EBay guidance about how to ask ebay to step in, is incorrect.
Summary: andy_ash01 is experiencing issues with eBay's return process, noting that a promised feature to "Ask eBay to step in and help" is unavailable. They mention that the seller claimed to send a return label, but they were told to pay for the faulty item's return postage. sml192 inquires about the return request timing, while papso22 notes the timing is precise. madad125678 shares similar frustrations with eBay's handling of damaged items and the lack of effective resolution, suggesting eBay’s service is declining. Despite attempts to open return requests, they claim sellers are not responsive, affecting buyer protection.
The guidance says;
If the seller hasn't responded or hasn't provided a resolution after 3 business days, you can ask eBay to step in and help.
Go to your Purchases and find the item.
From the More Actions dropdown menu, select See request details.
Select Ask eBay to step in and help.
Choose your reason from the dropdown menu, then select Confirm.
After you ask eBay to step in, we will review your case details and aim to resolve it fairly, usually within 48 hours.
When I go there, the dropdown menu has no item "See Request Details".
I therefore cannot "Ask eBay to step in an help".
You see, eBay says that the seller has told them that he has sent me a return label, and return the faulty item free.
They've not. They have said I must pay for the postage on a faulty item return.
The only options I have on the fourth business day, "Mark as sent" - or - "Cancel Return".
As it stands, I can't reasonably buy through eBay any longer.
madad125678
·Sep 11, 2026 at 4:20 PMAs a picture is considered as the real thing by ebay can i now send a picture of the item back to the seller and that is classed as returning the item
madad125678
·1 month agoI have the same issues with ebay not responding to items that have arrived damaged.
And the seller just ignores my refund requests
sml192
·Sep 11, 2026 at 3:09 PMHave you actually opened a return request?
madad125678
·Sep 11, 2026 at 4:18 PMYes but they refuse to send the label and state a picture of a label is considered as sending the returns label. No buyer protection aether so they scam you with those fees too
madad125678
·1 month agoI think ebay want every one to stop using their site now as they seem to want to make purchasing and resolving issues impossible within their site any more.
Every month now ebay gets worse and worse with no way of resolving issues.
sml192
·1 month agoWhen exactly did you open the return request? The 3 business days start the day after the request was opened.
papso22
·1 month agoAnd are timed to the minute.