Item arrived not working, return request not replied to

[georgephilipbirnbros]

I bought from a German power seller a 250 Euro camera lens. I paid immediately and was waiting a few days for a shipment notification. Then I contacted the seller, and only after two requests I got the status update with the shipment notification and tracking code through the system, not through a message from the seller. So far so good.

After successful arrival of said item, a short camera test told me that the lens could not focus to infinity, no matter any settings or filters. So I reported this to seller. No reply. And again a second time I messaged the seller.  No reply. And a third time still without any reply. Okay fine, so I initiated a return request through the resolution system for reasons of item not working.

The system told me to wait a week or so for seller response. The resolution center did (automatically?) display the seller return address but no instruction whatsoever, so I have no idea what to do now other than waiting. After five days still no response from seller. In a few days from now I have the option to ask ebay to step in if seller still does nothing or if there's no agreement or so. Okay fine, so I wait a few days.

But as seller seems to be non-communicative. Now what should I do? None of my communications got replied to. Should I post the item to seller's address and hope for the best, or should I wait till ebay steps in? And when ebay steps in, then what, is there any chance to get to a solution?

If i may ask, what is your experience in such situations?

[kensgiftshop]

@georgephilipbirnbros 

If the case has been open for 4 or 5 days, you can return to the case and ask Ebay to step in.

[dariudaudery_0 · Accepted solution]

If seller does not approve return - ask eBay to step in. 

Once that happens you will get your money back without returning anything. Then if your seller will want it returned ask to transfer money for return shipping (if you are a fair person) and ship it back. If they don't keep the item and do whatever with it - throw it out or such.

If return is approved - return the item.

[georgephilipbirnbros]

Oh is it that simple.  Why a "power" seller would not communicate, beats me. Well, anyway, I don't need to worry. Thank you.

[kaysert]

For typical situations, since cases resolved by the seller don't count against sellers, I open a case, briefly explain the problem, and send the message to the seller. If I don't get a response before the day eBay will step in, I tell them to do so. I do not make contact with the seller more than once.

If I want to keep the item, or if it isn't worth the return shipping, I email the seller directly, voice the problem, and wait for a response. If I don't get one, I work from there.

[georgephilipbirnbros]

Thank you all for your good thinking.

It helps me a lot.

I just got the news that seller has accepted the return, however, puts the condition that he will first "do a quick test" on the item to see if indeed the defect is true, and only then will do the refund.

I mailed seller the exact technical specs of the adapters that I use on lenses like this and the specs of the camera I use. Hopefully seller will use exactly the same gear to do the "quick test".

I find it a bit weird that seller sets a condition for refunding. Isn't it sufficient that the seller receives the item by parcel mail and that's it? It smells like seller isn't willing to follow the normal refund route.

[georgephilipbirnbros]

EDITED:

Thank you all for your good thinking.

It helps me a lot.

I just got the news that seller has accepted the return, however, puts the condition that he will first "do a quick test" on the item to see if indeed the defect is true and the adapter that i use may be faulty instead, and only then will do the refund. I mailed seller that I use my adapter on several same type of lens mounts without any issue. So I mailed seller the exact technical specs of the adapters that I use on lenses like this and the specs of the camera I use. Hopefully seller will use exactly the same gear to do the "quick test".

Anyway, I shipped back the item and put the tracking code in the resolution system.

I find it a bit weird that seller sets a condition for refunding. Isn't it sufficient that the seller receives the item by parcel mail and that's it? It smells like seller isn't willing to follow the normal refund route.

[pa-948719]

Good answer!
However, Is there something I may be missing in my attempt to initiate the return process:
I've messaged seller to inform them the item is defective (outdoor audio speaker/amp, three audio inputs, only one works properly), and now attempting to follow the return form. But, when I finish writing the little note in it, the blue button for ''continue return'' is faded out and inactive.
Is this because seller is not accepting returns? If so, that contovenes UK statuatory law on the matter when an item is defective.