Ebay workers handle 100s of cases every day, they are flicking through them and mistakes do get made, fact, it happened to me. Stay with it, reply back to Ebay and as clearly and short worded as possible, explain the FACTS, also enclose the details of Paypal payment dates amounts etc and the FACT that there has been no refund.

Believe me they will get there in the end.

Hiyah

First draw up a very clear time line of what happened and make sure you have all the item numbers to hand and the e-mails in your inbox.

Phone ebay : You can use 0844 545-81-79 phone number to call to eBay UK



Be very clear on the phone about what you want from the call - do you want your money back?

Make sure ebay are crystal clear that this is what you want as an outcome from the call.

Go through the time line of events with them - this could take time the phone is 5p a min so bear this in mind.

Make sure at each stage that the person at ebay understands and has grasped what happened.

Be methodical tick these off your time line as you tell them.

Tell them what you want - money back - and then wait for their response. Note this down because this may be the first of many phone calls.

Keep phoning like this until you get resolution.

Be organised and clear - have a goal and keep going until they give your money back.

how the seller have contacted you, was it through ebay messages or through different email. Keep a record all your emails and send them to ebay and get in touch with them by phone.

Ring them - contact info on ebay's help pages - and explain. Try not to get angry or emotional; mistakes do happen and you are more likely to be listened to if you are calm, concise and courteous.

i bought a jacket on ebay for ￡60 from a private seller.

it did not arrive and the seller agreed to refund.

he did not refund and the emails he sent to me show he hasnt got the jacket at all , it is with his girlfriends mother and she has argued with her mother and they cant get the jacket. this is all in the email , plus his offers of a refund.

ebay looked at all the details and said the seller provided them with proof of tracking to my address.

then they sent another email and said i had been given a full refund , they gave me a reference number - i have not had a refund and there is proof in black and white if they look at my paypal account.

surely ebay cant tell me that i have had a refund AND recieved the jacket.

what can i do now, they say this is the final decision . how could this possibly make sense that they favour the sellers side of things.