HELP!! Ebay have refunder buyer but I haven't received item back

dontone

Can someone help please?

I sold a Xbox game last week, it was brand new (never played) The buyer came on with a rude tone saying that the case was "obviously damaged this before packing it as it's smashed and there's no damage to the actual packing"
What I think has happened is that it got crushed in the post, but no probs, I requested that it be sent back for refund.
Anyway, a case has been opened, we've responded etc, only to find that today, Ebay/Paypal have refunded the buyer, but we haven't got the game back. Apparently it said that we haven't responded, but I did, the response thing is a little hard to understand (never had to do it before)
Now, I've never had a case opened against me as a seller before, so I'm furious that this has happened, especially as we haven't had the game back yet, and I'm £15 down.
Can anybody help with contacting Ebay please? I don't know where to start.
Sorry for the vent, just need a bit of help. Thanks

soolin

has the money physically left your account (ie not just held) ? If not it might be a no fault refund.

dontone

Hiya Soolin

My Paypal account says "refund by Ebay to XXXXXXX" So I'm assuming that they've done a refund.
What's happened is that they emailed me first and then sent 2 messages to the case thing, one about the damage (NAD) and one nonsense one about photos, both sent at roughly the same time. I've responded to the "damage" one afterwards saying send the thing back, but because I have responded to one and not the other, they've taken it as "not responded" and refunded.
It was reported on last Wednesday night, and refunded this morning. No sign of item and I've messaged the buyer asking where it is and all they said is you didn't respond.
I know that I've cocked it up at bit, but I've never had this happen before, and it seems a bit unfair. Any help would be appreciated.

techspec

Just try to appeal. But to be honest - the claims do clearly say whos turn it is to respond.

They can't take the money back - but they might refund you as a goodwill gesture. Worth a try.

Ive just won a case as a seller - because the buyer never responded. It works both ways.

dontone

techspec wrote: »

Just try to appeal. But to be honest - the claims do clearly say whos turn it is to respond.

They can't take the money back - but they might refund you as a goodwill gesture. Worth a try.

Ive just won a case as a seller - because the buyer never responded. It works both ways.

Thank you.

BTW how do you appeal? I've been looking on the resolution centre, which says I can, but it says "case closed", and I'm just going around in circles. I can't find a appeal button. Can you point me in the right direction please?