How long to wait for a refund?

wookeyhole1

Hi all,

please could you offer a little advice.

I bought an item for my daughters room and when it arrived a part of it was ripped (not mentioned in the listing.) Because of this, it was not fit for what was needed and I asked to return for a refund.

The seller then provided a return address and I posted recorded to them and royal mail delivered it to them last tuesday.

I have since asked twice for my refund and they said their returns manager is dealing with it and the latest said I will receive my refund today, which I did not receive.

Do you think I should open a dispute to get my money back or is it too soon? I also asked about the seller refunding my return postage ( not cheap at £6.55) as it was not my fault the item was faulty which they have not mentioned.

They are a business seller (not sure if that makes a difference)

Thanks in advance

theonlywayisup

What does the tracking say?

Business sellers on Ebay don't always play by the letter of the law. Unless they voluntarily refund your returns postage, Ebay cannot enforce it, so you won't get it back. It's not correct but you can express your dissatisfaction in their feedback and stars (when this is all resolved).

wookeyhole1

thanks, The traking says they received the item back last tuesday (24th)

theonlywayisup

Then open a case in Paypal (dont let it divert you back to Ebay which it will try to do). Then escalate it (I think you have to wait an hour). When the case asks you to add tracking, add it and wait for your refund.

It will take some time and at any stage the seller can action the refund voluntarily, but at least this will get their attention.

Crowqueen

Yup, a case will focus their minds. Unfortunately you might lose the return postage, but the only way you can enforce that is via the courts - not an ideal situation by any means.