Can't open another case for a returned item?
Hi i purchased a robot vacuum which originally didn't arrive within the time slot so i opened a case with ebay as the seller wasn't corresponding.
The item got delivered and the case was rightly closed, I've since returned the item for a full refund due to condition not being as described which was delivered on the 16th of January but yet to receive my refund.
Ebay states if i haven't received a refund by the 20th i can ask them to step in, but as the item already has a closed case against it i can't open another case, surely this isn't right as it's a different issue? Thanks in advance for your replies/help.
12 comments
house*of*paws
·8 months agoHi @clairepipe
But you HAVE opened two cases:
1. The ‘Item not received’ case
2. The ‘Return request’.
We don’t see the option to ‘ask eBay to step in’ in a claim/case until it’s time to use it … which should be today.
Do you see it?
ryry-jj
·8 months agoYou can open a second case for an INAD. Are you sure you were already refunded for the item not arriving?
kensgiftshop
·8 months agoTomorrow, go back to the return case and see if you'll be able to ask Ebay to step in then.
njtoyreseller
·8 months agoOK, so if I am correct, you first opened a claim because the item was delayed in shipping but then arrived so that case was closed. You then opened a return and have since shipped the item back to the seller and they have received it on the 16th, but the seller has not initiated the refund.
Sellers are asked to provide a refund within 2 days of receiving a returned item, if they do not you as the buyer can request ebay to step in. Seeing as how you are pass this time frame if it was delivered on the 16th, there should be this option within your return. The previous case being closed for it having not arrived on time should not have any issues with this. If it does, I would recommend contacting ebay customer service directly by phone. You may have to go through the AI chat prompts for awhile until it finally gives you the call back option. Just keep trying to "speak to an agent" and it will usually give you a call back option. Once you are refunded, it can take a few days to actually receive the money back to your bank as each bank is a bit different. Also, some banks do allow to dispute charges on debit cards, so if you need to do this you can check your bank. I know that Wells Fargo has this option.
clairepipe
OP8 months agoYes you're correct in what you write, but there is no option within the return to ask ebay to step in as I already opened a case for it being late.
You shouldn't have to call ebay to speak to an agent, they should change the option to have more than 1 case per item, but if that's the only option looks like I'll have to go down that route! Thanks for your reply
njtoyreseller
·8 months agoHave you also contacted the seller and requested the refund from them?
If they dont respond or wont process it, try getting in touch with ebay customer service by phone. The previous case has nothing to do with the return, so ebay should be able to manually do on their end.
And if not, only option would be seeing if your bank has the option to dispute charges on your debit card. That will require time and a lot of providing evidence.
Wish you the best and good luck!
kensgiftshop
·8 months agoYou said earlier that if you don't receive your refund by the 20th, you could ask Ebay to step in.
Since it just now the 20th, seller has until midnight to refund.
simba6
·8 months agoDoes the seller take returns? If not, then you should not have sent it back without a case being open. What message do you get if you click return this item and select not as described? If you can't get that to work and paid by credit card, contact your card company.
clairepipe
OP8 months agoYes the seller takes returns, i opened a return due to it not being as described, so i already did that amd got a return qr code and posted the item back, the item has been accepted back by the seller, but they've yet to refund me. My issue is i can't open another case with ebay for my refund as I already opened a case for it being 6 days late, but was then delivered so the case was closed, there is no option to open another case.
simba6
·8 months agoIf you paid by credit card, contact your card company. Looks like that is your only option.
clairepipe
OP8 months agoI paid via visa debit card not credit card, why don't ebay allow more than 1 case to be opened, especially if its for a different reason, it's ridiculous that you can't do that!
simba6
·8 months agoCall the customer service number on the back of your card. Debit cards work a bit different that credit cards.