need help with return

[bajo_joh_vfp2jkonqi]

I purchased a cell phone. the seller's description said it would work with my carrier. that was only true if I happened to live in South Carolina and not true where the seller and I both live in washington state. i returned the phone and the seller only refunded me 2/3 of the purchase price. they claim i damaged the phone when i barely touched it. It didn't work and I couldn't move to South Carolina where it would work. They got the return and credited me 2/3rds and Im **bleep**. I took pictures of the phone and the return packaging to ensure no fast slight of hand would occur. i sent the seller my complaint at the reduced return value - they claimed it was 40-50% value lost. they then relisted the phone for the same amount I paid! I sent the seller an email demanding full restitution and have received no reply in over 4 weeks. I have to call ebay customer support?! seriously, an internet based company doesn't have an email support option? they claim they can step\ in to help, yet there is no option to do so following their ste\s to ask for assistance. I mean **bleep**, they don't even offer the customer support line number unless they are open for calls. i've got a bad taste in my mouth of this whole situation but am checking now to see if calling Ebay customer care will work to get me my restitution and satisfy the claim that you get what you order or your money back...The Ebay Promise.

[orangehound · Accepted solution]

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@bajo_joh_vfp2jkonqi wrote:

 i returned the phone and the seller only refunded me 2/3 of the purchase price. they claim i damaged the phone when i barely touched it.

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If the seller offered free returns, then they can do this.

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@bajo_joh_vfp2jkonqi wrote:

I took pictures of the phone and the return packaging to ensure no fast slight of hand would occur. i sent the seller my complaint at the reduced return value.
I sent the seller an email demanding full restitution and have received no reply in over 4 weeks.

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You do not interact with the seller.  You need to interact with eBay.  Go into the return case, and appeal the judgment of the seller, uploading your photographs.  If that is no longer available, then you would need to call customer service ... four weeks may be too long, however.

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I have to call ebay customer support?! seriously, an internet based company doesn't have an email support option?

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If the return interface no longer gives you an option to appeal, then (yes) you need to call customer support.

(The reason eBay does not have customer support via email is because eBay Customer Service (a) gives bad advice and decisions all the time, and (b) email would leave a paper trail that you could use to combat the bad advice.)

[gdiesel70]

Sorry about your bad experience. 

Was the return opened through the eBay return system? If so then there should be a way to open a case and “ask eBay to step in”. 

From what I gather, it sounds like the seller processed the return and refunded outside the eBay return system.

Also,  make sure communication with the seller is done through eBay messaging because it will help you with the return case.