Seller won't send me her address to return item - what do I do?

[sybilfaulty]

Hi there

Please can someone (Fergoose?) help me. I bought a cardigan on Ebay which was described as being in great condition with only slight bobbling on the sleeves. When it arrived it was very bobbled all over and stank of very strong washing powder / perfume. I decided it was too knackered to keep so I emailed the seller and asked to return it. I didn't mention the smell as I thought that might be seen as rude, so simply said it didn't match the description as it was in much poorer condition than she had said.

She emailed to say she would accept it back if I told her what was wrong with it, although my earlier email had said. I sent her another very polite email explaining, to which she replied very emotionally saying that she was very upset, wouldn't sell anything she wouldnt be pleased to receive, didn't understand why I was complaining but would accept a return. I thanked her for her email and asked her for her address. I didn't enter into a debate with her about the item as she seems to have taken it very personally. Since then I have heard nothing. I don't have her address so can't return it.

What do I do now? My case is already open via Ebay as for some reason when I clicked "email seller" it took me via the site to open a case. It's never done that before but I wasn't able to send an email direct for some reason. Is that why she's pissed off? I am unsure what to do next as if she won't tell me her address I am stuck with it.

Any advice gratefully received. Many thanks.

[ImTooHecsyForYourParty]

can't you get sellers details from ebay? I thought there was an option to request sellers details?

[Pendipidy]

Did you pay by paypal? If so,open a dispute.

[SpottyTeacakes]

What's the status of the case? Once eBay decide she has to accept the return (which they will) they will give you her address

[sybilfaulty]

My dispute is open but I was hoping to sort it out informally. If I have sold in past and buyer not happy I have just refunded and they have accepted my request to close transaction so I get final value credit. Never had someone take it all so much to heart!

Thanks for all the replies.

[fergoose]

once you escalate the dispute ebay will give you the address. Send back with a signature and ebay will refund you

Then you can leave appropriate feedback and stars.

[SpottyTeacakes]

She may just be trying to get you to say 'don't worry about it'. I would go through the dispute system otherwise you're not covered and make sure you send it back signed for

[sybilfaulty]

Thanks. How do I escalate a dispute please?

Thanks for all the help. I am sure she wants me to say "don't worry about it" but it really is a shabby item.

[fergoose]

The option to escalate is available after 8 days

[sybilfaulty]

Thanks Fergoose, I'll do it at the end of the week.

Your knowledge of all things is Ebay is astounding

[Gingefringe]

I had the same thing recently. The seller did not respond at all to my initial email so I raised a dispute with Ebay. After the 8 day period the case was escalated. I was quite prepared to return the item to the seller but Ebay refunded me the whole payment with postage anyway (on the day that it went to the escalation stage). I was refunded in full and still have the item! I did not hear anything from the seller at all during any stage of the dispute.

I guess it just shows that if you ignore all emails (and the emails via Ebay) ebay will go ahead and issue the refund whatever.