Seller refused return, DHL return shipment came back, eBay label was used | Seller Lounge

time_traveler_06 · 2026-05-21T12:16:49.710000Z

Hello everyone,I’d like to ask for an assessment of how I should proceed here. I bought a Nintendo Wii controller on eBay that was advertised in the title as new, or sealed in original packaging. However, after receiving it, the condition was not as described from my point of view. I took photos right away because stains, dust, or signs of use were visible. I then clarified the return through eBay, with support from eBay customer service. After a phone call with eBay support, eBay sent me a new DHL return label by email. On the phone, I was told to use exactly that label and send the item back. I was also told that I would then get my money back.I used the DHL label provided by eBay and sent the item back. However, the seller apparently refused to accept the return. DHL has since brought the shipment back to me. The seller still refuses to refund the purchase price, even though, from my point of view, I did everything exactly as the eBay customer service told me to. What’s especially frustrating is that I used the eBay label and still have neither my money back nor the seller accepting the return. I’ve been an eBay user since 2006 and have never had a case like this before. My questions:How can I properly activate or escalate eBay buyer protection in a case like this?What do I do if the seller refuses the return shipment even though I used the label from eBay customer service?Shouldn’t eBay still be able to decide in a case like this if I can provide proof of postage, tracking, photos of the condition, and the eBay email with the return label? Thanks for your assessment.

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