Whilst using eBay, my dd recently ordered an item by mistake (wrong size) and cancelled it within 5 mins of ordering, and then ordered the correct size.
A few days later the seller (from China) said it was too late to cancel the order as it had been sent out, even though their own paperwork shows they didn't send it until 3 days after she'd cancelled it.
We spoke to EBay and they advised us to refuse delivery in order to process a refund, but we weren't given the chance to do this as it was just left on the doorstep and the delivery guy had left. (Covid, I'm guessing). We explained this to EBay but they've basically said that it's tough shit and they can no longer refund us and to speak to the seller again.
Both parcels actually came at the same time (both were posted 3 days after they were ordered), which to me is plenty of time to have cancelled one of them.
Anyway, they're now saying it can't be refunded unless we pay for return delivery as we accepted it and it's a mistake rather than something being wrong with the item.
We've used ebay for 15+ years and I'm just shocked at their lack of customer service; you'd think they'd refund as a gesture of goodwill, if nothing else.
Is there any way to get Ebay or the seller to agree to refund with free return delivery?
It said free returns on their page, but when we queried this, they've said that's only for faults or item being 'not as described', which doesn't fit our reason for returning.
Many thanks for any advice.