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Wrong item received, returned via eBay DHL label (delivered Dec 1, 2025), no refund
Hello eBay Support Team,
I’m requesting your urgent assistance under the eBay Money Back Guarantee regarding a return where I received the wrong item, returned it using an official eBay prepaid DHL label, the seller received the returned package, and I still have not received any refund. At this point I have neither the item nor the money, and eBay now shows the return as unavailable.
Problem summary:
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The item I received did NOT match the listing description/photos.
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Instead of the Ring Battery Doorbell Pro (video doorbell), I received a Ring Spotlight Cam Pro (Battery) (CCTV/floodlight camera), which is a different product.
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The seller asked me to return it. I opened the return through eBay and shipped it back via DHL using the eBay “Print label†(prepaid label generated in the eBay return flow).
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DHL shows the returned package was delivered to the seller on Dec 1, 2025, but I have not received a refund and the seller stopped responding.
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eBay now indicates the return is “return unavailable,†so I cannot proceed further.
Return shipping / delivery proof:
- [Removed by moderator]
Full timeline / retrospective (newest to oldest):
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Dec 7, 2025 — I messaged the seller on eBay:
“Hi, Are you received returned item on December 1st. When can I expect my refund? Thank you. [Removed by moderator]â€
No response from the seller. -
Nov 27, 2025 — I informed the seller via eBay messages:
“I sent it back.â€
After Nov 27, I contacted the seller multiple additional times via eBay messages; the seller did not respond. -
Oct 10, 2025 — Seller’s messages in eBay:
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“I see the order, can you request a return please, i cannot start them from my end.â€
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“and I will arrange for a return shipping.â€
I followed the seller’s instruction and opened the return request through eBay.
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Oct 9, 2025 — I notified the seller that the received item does not match the listing and provided photos of the box/device/packing. I stated this is an “Item Not as Described / Incorrect item†case under eBay Money Back Guarantee and requested either:
(1) a full refund (item price + original shipping), or
(2) a prepaid return from Spain (I am located in Spain).
Important note:
This return was shipped using the official eBay “Print label†with DHL (prepaid label generated by eBay during the return process). This was not an off-platform return. Therefore, eBay should be able to verify the return label and tracking in the system. [Removed by moderator]
Current issue:
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The seller has the returned item (confirmed delivered), but no refund has been issued.
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The seller is non-responsive.
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The return now appears “unavailable†on my side, blocking any further action and leaving me with neither item nor refund.
What I am requesting from eBay:
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Please locate [Removed by moderator] and the associated eBay return, verify the delivered return shipment via the eBay/DHL label (tracking [Removed by moderator], delivered Dec 1, 2025), and reopen/escalate the case if needed.
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Please issue a full refund (item price + original shipping) under the eBay Money Back Guarantee because:
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I received an incorrect item (not as described),
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I returned it through eBay using an official prepaid DHL label,
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the seller received it and is not responding,
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I am left without the item and without my money.
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I can immediately provide any supporting documents if required (photos of the incorrect item, screenshots of the eBay message thread, DHL receipt and tracking screenshots). However, since the return label was created through eBay, the key return and tracking details should already be visible to you.
Thank you for your help. Please escalate this to a Money Back Guarantee specialist/supervisor if necessary, as the return is unavailable despite confirmed delivery and the seller’s non-response.
Best regards,
Alex S
