Refund for item not as described without returning
Summary: diane-in-ny experienced an issue with an item not as described and faced challenges in seeking a refund due to a non-responsive seller and technical issues with a credit card. christworks advised on using eBay's return process to obtain a shipping label and a refund as an eBay credit, emphasizing compliance with eBay policies. eburtonlab explained how refunds to a no longer valid card might still be processed if linked to the same bank account. diane-in-ny expressed gratitude for the guidance received.
I received an item that is not as described.
I contacted the seller several times and received a reply only to my first message.
I asked for a refund. If the seller wanted the item back, I asked for a prepaid label. (Based on what I read, the seller pays the return shipping if the item is not as described.)
I tried to go through the process for a refund, but I was given only two choices: eBay credit when the item is dropped off (which it won't be) or credit to a credit card that is no longer valid.
I deleted that credit card from my account and added a valid card. But the 'return' process still shows the old card number, and I know I can't cancel that return request and open another one. I also want to give negative feedback, but I think I should wait until this is resolved.
I don't know what to do next. I can't figure out how to get eBay involved. Any help is greatly appreciated. Thank you! Diane
eburtonlab
·Jul 14, 2026 at 1:41 PMEven if your credit card is no longer valid -- either expired or canceled by you -- a refund made to the card should still work; it will go to the bank account the card is set up with. If you have received a new card with a new number from the same bank, the new card should still access the same account and be able to spend the refunded amount.
If you closed the bank account entirely, then you would need to contact the bank to see how refunds to closed accounts are handled.
diane-in-ny
OPJul 14, 2026 at 2:06 PMThank you
eburtonlab
·Jul 14, 2026 at 2:22 PMYou are most welcome!
christworks
·Jul 13, 2026 at 10:14 PM · Edited@diane-in-ny A seller cannot send you a return label without you opening up a return. That's for your protection. If they do and you send the item back, there won't be a record of it on eBay and they won't have to refund you. Your seller really cannot help you here.
If you no longer have the account you used to purchase the item on, you may have to accept an eBay credit. I'm confused why you say "it won't be." Do you have no intention of mailing it back if the seller sends you a label? Maybe you can come back and clear up what you mean.
If you agree to an eBay credit, the seller will then be able to send you a shipping label. Once you drop the package off with the carrier, eBay will issue you a credit before the item is back in the seller's hands.
You need to understand your seller's hands are tied here. You can still leave negative feedback even if this isn't resolved. That won't keep the seller from having to accept a properly opened not as described return. But, a word of caution: If you blame the seller for not sending you a label outside of a valid open return, it will be admitting you asked them to violate eBay policy. eBay will remove that feedback and you could end up with a note on your account. So if you leave negative feedback, it needs to be factual and pertain to what is actually in the seller's control. The issue you have right now isn't.
diane-in-ny
OPJul 13, 2026 at 10:38 PMThank you so much for your Reply.
If the seller sends me a label, most definitely I'll return it. Since the seller has not responded to my messages, I guess I'm anticipating a lack of cooperation on their part.
So I've got the return started for ' item received not as described'. Based on what you advise, I accept the eBay credit. At that point, the seller will be able to send me a shipping label
Do I have that correct?
Diane
christworks
·Jul 13, 2026 at 11:35 PM@diane-in-ny Correct. eBay has a policy against returns being handled outside of an offical return request. This is becuase some shady sellers will tell buyers not to open a return, then send them either a real or fake label. Either way the buyer sends back the item without the return having been opened by the buyer, and the buyer has no protection.
Your seller, by refusing to send you a return label, is adhearing to eBay policy. So even if their item was not described accurately, they are not trying to take advantage of you regarding the return. You just have to open it. Unfortunately it appears eBay will only either refund to your original payment method or give you a credit. That makes sense that the refund would have to go back onto whatever account you paid with and not another card. As a result your only option is an eBay credit at this point.
When you open the return, simply select eBay credit. The seller will then see the return on their end. They have 3 days, I think, to send you the return label. If they do not send you the label within 3 days, you can ask eBay to step in after the 3rd day. There is no need to keep sending messages to them. As a seller myself, I like to keep everything in the return, and not go back and forth in messages as it can make things messy if there is an issue.
So stick to the offical return process. Once you have the shipping label, you can then ship back the item. If it is something expensive, I would get the acceptance scan in person at the carrier's facility. Once it is scanned in and tracking, eBay will issue you the credit. I don't think at that point the seller will have anything to do with you as eBay will have given you the credit by the time the seller gets it back. Just make sure to repack the item as the seller had it and you should be good to go.
diane-in-ny
OPJul 14, 2026 at 1:31 AMThank you very much!