Opened not described case but how to escalate.

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I bought an item which looked ok, not great as some sequins were missing but I'm not one to complain. I hung up up ready to wear at a later date. Went to wear the item but noticed a rip. I know I didn't do it as I was very careful what with it being a but delicate. I've emailed seller and they are not accepting responsibility. I have opened a case and the seller has sent me a message stating no refunds and that they don't know what to suggest as they believe they sent it in tip top condition. I know it wasn't though as there is no way I could have done it. So what happens now? When can I escalate it because neither of us are backing down?
Gutted I left feedback so quick but at first glance it looked ok.

when did you open the case? I think you have to wait so many days (7?) to escalate.

Ah I see. I opened it today so I should check it in 7 days and I take it there will be somewhere I click to escalate it? Never done this before and I would normally try and repair but it would require skills I just don't have what with it being a pattern and all.

It's ok they have kindly said I can return for a refund.
Whats the best way to send as I don't want it not turning up.

I presume it's not bulky.
You should be able to fold it down nicely to fit into a small box or a padded envelope that will fit the smallest royal mail 2nd class tariff; with signed for delivery that's about £3.80 to return (at your cost).
What was purchase price without postage?

Ah that's brilliant thank you. It was £9 I think. Personally I would love a replacement as I love the item. I am very grateful that the seller has offered a refund though and will start hunting for a replacement.

I wouldn't recommend royal mail at all - lots of times they never bother with a signature

collect + is good - My Hermes is only £2.98 if under 1kg - both have online proof of delivery and no need to pay extra for a signature

and they can't refuse a return - do not be grateful they have kindly said you can return - they don't have any choice.

Ah thanks lavender. I've asked them to confirm their return address twice now but nothing. I am not waiting around all day until they get back to me it is the Easter holidays and I have stuff to do.

if you open an eBay case they will give you the address when it is escalated. If they continue to be obtuse do please leave appropriate feedback and stars.

sorry - half asleep, you have already opened a case. Well in 7 days time escalate and then you need to return sharpish and give ebay the tracking.

I've sent it back via my Hermes and signed for. Thanks so much for all your help.
My Hermes is great and I'll be using them again.

they are great aren't they - you don't need to pay the extra for the signature btw - it still shows as tracked without a signature, it still shows as delivered which is sufficient proof.

I will remember that for next time thank you.

Well it gets worse. Seller has received the dress but is now refusing to refund me because they say they have taken the dress to a seamstress who says it could only have been done via scissors (I opened by hand so no scissors have been near it) or by a high heel (I don't own a pair of high heels because they hurt my feet) I have escalated the case but I am so upset as I've paid £3.95 to send it back plus the original cost of postage and the item cost. I have also replaced the dress with another that I have bought from eBay. The email they sent was patronising and they can do all this because I didn't check the dress thoroughly before I packed it as I was just about to go on holiday and I was so relieved it had arrived in time I left positive feedback.
God I'm so stupid and I have to say that thanks to this seller I will no longer be buying anything else from eBay it's totally spoilt it for me. I swear to god i did not rip that dress and I am an honest person who has 100% positive feedback and I've bought hundreds (maybe a bit more actually) of things on there since 2004. Sorry bit of a rant but I'm really upset.

I don't understand how they can grudgingly offer a refund and then refuse again. I have the email which says "fine send it back and I'll refund you" they didn't say "send it back at your own risk and I'll get the item accessed and then refuse the refund" oh but they are offering to send it back to me seeing as I love it so much but I've already bought a replacement because I was promised the refund I thought that would cover the new dress. Oh I'm so annoyed even without the rip it was never worn only twice either! It was faded and sequins had come off. They are having a laugh!

I've also been looking at the pictures and scissors would be a clean snip this is ragged and the rip actually looks old.

Well that was a quick decision from eBay customer services. They have ruled in my favour and I've been issued a full refund including p&p charges. Yay

and you have left a neg and low stars?

(& don't pay extra for the signature next time - if under 1kg it should only have cost £2.98 to return).