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Partial refund after return – USD 170 missing, case closed
I’m hoping someone from the community can advise me on what to do next, because I’m currently stuck.
I placed one order with two items from seller sarafsaraf:
Item 156704569690
Item 156704370631
Item 156704569690 was sent incorrectly. I also decided that I did not want to keep the second item (156704370631). I contacted the seller and we explicitly agreed in writing that I would return both items together in one shipment. The seller confirmed in writing that this was acceptable and that they would cover the return shipping costs, since one item was wrong.
I opened a return for item 156704569690 and included the second item (156704370631) in the same return package, exactly as agreed. This agreement is documented in the eBay message system. The seller received the return several weeks ago.
However, I never received a full refund. The seller stopped responding, so I opened an eBay case. The case was decided in my favor, but only a partial refund was issued, because eBay was not aware that the second item was included in the same return shipment.
As a result, I am still missing USD 170, which is the value of item 156704370631.
The case is now closed, the seller remains unresponsive, and I cannot find a way to correct this misunderstanding with eBay support. I returned both items, exactly as agreed and documented, but I was only refunded for one.
Has anyone experienced something similar?
Is there a way to reopen or escalate the case, or otherwise recover the missing USD 179?
Any advice would be greatly appreciated.
Thank you in advance.
lady_madonna
Mentor9 months agoYou needed to file a Return Request for the second item, 156704370631 also in order for Ebay to be aware that you returned it.
You cannot reopen the return request nor escalate.
foto010101
OP9 months agoThanks for clarifying.
I understand that technically I should have opened a separate return for item 156704370631 so eBay’s system could track it. At the time, I relied on the seller’s written confirmation in eBay Messages that returning both items together in one package was acceptable and that both would be refunded.
Both items were returned and received by the seller. Unfortunately, the seller is now unresponsive, and because the return flow only covered one item, eBay only refunded that item and closed the case.
Given that the case cannot be reopened and escalation is no longer possible through eBay, what would you recommend as the best next step in this situation?
PayPal dispute / chargeback?
Credit card chargeback?
Any other realistic option that has worked for others?
lady_madonna
Mentor9 months agoIn normal situations I would suggest PayPal first but do you have absolute proof that the second item was included in the returned package? Without absolute proof I highly doubt that a refund would be forthcoming.
foto010101
OP9 months agoI have good news: the seller eventually issued a full refund. Although the second item had already been shipped, I selected “return item†on eBay following the advice of an eBay agent I was finally able to reach.