Seller closed case refusing return

smudge56

on a laptop now so can see things clearer now
16/12/17 - bought
17/12/17 - paid and requested address & collection time
24/1/17 - sent another message re collection
31/1/17 - reply from seller
2/1/18 - collected
4/1/18 - messaged seller "question about item" chosen
seller replied giving phone number to call him
a few phones call back and forth - no positive result
24/1/18 - return requested "doesn't work or defective" reason chosen
27/1/18 - reply from seller stating item was working
31/1/18 - message from ebay stating that return now closed - seller had refused.
I can no longer see the item on my purchase history and when I go to the resolution centre the item doesn't come up either.

Hope this makes it a bit clearer. The item in question cost £1500, so as you can imagine I am more than just a bit concerned:mad:

theonlywayisup

What if any evidence did you supply on 24/1/18 when you opened a return for SNAD (a case)?

31/1/18 suggests the seller escalated the case and eBay ruled in the seller's favour - likely if you've not given any evidence or disputed anything the seller has said from 24/1/18 onwards....

It is clear you've had a case open and it's now closed in the seller's favour. Which means your option on ebay is an appeal - very likely you'll lose.

As you paid by Paypal, you will still be able to open a case but if it goes in your favour you will have to send the item back with proof of delivery (and signature) at your expense. As the expenditure is £1500, you may favour this option regardless of the return cost.....there is a scheme to give you £15 towards that cost but without knowing what the item is (generically speaking) then it's difficult to know if you can return it with online tracking...can you?

smudge56

Spoke to Ebay. The reason they gave is its outwith their 30 days guarantee which then allow the seller to close the case. The guy I spoke to was very helpful and could see by the messages, that I still hadn't received the item on the 24th (i collected on 2/1/18) and put me through to appeals - they just said that I couldn't reopen a closed case - so its off to Paypal now to start again :-(
Thank for everyone's comments

theonlywayisup

smudge56 wrote: »

Spoke to Ebay. The reason they gave is its outwith their 30 days guarantee which then allow the seller to close the case. The guy I spoke to was very helpful and could see by the messages, that I still hadn't received the item on the 24th (i collected on 2/1/18) and put me through to appeals - they just said that I couldn't reopen a closed case - so its off to Paypal now to start again :-(
Thank for everyone's comments

Ah yes sorry I missed that in the dates, perils of reading on a phone. You have 30 days from purchase to file a case and you missed that deadline. That meant ebay would open communications but not allow an escalation (them making a decision).

Why did you wait so long?

Anyhow, your option now is with Paypal. You haven't said what the item is - car engine/food mixer/gym equipment - do you see where I'm going? What is the item, how heavy/big is it?

smudge56

Reason it took so long was he took about a fortnight to reply with his address for collection. contacted him soon after we discovered it didn't work and it was communication by phone then. The last communication that ebay could confirm that I didn't have the item was 24th December - I requested the return on 24th Jan - just one day outside the 30 days.
The item weighs 30kg 315x500x470 mm there's also a very large heavy power unit (Which has no power) Takes two people to carry it.
Don;t know where to begin packing it up, never mind finding a courier that will take it. Any suggestions welcome

bris

So you collected an item worth £1500 and didn't even want to see it working? Sellers cant close cases so there is something you are not telling us.

martindow

smudge56 wrote: »

The item weighs 30kg 315x500x470 mm there's also a very large heavy power unit (Which has no power) Takes two people to carry it.
Don;t know where to begin packing it up, never mind finding a courier that will take it. Any suggestions welcome

You will need to put this on a pallet. It will be too heavy and large for cheap parcel services so you need to contact carriers directly for prices.

You need to be sure that it has online tracking to provide evidence of its return. Could there be problem with someone accepting it at a storage unit?

smudge56

No I have his home address he just kept it in storage
Thanks.

theonlywayisup

bris wrote: »

So you collected an item worth £1500 and didn't even want to see it working? Sellers cant close cases so there is something you are not telling us.

The op has made this abundantly clear in the later posts. The case was opened as a courtesy by eBay, therefore it cannot be escalated and can be closed by the seller after the 8 days.

theonlywayisup

smudge56 wrote: »

No I have his home address he just kept it in storage
Thanks.

As above, you'll need a pallet firm but they MUST have online tracking which shows both the delivery status AND a signature and some indication of where delivered to (ie a postcode or area as per Royal Mail's delivery statuses).

If you don't have these, you will lose the dispute.

Use this link to get Paypal to help towards the cost (£15 currently). https://www.paypal.com/uk/webapps/mpp/refunded-returns

Edit - don't do anything until Paypal tell you to. Give your clear evidence in the case explaining the item didn't work (or whatever the issue is), don't waffle and don't give to much that you tie yourself up in queries.
Remember, the rep has to understand when they quickly read the notes.

Keep an eye on deadlines.