely your only means of getting your money back now.

Did you record the serial number and IMEI of the handset? You need to file a report with Action Fraud (who seemingly have had a change of identity) including all the details you can provide. You will be given a reference number and a report which you should include in your complaint to the ombudsman - the Action Fraud/Report Fraud reference number would have been key with the eBay return case but it's too late for that now.