Help Dispute Resolution

Apreciar

I bought an item on eBay but when it arrived it was different from the photograph, I tried to contact the seller but they did not respond and so I went into dispute resolution.
The seller then did contact me and told me to return the product and they would refund the money. I sent the item back and today the seller has sent me this message

Can't.send your money back eBay have out a stop on it you will have to stop the case and I can get on.

Is this correct, would eBay stop him from sending the money. If I have to stop the case how do I do that and if the money is not then sent how do I proceed.

chancesare_2

No, it's not correct. He can refund through the dispute.

If you close the case you cannot reopen it.

Did you send the item back tracked?

steveE2

Don't stop the case
Paypal will have put the money paid on hold,your seller will need to call Paypal to ask them to release and refund you.

Apreciar

steveE2 wrote: »

Don't stop the case
Paypal will have put the money paid on hold,your seller will need to call Paypal to ask them to release and refund you.

Do I need to contact the seller and tell them this or will it be resolved as a matter of course.

chancesare_2

You could contact the seller and tell them you have spoken with Ebay or Paypal, whichever the case is with. And explain that they must refund through the case to close it.

Crowqueen

As above ^^^ - don't fall for this, this is one of the oldest tricks in the book. Persevere with the dispute - once the item shows as delivered or that delivery has been attempted, Paypal normally refund. You did get proof of that, didn't you?

Apreciar

I have sent three messages saying that it cannot be closed while in dispute but getting no response from the seller

chancesare_2

Apreciar wrote: »

I have sent three messages saying that it cannot be closed while in dispute but getting no response from the seller

Dont waste your time sending messages that they are obviously ignoring.

Did you send it back tracked? Is the case escalated? Is the case with Ebay or Paypal?

Crowqueen

Make sure you pursue the case by doing what you can to propel it forward. The seller is obviously not listening - if they were genuine they would have understood what you are trying to say and taken note (barring an extremely unlikely happenstance where eBay messages have glitched out three times in a row).

Apreciar

chancesare wrote: »

Dont waste your time sending messages that they are obviously ignoring.

Did you send it back tracked? Is the case escalated? Is the case with Ebay or Paypal?

No was not tracked but as they have not claimed it has not been received, just that they cannot refund due to eBay I trust this will show they have received it.

The case is with eBay but it also shows as in dispute with PayPal.

How do I escalate it, only used eBay a few times and not sure how it operates.

chancesare_2

I would ring Ebay, use the help section to get the number as it gives you a PIN which identifies you to them.

Explain that the item has been returned, the seller has it but cannot refund and is telling you to close the case.

Hopefully you will get someone half decent who will see the case details and close it in your favour. But you may have to ring a couple of times.