Seller wants me to close dispute before they refund

Pennywise

I bought an item which was faulty. Seller asked for video showing fault, which I provided. Then they said they'll refund and don't want the item returning. But, before they refund, they want me to close the dispute. Just wondering how I stand if I close it and they don't refund - can I reopen again?

MataNui

Nope. Tell them to refund, then you will close.

keiran

I am NOT an experienced ebay user.

However, I had a similar issue last year.
The seller wanted me to close the dispute before (he said) he could do a refund as the funds "were held by ebay" and he couldn't access them.

I searched the ebay FAQs which said that I shouldn't close the case. I reverted to the seller, pointing this out, but he persisted and, against my better judgement, I did close the case.

No refund materialised.

Luckily my order was made up of 2 items and so I was able to re-open using the second item and I did get the partial refund I had asked for and which the seller had (initially) agreed to.

I later noted he had been removed as a seller, with much negative feedback!

soolin

Never ever close a case before the refund is made. With the new rules about sellers not being penalised for cases, and also getting their FVFs back if they refund via a case I am struggling to think why any legit seller would ask this. Keep case open, if refund is not made escalate the case as soon as you can. Only respond to messages via the case and if you don't want to respond further then just leave it as buyers are under no obligation at all to respond to seller messages once a case is open.

theonlywayisup

No you cannot reopen.

As said above, the seller can easily refund through the case and that way they get their fees reimbursed. It's a simple click-through for them.

The only reasons I can think of for a seller wanting you to close a case is so that (a) they don't give you a refund or (b) they want to refund less than the entire amount. Either way these reasons are not acceptable.

Pennywise

Thanks all, have emailed to tell him to refund first.

soolin

Pennywise wrote: »

Thanks all, have emailed to tell him to refund first.

The refund itself will automatically close the case, as a buyer once a case is open you don't actually need to do anything.