Item not as described

[ca51kb54]

I purchased an item that was not as described when I received it.  The seller does not accept refunds.  I wrote to the seller regarding the issue but I received no response.  I cannot find an ebay process that allows me to address this issue.  What can I do to get my issue resolved?

[wooden_flower]

@ca51kb54 

The seller’s no returns does not apply when the item is not as described.

Go to your purchase history - select return this item.  Under reasons select does not match the description, and follow the prompts.

The seller has 3 business days to send you a return label or a refund.  If he doesn't, or says he can not send a label, go to your case and click 'ask us to step in'.

[eastlaneave · Accepted solution]

@ca51kb54 

I am sorry that happened! If the item is not as described ALL sellers accept returns. Just follow this process:

You should open a Return Request. The reason could be "Item is defective", "Arrived damaged", "Missing Parts" OR "Doesn't Match photos and description" if the item you got was not what was shown and described.

You can open your return request here. Just click the photo and follow the instructions.

https://www.ebay.com/help/buying/returns-refunds/return-item-refund?id=4041 

You will be able to print a label from here https://www.ebay.com/help/buying/returns-refunds/returning-item/return-shipping?id=4066

-- You can check the status of your case here: 

https://www.ebay.com/help/ip?topicId=4667

-- Here is a help page where you can learn more: 

https://www.ebay.com/help/buying/resolving-issues-sellers/checking-status-request?id=4667 

Do not close your return request until you either have your refund in hand or you have the replacement item. Do not close it because the seller promises you something.

[ca51kb54]

Thank you for your input.  However, when I follow the prompts, I end up on a page that directs me to provide details.  I provide details in the block, but there is no prompt to use to complete my action.

[eastlaneave]

@ca51kb54 

You should see something like this

Add the reason in the block

Add a photo or several showing the issue.

Then you'll be able to click "confirm return".

[mam98031]

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@ca51kb54 wrote:

Thank you for your input.  However, when I follow the prompts, I end up on a page that directs me to provide details.  I provide details in the block, but there is no prompt to use to complete my action.

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This will usually happen when you do not attach a picture.  So try adding a pic and it will likely be fine.  If not, come back and tell us.