"Your case is on hold"

[helix-iit]

Hi everyone,

I'm in a bit of situation here with my return. I had purchased a "new" MacBook from a seller, but it arrived with some scratches and marks on the top case, naturally I asked for a return, seller offered me a partial refund, but finally accepted my return request.

On 3rd September, the MacBook was delivered (returned) back to the seller, and the portal said to wait a couple of days for the refund. Today (4th September), it says:

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eBay Customer Support has placed the case on hold until Sep. 14 to allow time to provide additional documentation.

If your issue is resolved, you can close this case without waiting for a response from Customer Support.

We have sent you an email requesting further information to allow us to investigate your claim. Please provide this information before to assist with the process.

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Firstly, I never opened this case. And now I'm not sure what this actually means, it asks me to provide further information to "investigate my claim", but I haven't received any email whatsoever.

Wasn't the process supposed to be simple? Return the item -> Receive the refund.

Can you please guide me as to what could've gone wrong here, and how I could correct it?

Should I file a case with PayPal?

I just want my money back.

This makes me really nervous since that money was literally my months of savings. Please help me out here.

[rebell45]

You can try going to the bottom of this page and ask for a call back from CS on what further information is needed. Don't wait, they have deadlines:

https://www.ebay.com/help/returns-refunds/item-not-delivered/checking-status-case?id=4667&from=Conta...

Don't open a PayPal case until eBay has finalized their decision. Doing so would void the eBay case.

[donsdetour]

go to the bottom of this page: click on resolution center. Down a bit in that page you should see if you have an open case listed. This is under: Your requests and cases.

You may have open one when you contacted the seller.

Let us know if you have opened a case.

Details of request of more info should be found under the case.

[martin2001]

Also, contact the seller and ask them if they responded to the case. As you say, the process should be simple. Perhaps the seller intervened. Has the seller provided any new info to ebay after the package was returned? When you initiated a return, you technically opened a case.

Did you upload the tracking number in the resolution center?

The email is suspicious. What king of English is that:

"Please provide this information before to assist with the process."

As others said, wait until there is a resolution (any) on ebay before proceeding to PP or you bank (if you used CC as a source of funding)

[otow_18]

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@martin2001 wrote:

The email is suspicious. What king of English is that:

"Please provide this information before to assist with the process."

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It's the king of English ware Sep 14, 2020 is missing after before before to.

@helix-iityou're seller asked eBay to step in after receiving your return in hopes that eBay will believe they're lies, but eBay will simply force a full refund on Sep 14.