Unable to message a seller
Summary: thesavuk experiences difficulty sending messages to a specific seller on an app, despite successfully messaging another seller. They have tried clearing the app cache and using different platforms, but the issue persists. tressygirl suggests using a PC with Chrome, while marco@ebay advises filing a return request through an alternative method, as messaging is not necessary for returns. thesavuk acknowledges the advice but notes that their issue is likely not app-related. Eventually, they contact the seller by phone and email due to a warranty concern, as returns are complicated by the purchase's age. marco@ebay recommends confirming the seller's refund agreement before proceeding with the return, highlighting limitations in eBay's intervention after certain periods.
Every time I try to message one seller, I get a message stating that the message hasn't been sent and to try again. When you click to see more details, it just says the same thing. I have tried clearing the app cache, uninstalling and reinstalling but no change. I have been able to send a different seller a test message.
I've contacted the seller by phone and they have checked that I'm not blocked. Issue is that to be able to return and refund my item, I'm told I have to do that via message to the seller.
Any ideas? Thanks in advance!
thesavuk
OP3 days agoThanks both! I was using the app and tried clearing the cache, removing it and reinstalling the latest version and all still the same. It is the also the same logging on via the website using the Chrome app on my phone. Interestingly, I could send a message to another seller I had communicated with before, and they were able to reply. So it does seem to be just that one seller, as if they've blocked me - they have said they've checked that and that I am not blocked. Certainly an odd one but I'll try and get the return request done the other way.
Thanks again.
marco@ebay
Thanks for your reply, @thesavuk .
Unfortunately, I cannot check other users account from here to see if this is related to the seller having you in their blocked list, but the fact that you are able to text other users but not this one specifically seems a bit strange.
You still should be able to file your return and send the item back for a refund the way I suggested above, but if you need further assistance with this case, please feel free to let me know.
Thank you,
Marco
thesavuk
OP2 days agoThanks Marco. Unfortunately for me, the option to return isn't available for the item in question following the guidance in the link you shared. I'd imagine it's due to the purchase being almost a year ago. But the item came with a 12 month refurbished warranty which is why I'm looking to return it before it becomes the most expensive clothes hanger ever purchased!
I've reached out to the seller by phone and then shared details by email with the staff member who answered the phone but not heard anything back yet. The cynic in my says they won't want to be refunding something 360 odd days into a one year warranty - hopefully I'm wrong on that.
Thanks for your help though - if there are any other avenues open to me, I'm happy to try them.
marco@ebay
Thanks for your reply, @thesavuk .
I see what you mean, and yes, you are correct, our money back would cover you for a period of 30 days since the day you receive the item. After that, you'd need to arrange the return with the seller direclty.
Since you are able to contact other sellers, but not that one specifically, maybe you can try letting them know since you managed to contact them through a different channel to arrange the return directly with them.
At this point you don't really need to use eBay for the return, so if they are happy to take the item back, you can arrange it that way.
Before returning the item, make sure that the seller is happy to issue a refund for the amount that you are requesting or to fix/replace the item before sending it back, this is because if something goes wrong at this stage, we'd be unable to step in if something goes wrong.
Thank you,
Marco
thesavuk
OP37 minutes agoThanks Marco. I actually managed to resolve this over the weekend but trying a few different things. The one that worked was taking a record of the existing conversation (in case it was needed), archiving and then deleting it, finding the current item for sale (similar but not the same) from the seller and then sending an message explaining why I was getting in touch and then sharing the screenshots of the existing conversation from previous messages along with the email content from the 3rd party that had been trying to repair the item for me.
On the way to getting it resolved now. Thanks for your help. I wonder if it was to do with the item that I had originally purchased and messaged under no longer being available to buy?
marco@ebay
Hi @thesavuk , thanks for your post.
When you are trying to do this, are you doing it from the browser or the app?
In the meantime, please note that you don't need to message a seller to return an item for a refund. You just need to file a return, and you can do that from here.
If you're returning the item because it was damaged on arrival, it is faulty, or it is not as it was described on the original listing, please make sure to select damaged or not as described when being asked for the return reason. Otherwise, you might need to pay for the return. While opening the case you will also be asked to provide a description of your return, there you can type in the reason of your return and also ask for a full refund if that's what you want.
The 3 seller will then have 3 business days to resolve this for you, and if they don't, then you can ask us to step in and we will intervene in the case to help you get it resolved.
Hope this helps,
Marco
kefos_3099
·3 days agoNo the seller required me to message him a picture of the specific item I was purchasing. I have not tried it on the app - although in trying to find a resolution I noticed that a number of people have had a similar problem on the app. Looking at the blog the app doesn't have a good reputation. Regardless it should work. In the end I agreed with the seller to send an email.
tressygirl
·4 days ago · EditedIt's the app it's fraught with temporary site issues, do you have the latest updated version, have you tried to delete cache and data ?
For now if the issue persists can you change to a laptop / PC and try Chrome that usually works well with eBay, and send your message from them. Seems to be no issues with that combination of device and browser.
@thesavuk