EBay Faulty item return label issue

Lorian

It's not for me so want to be 100% sure on the advice I give. 

Item purchased is faulty - buyer opened case and got sent returns label.

Seller sends a message saying "don't send it to the address on the label send it to xxxc (which is an incomplete address miles away with no postcode) says it's previous address on label.

Buyer clearly can't do that so said so. 

Seller sends message to say he will change his address and to close the case and open a new one....

Expensive item

Maybe @soolin is around to advise safest resolution route for the buyer please?

Debbie9009

If she closes the case, she won’t be able to open another one, so definitely don’t do that, I would also not change the address as I suspect that would cause a problem if the seller then claims they haven’t received the item.

I think she might need to  contact eBay and ask their advice.

soolin

I concur with Debbie2009 , whatever ‘you’ do don’t close the case and don’t change the address on the label. 

One question , did the seller send the label or was it supplied by eBay? 

Lorian

Ebay supplied the label. Seller has a few recent negs for not being helpful. So contact eBay it is - what's the best method?

Lorian

Well needless to say the seller failed to take action or take part in further correspondence. Ebay agent online originally said to my friend that they would contact the seller to get it sorted but then changed that and said 'you are covered just send it to that address using the label provided' so that's what they are doing. I'm assured they have saved the transcript of the conversation.

We'll see what transpires.

GadgetGuru

Just send using the supplied label. No mater what happens you will be covered.

Send to alternate address = seller will claim they haven't received the package.
Close the case = cannot open a second case, so will be unable to do anything further at this point. 

The seller is being dodgy. Just return using the supplied label. Do not change anything.