Return: Seller does not accept the return but asked me to post item back.

[huatao1975]

I bought  a used iPhone from a seller with a few thousands positive feedbacks and it's got "6 months warranty" that comes iwth the phone.

I opened the packaging, and the phone has a big piece of its glass missing, in the middle of the front screen. So I initiated a return (item doesn't work). I won't mind little scratches or marks, but this is major screen damage.

Seller initially said 30 dollars refund, I refused.

Then seller asked me to post it back. I asked the seller politely to accept the return and give me a "return label". Seller has been totally silent since. So at the moment, the return has not been accepted yet.

It's been 2 days, not a word from seller. What happens when the time comes and eBay "steps in" ?? As I seller I ways accept returns, so I don't know what happens when eBay "steps in".

Thank you.

[lyndal1838]

The offer of a refund sounds like the seller is in China.

If that is the case then he cannot send a return postage label.....that is only for sellers in Australia.

Ebay will only step in if you ask them to....it is not automatic.

[huatao1975]

Thanks for the reply. Seller just replied and attached 2 return labels. However he has not yet accepted the return so I can't mark it as posted and attach any tracking info. Is this normal ?

[lyndal1838]

I have no idea if it is normal as I have never used the ebay system for a return.

My last return was about 12 years ago and ebay did not get involved at all with returns.

[padi*0409]

Has the seller offered a full refund in the eBay case yet?

[huatao1975]

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@padi*0409 wrote:

Has the seller offered a full refund in the eBay case yet?

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No. Seller used the msg system, uploaded 2 images which appear to be return labels. Seller has not accepted the return, no refund either.

[davewil1964 · Accepted solution]

At the very least the return label needs to be a pdf.

And even then you would need to check it hasn't already been used.

Do not take anything they say through messages as true. If they were fair dinkum they would reply through the case.

[go-tazz]

Just open a return dispute using the item is damaged/defective/doesn't work option (whichever one is there as

they change depended on the type of item bought).

Then the dispute follows along these lines:

Your return details will show in your My eBay next to your item once you open a return dispute.

The postage label comes as a PDF and is also Emailed to you (just keep an eye on the settings on the print

out page as I noticed the fit to page to late and got an A4 label).