eBay item not as described [non-pony]

[Taxel]

I just received one of my recent eBay purchases, and I'm not quite happy with her. She has a pretty noticeable dent in her head (I saw it immediately when I opened her, before I even started looking closely).  The dent was not mentioned in the description and could not be seen from the seller's photos (it looks like her ribbon is a little messed up, which I've seen a lot in these babies so I wasn't worried). She was wrapped up nicely in bubble wrap so I don't think it could have happened when she was shipped, especially with the ribbon looking a bit off in the back photo.
http://www.ebay.com/itm/181150186698?ssPageName=STRK:MEWNX:IT&_trksid=p3984.m1439.l2649

Everything else was great, all of the accessories are perfect and shipping was fast. But such a noticeable dent in the head is an issue. The seller doesn't accept returns, which is fine as I don't want one. I'd just like a partial refund. I haven't had something like this happen before so I'm not quite sure what to say.

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IMG_5342 by AsaziAsazi, on Flickr
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IMG_5345 by AsaziAsazi, on Flickr
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IMG_5346 by AsaziAsazi, on Flickr

[ponylady]

I know you said your seller does not accept returns but you are still covered under eBay's buyer protection. So you will be able to return it if you open a case, at your expense.

I would first contact them and express your disappointment. They maybe willing to offer you a partial but be prepared they are under no obligation to do so. 

[Taxel]

eBay doesn't cover/force partial refunds, just full returns? How lame, I didn't know that. Hopefully they're willing to offer one then.

[ponylady]

Nope, unfortunately they do not. But most sellers are willing to work something out if you send them a polite message stating your concerns.

[Taxel]

I tried to contact her but eBay automatically opened a case? And it says I requested a replacement item, which I did NOT! I'm really confused. I went to try to contact her and put in the reason as item not as described. This is not what I wanted to do! Should I also try and just message the seller? I don't use eBay much and have never had a problem there, I didn't know this is what would happen.

[ponylady]

I would try and message her and explain what happened about trying to contact her and that it automatically opened a case.

I think instead of selecting from the menu, you need to go to the bottom and click "other". This should allow just a regular old message, while selecting any of the others auto opens a case. This just started so you probably would not have had any idea since you say you never had to do it before.

[Taxel]

Thanks ponylady, I just did that and it seems to have sent a normal message.

[ponylady]

Glad I could help! Hope all goes well for you!

[Taxel]

I got a response from the seller, but it looks like they didn't even read the case at all? I'm not really sure what to do at this point.

Response to my message (telling them I didn't mean to open the case and was just trying to contact them):
"Oh, you scared me. lol I hope there wasn't a problem with your purchase. Once you get this message, just click on "Respond" next to the message if you need to contact me. You can close the case yourself if you didn't mean to open it that way it won't affect my seller ratings."

Response to the case (which described the dent, had photos, etc):
"I received your message that you didn't mean to open a case. I will send you a message through the purchased item & let you know how to cancel the case. You can go to your purchased item and on the right hand side is a drop box, choose "contact seller" and send me a message if you need to contact me. Thanks"