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Return case incorrectly marked as completed, seller's partial refund not issued
Hello dear community, in my account a return case on eBay was incorrectly marked as closed (presumably marked by the seller as “delivered”), although no return shipment has taken place. The seller agreed to a partial refund for a defect, but has not carried it out yet. eBay support cannot be reached because no open case is being recognized. How can I proceed?
7 comments
fulda2001
OP2 months agoMany thanks @perfect-sally and @samantha@ebay for the support and the helpful tips
The refund has now been received and the problem is thereby solved.
Best regards
samantha@ebay
Mentor2 months agoHello @fulda2001
I have closed the return and issued your refund.
You will receive it in the next few days via the original payment method.
Thanks for the tag @perfect-sally
Best regards
Samantha
perfect-sally
Mentor2 months agoWhy do you do something like that when the case isn’t closed? Now eBay is out of the picture and can’t help anymore. You’ll have to sort that out with the seller on your own now, and if necessary with legal assistance.
And eBay support is very much reachable during business hours, but they can’t intervene anymore either.
fulda2001
OP2 months agoThank you for the assessment.
I am aware that, from the eBay system’s perspective, the case apparently already counts as closed. However, in my view there is still a clear agreement with the seller about a partial refund (to simplify the process), which is also documented.
I had mainly tried to find out how one can even reach an eBay employee in a situation like this, since despite numerous attempts I kept ending up only in bot/help loops.
perfect-sally
Mentor2 months agoThis agreement exists, however, between buyer and seller and ebay is not involved in it.
Ebay also has an imprint where you can find contact options.
If you mention the item number sometime, we could ask an ebay employee to write to the seller; often there’s more of a reaction when “mail” comes from ebay. But if that also comes to nothing, then that’s it on ebay’s side.
@samantha@ebay could you take a look please? Thanks 🙂
fulda2001
OP2 months agoThank you very much for the helpful feedback and the offer of support.
The item number is: 178073816513.
The seller had agreed to a partial refund of €15 for the documented defect, which unfortunately has still not been issued. The amount roughly corresponds to the cost of the replacement purchase (broken fresh water tank), which I have meanwhile carried out myself as agreed.
Perhaps a brief note from eBay would actually help.
Thank you!
fulda2001
OP2 months agoAddendum:
The seller has already agreed to the partial refund, but has not yet processed it. Because of this promise, I have now put the item into use (after sourcing the replacement part myself), so a return is no longer possible.