Posted 26 November 2023

Ebay return process

I haven't returned any ebay purchase before so new to the process.

I had contacted the seller that the item is of poor quality and not as described on 20.11.2023 and asked if it would be possible for me to return the item and get a refund, stating the above reason. The return postage is stated on the item as payable by the buyer, but as the item is not as described, I asked the seller if I could get a free return.

The seller replied on 21.11.2023 and agreed. He asked me to do the return via ebay. I did this on 21.11.2023 and the message on my ebay account is

"You'll receive a return postage label by 24 Nov. Starting on that day, the buyer can ask us to step in and help by opening a case."

I have not heard anything from the seller since and I have not received the return label. Should I contact the seller again or should I open the case with ebay?

Or do you think I should give the seller more time before contacting them?
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  1. freakstyler's avatar
    If the seller is not forthcoming with a pre-paid return label contact Ebay. Ebay will either generate one for you or issue you a refund without returning the item. I had this early on in the year with a large manufacturer outlet, item was damaged in transit, seller agreed to the return but wanted me to return the item to China rather than the UK where it was shipped from. Contacted Ebay when the time limit for them to supply me with a return label expired and they refunded me without sending the item back.
    mutley1's avatar
    Author
    thanks, i will open a case as it sounds like they should have responded by now.
  2. rainbowwheel's avatar
    Open a case, don't waste your own time.
  3. Mark_Hickman's avatar
    When you start a return under not as described ebay give you the label there and then the seller doesn't send it, it also goes to your email (edited)
    mutley1's avatar
    Author
    i haven't received anything.

    this is the email I got from ebay when I created the return

    "The seller should respond and let you know what to do next." (edited)
  4. Mendoza's avatar
    this happened to me recently, and eBay just didn’t send the return, for me to send it back.
    it was only £5 item, so I let it go, this time
  5. mutley1's avatar
    Author
    I raised a case this morning as advised and I got an email response from ebay pretty quickly to say that they have decided in my favour as follows.

    I had asked that they issue me with a refund or a prepaid label so I can return the item for a refund. Does this mean I can keep the item? It is of low value so it wouldn't have been worthwhile for the seller to pay for return postage.

    "Your case for this item has been resolved.

    We're sorry you had a problem with your purchase. We're issuing you with a full refund."
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