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!

[cavalo]

Thanks everyone, I appreciate your help.

[verystressedmum]

Dontpokethebear I would never refund before a return!

[19lottie82]

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?

[19lottie82]

"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.

[ZippyNeedsFeeding]

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.

[SuburbanRhonda]

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.

[dontpokethebear]

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