Return refused

Missymoo2

Hi

I purchased quite an expensive item which was defective, I requested a return which was returned on Friday. The seller has messaged to say ebay had used her old address, when I checked the tracking it was down as refused and has arrived back to me today. 

Ebays systems say today is the last day for seller to refund. She has messaged saying can she have my email address so she can send me a courier label to return but I am concerned this is going outside ebays terms and will affect my refund.

Can anybody advise please as I do not want to lose my refund but happy to do what I can to get the item back to seller.

Thank you

se2020

Message the seller, tell her the refund is due today so send that and the label
Once you have the refund send the item back using her lable.

If she won't refund escalate the case to ebay as they can see the returned item had been refused and will refund you.  

I wouldn't send an item to another address without having my money back first. 

soolin

Assuming the case is open on eBay and label supplied via that system then just showing the item as posted is enough for you to get a refund. Phone eBay, explain what has happened, point out the tracking shows item was returned and insist they refund you as per the buyer guarantee. 

Then, as suggested above only return the item once you have your refund. 

Missymoo2

Thank you to both of the above posters for replying. I will speak to Ebay tomorrow and request a refund, I am honest and will return the item but I do not want to do anything wrong to risk my refund.

Missymoo2

The seller has now opened a case asking ebay not to refund due to being delivered to a wrong address and that I won’t return. Ebay are reviewing but I have nowhere to return it to via Ebay, only a label which the seller wants to send to my email address. 

soolin

You’ll need to phone eBay , if the first person you speak to is unhelpful keep trying . It is the sellers responsibility to keep their address for returns up to date , it isn’t your problem they didn’t bother and they can’t refuse the refund due to their mistake. 

Missymoo2

Is it better to call, I have tried a chat and they have said to ask her to send a return label through ebay messages and I will be covered.
The case she has opened makes me look dishonest and she has put in capital letters DO NOT REFUND THE BUYER

soolin

Missymoo2 said:

Is it better to call, I have tried a chat and they have said to ask her to send a return label through ebay messages and I will be covered.
The case she has opened makes me look dishonest and she has put in capital letters DO NOT REFUND THE BUYER

The only thing I don’t quite understand is what case the seller has opened, there isn’t one that covers this. Do you mean they have responded to the return case already opened? If so that shouldn’t matter , as above if the label was supplied via eBay then the tracking will be attached to the case and will show item was returned , the fact it was technically refused as it was the wrong address, doesn’t matter. The case should still be found in your favour and phoning eBay is better than live chat as I tend to find live chat pretty useless. I posted a few months back about ‘advice’ they gave me and for which I had a copy of the chat and which if I had acted on it broke so many eBay rules I could well have received a serious warning. 

Double check the open case, make sure the tracking shows the situation and shows you did try and return, if escalation date is tomorrow then at some point after that it can be escalated by you. 

Missymoo2

It says this return i now a case as the seller has opened a case.

There is then notes from the seller to say it had gone to an incorrect address and back to me, then do not refund as I am ignoring her requests.

It was refund by 12/06/2023. It has now gone to a case and says it will be reviewed within 48 hours. 

The RM tracking on Ebay stated returned. On the RM tracking it shows refused delivery and returned to sender.

se2020

The "refused delivery" will be enough to get the case closed in your favour.

Due to the way the seller is acting I would be a bit suspicious. 
I would worry that they never intended to provide a refund, refused delivery when it was returned,  and are now thinking they can send you a label to get it sent to a friends house knowing that ebay won't refund you unless you send it to the ebay-provided address. 

As said above,  it is upto the seller to keep the address up to date and the return case would have shown the seller what address it was being sent.to.

Speak to ebay, no need to mention the seller is trying to send you a label outside of eBay.
Tell them you sent the item back (provide tracking number from ebay label) tell them seller refused item and has not refunded.  I wouldn't even mention the seller claims they have moved.
That should be enough for them to close the case and refund you.
Then, once you have received the refund, the seller can send you a label for the return.

GadgetGuru

As mentioned several times above - PHONE eBay. Actually speak to someone. They will resolve it over the phone straight away.