Struggling to contact eBay
Summary: atnoved2007 shared their experience of purchasing faulty items from a marketplace and facing difficulties in obtaining a refund or response from both the seller and the marketplace's support services. They described a detailed timeline of their interactions and expressed frustration with the lack of assistance, especially since they had communicated multiple times without resolution. sml192 advised that contacting the payment provider might be a viable option since the marketplace case appears to have expired. The discussion explored the options and procedures for escalating such issues, highlighting concerns about customer service.
I purchased an item from eBay (a set of eight lights). Two of the lights were faulty and I requested a return. eBay sent me the paperwork and I posted the faulty items. This is all shown in the eBay return information.
I received no response from the seller and no part-refund into my account. I did double check junk mail in case a message was there. There was none.
I then messaged eBay, explaining that I had had no action from the seller. I received no response from eBay.
eBay has now closed the return, I assume due to no further communication. But I have communicated!
I have spent an inordinate amount of time this afternoon trying to engage with someone at eBay without success. The website has been absolutely unhelpful, basically sending me round in circles. I have used AI for guidance and this has been of no value - the ebay website still would not give me the option of speaking to an agent.
I tried calling the eBay 0800 number - which told me that because the return had been closed, I could not appeal.
This seems completely wrong. I have made the effort to communicate but have had no response. Surely eBay should be dealing with this?
I’m elderly and really don’t need this stress. Can anyone please advise me what I can do?
Thank you.
lesslandfillcharity
·1 week agoAnyone who wants to talk directly via phone to EB...when attempting to use the unhelpful AI! Write 'contact human' and should forward to customer service for a call back.
See my post on the troubles I have been having.
M
sml192
·3 weeks agoWhen you return an item the Seller has 2 days in which to issue a refund after which you can escalate to eBay ('Ask eBay to step in and help'). If you don’t do that then the case will just time out after a while. When did you return the item? Does rhe tracking show that it was delivered to the Seller?
As the eBay case appears to have expired now your best option is to contact your payment provider (Card Issuer or PayPal/Klarna).
atnoved2007
OP2 weeks agoThanks for taking the time to respond. I believe that eBay closing the return is unreasonable. Here are the dates of what happened
Item ordered 13 May 26
Item received 15 May 26
Item identified as faulty
Contacted seller on 16 Jun 26 - no reply from seller
Contacted eBay to arrange return 25 Jun 26
eBay sent me paperwork - 25 Jun 26
I returned items to seller - 30 Jun 26
eBay advised me product had been returned - 2 Jul 26
after two weeks, no refund or replacement had been received and no email
I contacted eBay to advise them of this - 16 Jul 26 - no replay received from them
eBay advised me return was closed - 22 Jul 26
As I had contacted eBay before the closure date, I feel I should be able to get in touch with them about it. I attempted to contact eBay online and by phone. the only information I could access was that the return was closed and that I could not appeal this. I was completely unable to contact anyone at all at eBay.
The amount involved is minimal. The only reason I have pursued this is becasue I have had absolutely no contact with anyone. I just feels like the attitude is “Oh, this just insult worth it - let’s hope he goes away". That's not good customer service.
I think this is completely unreasonable - especially as the product is clearly faulty.
Thanks!
papso22
·2 weeks agoDid you contact ebay through the case you opened?
sml192
·2 weeks agoHow did you contact eBay on 26th July? All you needed to do was to go back to the return request/case and select the option to 'Ask eBay to step in and help'. It should have been dealt with automatically then.
Quite frankly, I'm surprised that you were able to open a return request in the first place as the 25th June was over 30 days after the date of delivery.