Ebay Seller can't refund?

sparkychris

Hello!

I bought something off ebay a couple of weeks ago that turned up broken- and i believe the seller sold it knowing it was broken... I contacted the seller and asked for a refund she didnt reply so I opened a dispute type thing and was told that the seller had 8 days to respond. A couple of days later she offered to refund but said she 'couldnt' refund the postage. I agreed, and expected a refund but recieved nothing.

Today is the 8th day and I have just recieved a message saying that she has just tried to refund, but as there is an unresolved case, she doesnt have the option to refund me and if I close the case, she can then refund me.

Is this the case? Or is it so that if i close the case she can then just ignore my requests for a refund?

Thanks, Ebay experts!

mrcol1000

I guess the problem is that she can only work out how to refund you in full, not just the item cost. She can refund you with a case open and is just playing you.

I would just escalate it to Ebay. You deserve a FULL refund not just the item cost. Regardless of how or when the item got broken, it arrived broken and that is not your fault.

You have given the seller an opportunity to resolve this, it sounds like they are playing you, so just escalate it now and Ebay will force them to refund you in full. Don't let dodgy sellers walk all over you.

[Deleted User]

Do not close the case as you will never see the refund.

sparkychris

ok- thanks for that

To be fair- it was only a 20 quid part (3 quid postage). Its more the principle. Since I bought the part and discovered it was broken, I had a look at the sellers other items and they are all dresses so in retrospect, it seems strange that there would be a car part for sale. I believe she had the part replaced on her car (Its a common faulty bit) and sold the broken one, which is why i'm so determined to get a refund.

I'm a couple of hours away from the 8 day deadline. Will I get sent the option to escalate or is there something else I need to do?

Annie35

no dont close the dispute, just log back in in a couple of hours & the option to escalate should be available. You may be required to return the part (unlikely) before a refund is forced but if so ebay will send you a postage label & charge the seller for that too!

theonlywayisup

As above.

Do not close the dispute.

Escalate the case and either ebay will refund you and tell you to keep the item or she will have to provide a prepaid postage label for you to return it. You will get a FULL refund. Why did you accept a reduced refund when none of this is your fault. Sellers need to know their responsibilities.

Edit - you will get the ability to escalate online on the exact moment the case turns 8 days old. If you don't you could ring or go on livechat and be brief. Explain it arrived broken/faulty and the seller hasn't provided a returns label. That's it, don't waffle about anything else.

TKPeters

She can refund from the case, although as you have opened the case it will be a full refund inc Postage.
As the item is broken, you shouldn't be out of pocket be taking a hit on the posatge cost

theonlywayisup

TKPeters wrote: »

She can refund from the case, although as you have opened the case it will be a full refund inc Postage.
As the item is broken, you shouldn't be out of pocket be taking a hit on the posatge cost

This is, I suspect, the reason she wants you to close the case. She can only refund the entire payment from the case and clearly she doesn't want to do that, not least because you agreed.

George_Michael

I would suggest that you contact the seller again and tell them that when you agreed to a refund minus the postage costs, you were unaware of your legal rights and since then you have discovered that they (the seller) is required to provide you with a full refund of the amount you paid and they are also responsible for any costs incurred in getting the faulty goods back.

Explain that because of this, you are not willing to close the case until you have received your full refund.

theonlywayisup

George_Michael wrote: »

I would suggest that you contact the seller again and tell them that when you agreed to a refund minus the postage costs, you were unaware of your legal rights and since then you have discovered that they (the seller) is required to provide you with a full refund of the amount you paid and they are also responsible for any costs incurred in getting the faulty goods back.

Explain that because of this, you are not willing to close the case until you have received your full refund.

No, absolutely no.

There is no need for the buyer to contact the seller.

There is no explanation of anything needed.

The buyer should not even contemplate closing the case. The refund will close the case.

Pun

sparkychris wrote: »

Hello!

I bought something off ebay a couple of weeks ago that turned up broken- and i believe the seller sold it knowing it was broken... I contacted the seller and asked for a refund she didnt reply so I opened a dispute type thing and was told that the seller had 8 days to respond. A couple of days later she offered to refund but said she 'couldnt' refund the postage. I agreed, and expected a refund but recieved nothing.

Today is the 8th day and I have just recieved a message saying that she has just tried to refund, but as there is an unresolved case, she doesnt have the option to refund me and if I close the case, she can then refund me.

Is this the case? Or is it so that if i close the case she can then just ignore my requests for a refund?

Thanks, Ebay experts!

I've had the same problem - someone opened an 'item not received' dispute (in spite of the fact I'd already spotted it had gone AWOL from the tracking and said I'd refund in full if it didn't arrive in the next few days) and when I tried to refund, couldn't do so because the funds were on hold because of the dispute. I had plenty of cash in my Paypal account, but still couldn't refund.

Only when I had a message from ebay saying (words to the effect) 'try to work it out with your buyer' did I get the option to refund. I did and as others have said, that closed the case.