Not been refunded for faulty item - when/ should I open a case?

[FlamingGallah]

Bought an electrical item last week, it turned out to be faulty the very first time I used it. Emailed the seller but had no reply; found a customer services number on their ebay details and the guy told me to send it back.

Had to send it registered post which cost £9 (grrrr). According to tracking details, it was signed for yesterday morning, but I've still not heard a peep from the seller.

I sent an email this afternoon politely asking when I could expect my refund to be processed and again, zilch.

Am I just being too impatient? Or should I escalate this somehow?

Thank you!

yes - open the case now then escalate and get a full refund - and make sure you leave appropriate feedback and stars.

Thanks v much Lily, want sure if it was too soon and I was being unreasonable.

Would that be an item not as described case? Not done this before, have just liaised with sellers in past. The difference this time is that item was much more expensive than things in the past that I've had a problem with.

The guy I spoke to on phone said they would cover return postage, will that still apply if I open a case, or could they withhold it to "punish" me?

yes - not as described - ebay will refund you in full, but won't force the seller to pay your return postage costs too. That is up to the seller if they want to give that back. But you can of course leave low stars and neg feedback.

£9 postage seems way over the top, courier may have been cheaper.

Thanks Lily. Had an email from them this morning saying that they're "inspecting" it today. Not impressed!

and you have opened the not as described case?

Not yet, but am now completely hacked off so will do it tonight!

(Unless there's a reason I shouldn't??)

no you should have opened it a while ago really - you will need to wait 8 days until you can escalate it then input the tracking to get your money back.

Thanks Lily. Opened it now. Thanks very much for the advice, I've not had to do this before. Was trying to be nice and sort out with seller amicably- he has very good feedback otherwise.