Seller agrees return for item in poor condition- should I raise a case or return privately?

[cavalo]

Advice please as I'm new to this. Should I raise a case through eBay or just post the item and hope it's all ok and I get the full refund plus return postage? EBay suggests contacting the seller in the first instance but doesn't explicitly state whether to also raise a case.

I received an item that's in worse condition than described, I sent photos to the seller through eBay and the seller offered a refund on return of the item, and gave an address to post it to. No mention of offering to provide a returns label.

Before sending it off I want to check what's best to do- I don't want to raise a case if that's not the done thing, but I want my refund!

I never return until I've had the refund. Unless you send recorded delivery?

I would go through the eBay returns process. I've just returned an item this way and eBay sent me a pre-paid parcel label to print out which meant I didn't have to pay return postage.

It's also tracked so the seller can't claim they didn't receive it.

If you can use the eBay Managed Returns process, then do so. It isn't available for all sellers, but it will give you a returns label and charge the seller for it.

"Cases" don't exist anymore. Only "return requests".

You're always best doing an official return through ebay. It keeps everything by the by, and you will get a tracked pre paid returns label, which will prove delivery.

Sellers don't get penalised for returns now (well only if they don't resolve them) so no need to worry about that.

dontpokebear really? I'm suprised at sellers agree to this. Yoire under no obligation to send the item back once a seller has refunded.

I'm a business seller and if a buyer wants a refund, then they must return the item first, as per ebays T+Cs.

You wouldn't expect a refund before retiring something to John Lewis, for example, so why eBay?

Dontpokethebear I would never refund before a return!

Thanks everyone, I appreciate your help.