I was sent completely the wrong item (doll for DD) by a business seller, I contacted the seller who asked me to email a photograph which I duly did. I then had no response from the seller so opened a dispute through ebay. The seller has now replied saying that if I return the item they will refund me but not the return postage.
Should I be liable for this considering it was the seller's mistake and nothing to do with me? It's not really worth sending it back if I have to pay the postage and I will have to go and buy the right one for DD. Grr.
If I sent a buyer the wrong item, I would definitely pay for the return postage, and be very apologetic.
I think you need to be honest about your feedback, if the seller won't refund your return postage. That would be a Negative, with 1 or 2 stars for pretty much everything. Feedback is about your experience as a buyer. It's fair to allow the seller time to put things right, and to tell them calmly what you would like them to do - but after that the seller has to take it on the chin.
Yes escalate it after the set days, it will spear as an option within the case under where you can reply to the seller. Basically you are saying we can't come to a resolution and are asking eBay to decide. They will come in your favourite they will refund your full costs and probably won't even tell you to return it!