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Returned ebay purchase but no refund
carnut1234
Posts: 89 Forumite
Hello All, I'm hoping you can help and advise on how I can retrieve my refund back. Bare with me its a long one.
On the 30th June 2021 I purchased 4 x wheels spacers through ebay from a seller called extremealloywheels. The page had a "do they fit" section where you could put your car details in to see if they fit. This came up that they fit my car so I purchased. Items arrived fairly quickly within 3 days however I hadnt attempted to fit untill around 20th July. After fitting I noticed that the car felt wobbly and vague so took the car to my normal car garage. After inspection the wheel spacers dont actually fit as they dont sit flush to the hub by a few mm causing a wobble.
I contacted the seller on the 23rd June to explain the situation and that I would like to return the items. After not having a response for over a week I had spoken to ebay who said that I should open a returns case. Still no response from the seller I spoke to ebay again who had said that because It was over the 30 day guarantee I would need to either communicate with the seller in the hope they respond or as I paid by Paypal i can raise a case with them.
I raised a case with paypal on the 8th August, explained the details above and issued the case. Around 24 hours later Paypal closed the case in the sellers favour with a message that said "The case was closed in the seller's favour as the item wasn’t damaged, different or missing any parts as described by you.". Such an unusual reason to close this case this way as my description mentioned that the goods were either different or faulty and they didnt fit.
After a few chat messages with the Paypal customer service team they had said that someone must have miss understood and they have reopened the case with further notes. I shouldn't worry and this will be refunded asap. Within less than 8 hours the case closed again with the same message.
Frustrated with Paypal I thought I would reach out to the seller through ebay again and to my surprise I receive a message apologising for the issue and they gave me the return details and said once received they will issue a refund. PERFECT!!!
After paying £10 to returned them tracked/signed for delivery, expensive being that they are heavy items but didnt want to risk anything. items were returned and signed for on the 20th August 21.
After waiting a week and not having a refund I reached out to the buyer again to chase this up, after multiple emails saying that it can take 36 hours to issue refunds etc I then receive a message to say that they are trying to issue a refund but ebay have locked them out because I have an open dispute with paypal.
So after going back and forth with paypal, ebay and the seller im stuck at this point of Paypal saying the case is closed in the sellers favour, ebay are saying its still open with paypal and the seller only uses ebay for their financials so are unable to process a refund until ebay lets them.
Im now stuck, months down the line, no goods, no refund and a total of £69.98 down (includes cost of return). I spoken to Paypal multiple times to say that the goods have been returned, I have all proof of messages with the seller agreeing the return, apparently them wanting to refund me but cant and they have said that because the case has been closed twice they cant do anything. Ebay are saying they cant do anything because the case shows as open still and ive even asked the seller to refund me direct to my bank which they wont. Ive even tried to sort something with my bank (lloyds) but because it comes through as a direct debit from paypal im not covered under charge back.
As mentioned I have all chat messages and proof of return. where can i go next?
On the 30th June 2021 I purchased 4 x wheels spacers through ebay from a seller called extremealloywheels. The page had a "do they fit" section where you could put your car details in to see if they fit. This came up that they fit my car so I purchased. Items arrived fairly quickly within 3 days however I hadnt attempted to fit untill around 20th July. After fitting I noticed that the car felt wobbly and vague so took the car to my normal car garage. After inspection the wheel spacers dont actually fit as they dont sit flush to the hub by a few mm causing a wobble.
I contacted the seller on the 23rd June to explain the situation and that I would like to return the items. After not having a response for over a week I had spoken to ebay who said that I should open a returns case. Still no response from the seller I spoke to ebay again who had said that because It was over the 30 day guarantee I would need to either communicate with the seller in the hope they respond or as I paid by Paypal i can raise a case with them.
I raised a case with paypal on the 8th August, explained the details above and issued the case. Around 24 hours later Paypal closed the case in the sellers favour with a message that said "The case was closed in the seller's favour as the item wasn’t damaged, different or missing any parts as described by you.". Such an unusual reason to close this case this way as my description mentioned that the goods were either different or faulty and they didnt fit.
After a few chat messages with the Paypal customer service team they had said that someone must have miss understood and they have reopened the case with further notes. I shouldn't worry and this will be refunded asap. Within less than 8 hours the case closed again with the same message.
Frustrated with Paypal I thought I would reach out to the seller through ebay again and to my surprise I receive a message apologising for the issue and they gave me the return details and said once received they will issue a refund. PERFECT!!!
After paying £10 to returned them tracked/signed for delivery, expensive being that they are heavy items but didnt want to risk anything. items were returned and signed for on the 20th August 21.
After waiting a week and not having a refund I reached out to the buyer again to chase this up, after multiple emails saying that it can take 36 hours to issue refunds etc I then receive a message to say that they are trying to issue a refund but ebay have locked them out because I have an open dispute with paypal.
So after going back and forth with paypal, ebay and the seller im stuck at this point of Paypal saying the case is closed in the sellers favour, ebay are saying its still open with paypal and the seller only uses ebay for their financials so are unable to process a refund until ebay lets them.
Im now stuck, months down the line, no goods, no refund and a total of £69.98 down (includes cost of return). I spoken to Paypal multiple times to say that the goods have been returned, I have all proof of messages with the seller agreeing the return, apparently them wanting to refund me but cant and they have said that because the case has been closed twice they cant do anything. Ebay are saying they cant do anything because the case shows as open still and ive even asked the seller to refund me direct to my bank which they wont. Ive even tried to sort something with my bank (lloyds) but because it comes through as a direct debit from paypal im not covered under charge back.
As mentioned I have all chat messages and proof of return. where can i go next?
0
Comments
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update: ive used Resolver and pushed this to the Ombudsman.... fingers crossed.0
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What Ombudsman ??
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You need to exhaust the internal formal complaints procedures with eBay, PayPal etc before going to the ombudsman. From what you've said you haven't raised this as a formal complaint?0
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Assuming you have the sellers name and address, send them a letter before action.0
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