Please bear with me if this account is a bit broken, long or vague. I bought a back massager advertised as new. On arrival it was obviously used and faulty (not sealed, massage oil on it and barely moving at all). I pressed the relevant buttons on ebay to return it and the seller automatically accepted the return (automated return) rather than querying it or arguing etc. This is exactly the sort of detail pp don't seem to want to take into account. One month later I still do not have my money despite pp promising twice I would have my 100 pounds within 3 days. This is stressing me out as I have very little money coming in at the moment. I'm worried I could lose the whole sum despite following all instructions to the letter. I've spent around 3 hours in phone calls (waited one hour to speak to someone yesterday only to be forwarded to a different dept and that was a additional half hour) ,the latest being yesterday to follow up on their latest broken promise of a refund within 3 days. I'm also burning more time and effort checking my emails for progress to no avail. To make the return i used the pre-paid label via ebay. It turns out this is probably the seller's home address and not their company one. A pp employee previously said this was ok and not unusual with the lockdown in place and businesses going under. The person i spoke to yesterday gave me a bit of a lecture about using his home address for the return. I would have thought safeguards would be in place for addresses on pre-paid mail labels. This is where steam comes out my ears.... pp cannot refund me yet and cannot account for, or hold themselves to the two unfulfilled promises of a refund within three days. Instead they're looking into it (again) and say I will hear from them within 10 days' time. I have just about zero faith in them and their system- not to mention their promises. I thought the buyer guarantee meant something, now I fear it does not. As of yesterday they have my scanned tracking receipt. Seems to me they just fixate on this and don't want to hear other details such as the item originally showing up as delivered and the seller having last week sent me an additional return address, this time via pp (in response to pp sending him the tracking information) despite the item already having been returned almost three weeks prior. Each time I've called they've done nothing or very little on what has been a claim or escalated case for over a fortnight and any 'progress'has come from myself doing such things as providing tracking information. The only time they seem to do anything is in response to my phone calls. This is where it gets weird..... the item was showing up on the tracking as delivered to the seller. Subsequently it only shows up now as "carded" as though he hasn't bothered to have it re-sent or picked it up from the post office depot. None of this is relevant to pp judging by their response- or lack of. I'm also getting angry and stressed in that the seller appears to place obstacles in the path of the refund. The seller insisted to pp the item was pristine. I suspect he may be doing things to delay the refund or try to avoid refunding me at all. I think he knows how to game pp and ebay to his advantage. Pp don't seem to be concerned by his claim the item was new. At least not yet. They're needing to see proof the item was returned and are apparently looking into this. They wouldn't say what they're actually doing in detail. As far as I'm concerned the tracking receipt is sufficent proof. I cannot do a charge back on a credit card as I used my debit card. The reason I involved pp rather than ebay is because I couldn't get to speak to a person at ebay. Things with them seem to be internet contact only. I'm debating whether to make a formal complaint to pp now or later when I probably have more to complain about judging by their performance so far. I'm just about done with both ebay and pp except for anything really cheap like books. It's tempting to use them but if I were to reflect on all the times things went wrong I'd probably sack them off completely. I'd appreciate any useful help on this.