Refund only if Royal Mail reimburse Seller?

[AlbertoFrog]

Please help.

Bought item for Christmas from a business seller. Wrong item sent which I returned recorded delivery in the hope I'd get the correct item in time for Christmas. I still haven't received item I paid for and due to poor contact from seller have opened a dispute.

Seller now says I have to wait 28 days from when they sent the item for them to start an investigation with Royal Mail. If, and only if, they get compensated by Royal Mail I'll get a refund (but only cost of item - this doesn't include my P&P). I am almost £60 out of pocket and am miserable. What can I do?

no that is utter rubbish

did you open a not as described dispute? If so give them the tracking showing you returned the wrong item and they will refund you in full.

Thanks fergoose - I didn't think that could be correct.

I wish I had opened a not as described dispute right at the start but I wanted the item and gave them a chance to correct their mistake. I know for a fact they received the first item back and they say they've sent out the thing I wanted in the first place but I don't have it.

3 days ago I opened an item not received dispute which has promted them to actually reply to my mails but as I say, this it the reply I received.

I take it I now just wait the 8 days and escalate?

prompted even

you should have done a not as described dispute - did you return it tracked. Did they send the wrong item out to you with a signature, because if they did they just need to give ebay the tracking info to prove you received it and you won't get a refund

If this is the case you must change the dispute from a not received to a not as described dispute.

OMG fergoose I didn't even think of that. Yes I returned the item tracked and it definitely has been received but they sent item recorded in the first instance so could give those details (although dates won't tally)

How do I change the dispute? Do I have to open a fresh case?

no you log into the dispute and change the reason for the dispute

When I log into the dispute I only seem to get options to add a message or close the case. Think this is because there are emails going back and forth between me and the seller. Does this sound right?

Sorry fergoose - I'm sure I used to have a brain but since having DS I've turned into a complete numpty.

ok you need to speak to live help tell them it needs to be changed

Will do fergoose. Thanks for your advice.

Just thought I'd pop on and update. Got my refund through today. Many thanks to you Fergoose for your good advice. Much appreciated.