Refund for Laptop
Summary: toddbleeker reported issues with a purchased laptop on eBay, initially suspecting a remote-control virus but later identifying a hardware malfunction. After returning the laptop for repair, the seller admitted inability to fix it and promised a refund, which was not received. Other participants advised toddbleeker that eBay's refund policy has a 30-day limit. Suggestions included contacting their credit card company for a chargeback or exploring small claims court. toddbleeker decided to follow up with their credit card company to seek resolution.
Help! On Mar 20, 2026, the laptop that I ordered on eBay arrived at my home. By early April, it was evident that something was very wrong with this laptop. I initially thought that it was a remote-control virus but now it's clear that it was defective hardware. I contacted the seller and he eventually had me ship the laptop back to him for repairs. On May 29, he acknowledged that he was unable to fix the defective laptop and promised me a refund. Since then, he has strung me along saying that he is working on getting the $1335.18 refund processed but never sending me any money. Now he has ghosted me. I've included the entire message thread between me and the seller below.
I need to ask eBay to step in, but since the sale was more than 90 days ago, I can't figure out how to make that request on the website. How do I escalate this to eBay?
Entire Message Thread
Apr 11, 2026
[Todd, Buyer] 8:58 AM This laptop was clearly shipped with remote control malware installed on it. I have attempted to mitigate this invasion of privacy, but I have had limited success. How do you propose to make this right?
[Ashant, Seller] 8:59 AM What malware ate you referring to?
[Todd, Buyer] 9:04 AM A hidden remote control software. I cannot find the malware, but from the moment we powered up the laptop, we see the results. It's alarming to see some invisible user opening browser windows, moving the mouse around, visibly interacting with the touch screen, etc.
[Ashant, Seller] 9:07 AM I apologize about that but I didn’t put that on your computer. It has the OS, Microsoft Office, free antivirus, software for watching videos/music & Adobe, nothing else.
[Todd, Buyer] 9:12 AM I don't know what happened to this laptop before you shipped it to us, but when we received it, Windows had already been initiated, and this malware had somehow been installed. I'd like to exchange this device for a laptop that doesn't have this issue.
[Ashant, Seller] 9:18 AM All of my laptops come the way it’s shown on the pictures. If you can show me the issue that you’re having I can try to see what I can do.
[Todd, Buyer] 9:33 AM I'm only asking to exchange this device for an identical device that isn't infected with malware. I can try to capture a video the next time it happens, but by then the remote operator will have stolen whatever they want. So, this has placed me in a very difficult position. I can't really use this laptop for anything until this problem is dealt with.
[Ashant, Seller] 9:41 AM The best I can do is have you send it back and just reinstall the OS and send it back to you without any software to fix the problem.
[Todd, Buyer] 10:26 AM That could work. I'm also pretty technical. Is there some way I can reinstall the OS myself?
[Ashant, Seller] 10:31 AM You would just need a 16GB flash drive and the OS software. You can use Rufus to create the windows drive and it’s free to download.
Apr 15, 2026
[Todd, Buyer] 5:44 AM As you suggested, I downloaded the Windows 11 ISO, created a bootable USB drive using Rufus, used diskpart to consolidate and format all partitions, reinstalled Windows 11 Pro using my MSDN Visual Studio Subscription, but this laptop is still "possessed".
See the short clip of the bizarre hands-free activity. Even in airplane mode, you can see the touch screen being activated, random windows being opened, the mouse moving around, etc. After hours and hours of mitigation, I now suspect a hardware problem with the touch screen activating randomly causing continuous havoc.
If you cannot exchange this device for a functional equivalent, I would like to return this defective hardware and receive a refund.
[Todd, Buyer] 6:07 AM This thread only lets me share images, not videos. But I uploaded the MP4 to an eBay folder on my OneDrive and generated a bit.ly redirect called PossessedDellXPS17 (case sensitive).
(I can provide the original video of the defective device, if needed)
[Ashant, Seller] 7:45 AM The best I can do is have you send it back for me to repair and send it back to you.
[Todd, Buyer] 11:46 AM How do I send it back to you?
Apr 25, 2026
[Todd, Buyer] 12:56 PM You will need to repair/replace the touchscreen. It is clearly still malfunctioning even after wiping the hard drive and reinstalling the OS.
[Ashant, Seller] 2:38 PM Just send it to the address that's on the box. I'll diagnose it and go from there.
May 1, 2026
[Todd, Buyer] 4:09 PM I sent the defective laptop back to you via UPS at the address on the original label:
I used the same packaging in which the laptop was originally shipped. UPS estimates that the package will arrive on May 7, 2026. The tracking number is: 1Z6V56960343517813
Please tell me what you identify as the root cause of the hardware failure. An operating system refresh will not overcome the malfunction.
You can access the Windows 11 local Admin user using the password: P@ssw0rd1
[Ashant, Seller] 4:10 PM I gotcha.
May 8, 2026
[Todd, Buyer] 11:00 AM Apparently, the package sat on the floor at the UPS store here in St George for three days before it started it's transit. Ug! So, the package is now scheduled to arrive at your place Monday, May 11 between 10:45 A.M. - 1:45 P.M.
[Ashant, Seller] 11:01 AM Good to hear, I'll be looking out for it. Thanks for the update.
May 12, 2026
[Todd, Buyer] 7:50 AM UPS reported that the laptop package was delivered to your house midday yesterday. Let me know if you have any questions about the hardware problems we were experiencing.
[Ashant, Seller] 5:41 PM I recieve it and I'm working on it, I'll let you know what I find.
[Todd, Buyer] 5:42 PM Thank you.
[Ashant, Seller] 5:42 PM You're welcome.
May 19, 2026
[Todd, Buyer] 5:34 AM How goes the troubleshooting?
[Ashant, Seller] 2:16 PM I'm still looking, as soon I know something I'll hit you up.
[Todd, Buyer] 2:46 PM Thank you
[Ashant, Seller] 2:47 PM You’re welcome
May 27, 2026
[Todd, Buyer] 5:37 PM Status update?
May 28, 2026
[Todd, Buyer] 6:26 AM I am hoping for an ETA on the laptop repair or replacement. Would you prefer to just process a refund, so we can move on?
[Ashant, Seller] 6:32 AM So, after doing a full diagnostic test with this laptop I haven’t seen anything that could be wrong with it.
[Todd, Buyer] 6:40 AM I assure you, it is malfunctioning. You can visibly see touches on the touchscreen (especially along the right edge, see the video that I uploaded earlier in this thread) which launch whatever happens to be under the touch. It behaves like random left-clicks on the screen.
[Todd, Buyer] 6:46 AM See the two touch circles on the right edge of this screenshot, near the bottom.
(see the metadata of this post)
[Todd, Buyer] 6:51 AM In this screenshot, you can see the phantom touch ending the calendar application that it launched.
(post metadata would only let me show the one screen, but I can provide the original screenshot of the phantom touch circles, if needed)
[Ashant, Seller] 7:14 AM I didn't see what you're saying, but I'll keep checking.
May 29, 2026
[Todd, Buyer] 7:30 AM It was sporadic, not continuous. If you leave the laptop on for two or three hours, it will manifest itself, especially when on a Web page that has clickable content under the right edge of the screen. You'll be doing other things and then notice that new windows had mysteriously opened. If you happen to be looking at the screen when it happens, you will see the touch circles I showed in the screenshots and video.
[Ashant, Seller] 7:35 AM So, I've seen the touch circles. After giving the Dell a fresh OS install and making sure all of the driver updates have been uploaded, stress tests have been given. I don't see any of the other issues you're stating, but what I'll do is I'll use it for the rest of the day to see if those issues come about.
[Todd, Buyer] 9:02 AM I am 100% certain that software changes alone will NOT fix the malfunctioning hardware. Remember, I experienced the problems firsthand.
As I indicated in late April, the random touch circles and phantom mouse movements persisted even after I: reformatted the hard drive, reinstalled the OS, updated all drivers directly from DELL, disonnected from the Internet, and authenticated as a local-only user.
This laptop is damaged and must be repaired, not just refreshed. If that's all you intend to do, you need to sell this hardware to someone else. I've already invested far too much time and waited far too long to continue this cycle. I want a refund, so I can move on.
[Ashant, Seller] 9:04 AM Okay, I understand. Give me a week, and I'll send you a refund.
[Todd, Buyer] 4:06 PM Thank you
[Ashant, Seller] 4:12 PM Your welcome and I apologize about the issues
Jun 9, 2026
[Todd, Buyer] 5:07 AM What is the ETA on the refund?
[Ashant, Seller] 6:20 AM The money I have in the eBay account is on hold so as soon as it clears it’ll be sent to you.
[Todd, Buyer] 6:21 AM Is there anything that I need to do?
[Ashant, Seller] 6:30 AM No. I appreciate your patience.
Jun 16, 2026
[Todd, Buyer] 6:19 AM It's been another week. I need to get this refund soon. When do you think it will be processed?
[Ashant, Seller] 1:12 PM I’m sorry you think that I have a ton of money and I’m just taking my time to pay you when I feel like but I’m working hard to get you your money back as soon as possible. I again, thank you for your patience.
Jun 24, 2026
[Todd, Buyer] 1:55 PM Last week my employer eliminated my position, so I'm now looking for work. It would be very helpful if this refund came thru this week.
[Ashant, Seller] 1:56 PM I’m selling as much as I can to get it to you.
[Todd, Buyer] 1:56 PM Thank you!
[Ashant, Seller] 1:57 PM You’re welcome and thank you for your patience.
Jul 9, 2026
[Todd, Buyer] 8:10 AM I hope that you can process the refund soon. I need those funds now more than ever.
Jul 14, 2026
[Todd, Buyer] 3:32 PM As I mentioned, I lost my job. So, I really need to get this refunded this week. When do you think you will be able to issue the refund?
[Ashant, Seller] 3:36 PM Not this week. I don't know why you think I'm just sitting on a ton of money and just holding you up on purpose. My job is eBay; this is it. As soon as I get the money, I'll send it. Maybe you should start selling on here.
[Todd, Buyer] 3:51 PM I was hoping to resolve this just between us, but I think it's time to get eBay involved.
[Ashant, Seller] 3:51 PM I gotcha.
[Todd, Buyer] 3:52 PM You can't just perpetually say you'll send the refund and then not send it. That's not OK.
[Ashant, Seller] 3:55 PM I. Don't. Have. The. Money. Why do you think I said I would do my best to fix it for you? I'm working on having the money, but not by the end of this week. I haven't forgotten about you, and I'm not working against you, but your issues don't rush people buying my items to get your money back faster; that's not how it works, and I can't send it to you in pieces. It's the whole amount or nothing with eBay. I'm working on it.
[Todd, Buyer] 5:45 PM I'll hang on for two more weeks before I ask eBay to mediate. I know it isn't good for a seller to be reported to eBay, so I want to avoid that for you.
[Ashant, Seller] 6:49 PM I'll do my best, but I wasn't being sarcastic when I said you should start selling.
Jul 28, 2026
[Todd, Buyer] 10:04 AM It's been two more weeks. What is the status of this refund?
toddbleeker
OP1 week agoWow, I didn't realize that eBay was so locked down on the 30-day window. Expensive lesson learned. I've filed a request with my credit card company, so we'll see what they do.
albertabrightalberta
·1 week ago@toddbleeker
In early April when you learned that "something was very wrong with this laptop," you were well within 30 days of having received it so you were within ebay's (and the seller's) 30-day MBG (money back guarantee).
At that point, knowing the computer was defective and NAD (not as described), you should have opened a return claim.
The seller's only options with a NAD claim would have been to either issue a refund letting you keep the item or to send and pay for a return shipping label for you to return it. Then, after receipt of the return, the seller would have to issue a full refund.
By not opening the claim, you lost out on your MBG.
cellularchampions
·1 week agoSadly, the process would have been this:
After the package arrived, a timer of 30-days starts, this is the time you have to state your case that something is wrong with the purchase you made.
You could - open a Item Not As Described case, stating the issues. (This is viewable to Ebay and the seller) The seller is then forced to accept the return of the device. You then send it back using a tracked number, and once arrived, the seller will have 2-3 days before they are forced to refund you. If they dont have the money, ebay will cover it, and hold it against their account till they do. You will always get the money. Now they could, if highly rated, deduct up to 50% from your return for xyz reasons, otherwise if not they have to fully refund you and pay for the shipping.
You could - ask them politely like you did. After a week of them not immediately accepting a return, or finding a solution, you then open a INAD, or just a regular return. (Id say to open a INAD in this case as you wont have to pay the return shipping, he will. Otherwise using a INAD'ing orders just to avoid the cost of returns could land your account banned)
For most listings, they have either a 0-15-30 day return window, some have longer but generally:
After 30 days, you have no more actions to take on Ebay at all, no recourse.
But you still have your Credit Card company. They usually have something about buyer protections for this sort of thing. Usually its up to 60 days, some are 90, others are even longer! Either way, you email the bank explaining the issue, yadda yadda, they then do a charge-back. You get your money back, the bank gets their money back, either Ebay or the seller will get the money taken from them. Ebay does record this, both at you and the seller this was charged back against, in case you do this a suspicious amount of times, they want you to go through their system, not the CC's. You could still possibly have this route to take, Id advise you to contact your CC' company, and never use debit for any purchases.
BTW: Yes there is a way to refund as much or little of an order as the seller wants at anytime for any reason. I could refund someone who purchased a phone from me 80 days ago $.01 or $300. I could give them a refund once, twice, or 10+ times. You sadly were dealing with a slimeball simple-as.
He was stringing you along the whole time. He knew what he was doing, he knew the goalposts. And he got your money, and the item. Will probably sell it again and hope the next buyer doesnt realize until its too late.
He likely saw a freebie, because of your good-will attempt to come to a solution like a regular human being. He took advantage of you. Sadly this was not a cheap item and I am so, so sorry you had to go through this. Not everyone is like this, but some sure are. Chin up friend, at least you know you like that kind of laptop or dont, to help you decide on your next purchase.
eBay Money Back Guarantee policy
toddbleeker
OP1 week agoSo, this seller gets to keep my money and the laptop? That's doesn't seem right.
msha3839
·1 week agoUnfortunately you enabled this seller to cause you financial harm..try CC issuer and learn valuable lesson to be objective about spending money…would be more productive to buy it from real store and get real warranty…
janet9988
·1 week agoYou could try small claims court also.
msha3839
·1 week agoSmall claims court have no authority whatsoever…not sure how some individuals have a complete lack of understanding how basic legal system works…
momtoabeautifuldaughter
·1 week ago@toddbleeker It also doesn't seem right that you didn't follow the correct eBay protocol and got your self in this mess.
When you first noticed a problem you should have opened a proper eBay return case, the seller would have paid to get the item back, they would have then had 3 days to refund you.
You can try with your credit card but the time to file with them can vary also.
stainlessenginecovers
·1 week agoIt is WAY too late to do anything on this site. Contact your CC/Bank and see if they will do something.
Here, you get 30 days from delivery to open any type of 'return/refund'.
31 days- you are out!
kensgiftshop
·1 week agoSorry, but there nothing Ebay will do now.
Contact your payment source and see if there's anything they can do.
soh.maryl
·1 week agoSo you did not open an item not as described case per eBay's Money Back Guarantee for buyers?