Who’s right here? EBay related

[Julieat3]

I enquired about an item for sale, these particular items come in a variety of colours/patterns so I asked the seller if it would be the specific one in the photo sent to me or one at random. The seller confirmed it would be the one in the photo, so I ordered. I received the item and it is nothing like the one in the photo.
I contacted the seller about returning it for a refund as they had confirmed they would send the one in the photo and hadn’t. The seller then stated all items are sent at random, and refused a refund or return.
Im fuming that they’ve wasted my time and money, especially as I’ve now found the one I wanted elsewhere for cheaper.
I opened a case with eBay but chances are they won’t get involved as I have received it, despite it not being what was advertised to me.
Have I got any hope of a refund?

You absolutely do have a hope. Especially with the message exchange being via ebay.

Thanks, I have a feeling if they begrudgingly accept the return they’ll claim they didn’t receive it so they can keep the item and my money. They aren’t responding to me at all so I’m not sure what to do next.

If you open a case, they'll have to send you a returns label which should be tracked. If they refuse to do so, eBay will refund you if you escalate.

As long as you communicated entirely thru eBay messaging, then eBay can see the messages.

However, eBay would side with you anyway as a buyer. Attach a pic of the wrong item by all means, but it will be easy to win your case anyway.

Thanks all, I have all messages and photos as proof so I’ll wait for eBay’s response to my request.

Click help

Select item

Select item not as described.

This opens a case. Ultimately they seller will pay your return postage (do not pay for this yourself even if asked).

If the seller doesn't agree you get to escalate it with eBay after 7 days.

My advice is to do the above and wait for a postage label. If non is forthcoming do nothing and ask eBay to step in on day 7. They will refund you item and postage.

The item was misdescribed so this is the proper procedure.

Thank you