Part refund when I want to return for full refund.

[Gingefringe]

I bought a cashmere cardigan on ebay which arrived this week. On looking closely there is a small hole in the shoulder (I suspect a moth hole) - I immediately contacted the buyer with photographs and asked for a return and refund as the hole was not in the description (I have started a 'not as described' dispute).
She then returned to me to say that she did not notice the hole when it was packaged and would not have sent a damaged item - the tone of her email was quite harsh and she obviously thought I was lying or trying it on.
However she then said that she would refund me £10. I emailed her to say that I wanted to return the item for a full refund and could she please arrange a pre-paid label via ebay.
I've just checked my emails now and she has refunded me £10 today. I'm not sure whether I should contact her again to ask her to complete the return process or just leave it for eBay to sort out in a week or so. My email to her (via eBay) clearly state that I wanted a full refund before she instigated the part-refund without my agreement.

[expatinscotland]

I'd open a case with Ebay.

[Gingefringe]

I have already started a 'not as described' case on ebay. I want to return the cardigan for a full refund but she has just sent me a part refund, stating that she is a 'non-return seller'!

There's no such thing as a 'non-return seller - I know she will have to abide by eBay rules.
My question was whether I should contact her again now or just leave it to eBay to follow through with the dispute.

[19lottie82]

Don't get into an arguement with the seller, just escalate the not described case when you can (usually 7 - 8 days after you opened it.). eBay will provide you with a prepaid returns label and you will receive the rest of your money back once delivery is attempted.

Once you have been refunded, feel free to leave appropriate feedback, but keep it factual and to the point.

[Gingefringe]

Well - I escalated the matter to eBay who have found in my favour and provided me with a prepaid label to return the item for a full refund.

Before posting the package I contacted the seller out of curtesy to advise that the cardigan was on its way back. However she has now responded to say that she no longer lives at the address (and has not provided her current address to either me nor eBay).

Additionally she is going to report me to eBay because she thinks I deliberately made a hole in the cardigan to get a refund!

I'm gobsmacked!! I will be speaking to ebay tomorrow as she is being deliberately obstructive of the returns process and is also calling me a liar.

Has anyone else had such an unpleasant experience of trying to return an item?

[19lottie82]

It doesn't matter if her address had changed.

eBay issue a returns label based on a sellers registered details. If she didn't inform them that she'd moved as per her seller agreement, then it's not your problem.
I'd bet my house on the fact that she hasn't moved and is just BS'ing you, anyway.

Just ignore her silly threats about telling eBay you made the hole. Even if she does try to claim that, eBay won't listen or care.

Just wait and see if a delivery attempt is made on your parcel. Once it has been, if a refund isn't issued within a week, then get in touch with eBay.

[19lottie82]

PS once the case is closed and you have your money, then leave appropriate feedback. Not before. And keep it factual, so eBay have no reason to remove it.

[summerwinterton]

Report you to eBay for what? She sounds like a bully and she does not have a leg to stand on. I do hope you leave them neg FB and low stars. Their service has been woeful and they sound like a liar too.

[robin64]

Report the seller to ebay - you have proof from the messages she has sent. You can send back using the pre paid label - you are following ebay rules - she is not - end of story and you will get refund. What a terrible seller! Don't get anxious - they are wholly in the wrong here. Feel free to leave very low stars and a negative. I would for this and I don't do it easily - oh and also don't forget to add to your blocked list - you don't want them buying from you.

[Gingefringe]

I've spoken to eBay and they've been pretty helpful (albeit I had to wait about 30 mins in a queue before I got through to them). They have managed to obtain an updated address from the seller and provided me with an alternative pre-paid label.
Once I get my money back I will be leaving scathing feedback for her - something I've never done before.
If this had happened to me as a seller (or any other reasonable seller) the response would have been "So sorry, didn't notice the hole, please return as soon as possible for a refund" - I was not expecting a response of basically "you're a liar, here's £10 as I don't accept returns - by the way I've moved and will report you to eBay for damaging the cardigan".
Some sellers have no idea! I have, of course put her on my blocked bidder list.