Seller not refunding

Help1234

Hi,
I bought an item on Etsy and when it arrived it looked very different to the picture. The seller had a returns policy that allowed returns so I messaged to say I wanted to return and he provided the address. I posted the return and posted proof of delivery receipt. He told me I would receive a refund within 1-3 days but that was a week ago. I can’t make a case with Etsy because it asks for mandatory photo proof that the item is different which I didn’t take because I thought it was just a simple returns process. I paid with PayPal. I have already contacted the seller to ask about my refund and received no response. I have also not received the email to say the refund has been triggered by the seller. Please advise.

Penguin_

Have you asked them since the item was returned where your refund is?

Help1234

Yes I have not had a response

Help1234

Also when other things have been refunded with other sellers it triggers an email, but I’ve not received any email so I know the seller has not trigger the refund process.

Aylesbury_Duck

Contact the seller again and ask where your refund is. 

Help1234

I have already contacted the seller and received no response. I would like to know what is the next step if I don’t hear from him again?

Aylesbury_Duck

Contact Paypal and initiate whatever process they have for these situations.

theonlywayisup

Open a SNAD (significantly not as described) on Paypal.  Before you do that, sign up to their 'returns on us' scheme.  

Add your evidence to the claim and when you are able escalate it.  Paypal will require you to return the item at your expense (or using the reimbursement from the above scheme) via an online trackable means to the seller.  Do not skimp on how you return it, it must be trackable online to delivery.  You do not need a signature if the item is less than £750.

Do not close the claim at any time, even if the seller says they can't refund unless you do.

Help1234

The problem is I don’t have any evidence that the item is not as described because the seller said they accepted returns so I already returned it without taking any photos or evidence :-(

Aylesbury_Duck

Nothing you can do about that now, just let Paypal work through their process.

theonlywayisup

Help1234 said:

The problem is I don’t have any evidence that the item is not as described because the seller said they accepted returns so I already returned it without taking any photos or evidence :-(

Ah I missed that - I blame my phone and lack of spectacles!

In that case you don't have any comeback with Paypal as they would require proof of delivery at the very least.