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Can't upload photos for return
Summary: monte7uma struggled to upload photos of a damaged item for an eBay return using Mac Safari. They succeeded on an iPad but the seller claimed not to have received the photos. papso22 advised checking if a return case under the money back guarantee was opened, which still requires adding photos. john1297576 suggested opening a 'Not as described' case where eBay would handle the claim, and tressygirl provided guidance on uploading photos through eBay's messaging system. monte7uma found that eBay has the photos and was relieved but frustrated by the communication hurdles.
After 2 fruitless hours trying to get 5 photos of a shattered glass item to upload on my laptop, I found it worked on my iPad. (I don't have the app on my phone, I hate using phones, screen's too tiny.)
I sent all the photos, but received a message this morning from the seller requesting photos!
In replying to their message there isn't even an option to add photos!
Tried eBay AI assistant who said try doing it in Messenger, but I don't have the option there, either.
I'm honestly so p'd off with the time and effort this is taking, especially when all my household items are purchased via ebay, and though rare, returns have to happen at times, and if it's always going to be like this I wont have the patience nor take the risk.
Google seems to show that this isn't an uncommon feature! I'm on a Mac, using Safari, if this is significant.
Does anyone have any advice, please?
tressygirl
Mentor3 weeks agoThere is an option to add photos to an eBay message, it's nicely hidden!
To the left of the message box is what looks like a capital L inside this a box with a mountain shape and dot, is the best I can describe the icon! Click on that and you can add photos.
Don't waste too much time with messaging the seller, you need to open a case for the return you have 30 days to do this and need to add 3 photos there too before submitting.
@monte7uma
monte7uma
OP3 weeks agoYou're so kind! Thank you so much!
I'll try what you suggest. Seems there are lots of references to this problem dating back to 2018, so seems a very hit and miss affair that no one wants to fix.
Also frustrating that I can't see my actual return request message, either -as typed and including the photos I sent.
Thanks again!
tressygirl
Mentor3 weeks agoYour very welcome!
Your return details/ case, should be with the item in your Purchase History, and with your eBay messages.
If the above or adding photos is still an issue , it may be worth changing if you can, devices and browsers. A laptop / PC with Chrome will allow you to perform all those functions.
@monte7uma
monte7uma
OP3 weeks agoYou're so kind! Thanks so much for bearing-with :-) But tried changing devices - it worked on my iPad - but he seems not to have received the pictures anyway! (And there's no way of checking the veracity of that. ) In addition, the Resident Administrator wont tolerate Chrome because it has 'too many vulnerabilities'! Have restarted the laptop, will try that. Thanks again, tressygirl X
monte7uma
OP3 weeks agotressygirl, back again - just a quick mention that my browser doesn't show anything to left beside the message. Meanwhile, I noticed that I could review my initial Return to him, which shows all 5 photos - despite his requesting them. So, eBay will be able to see them and that's all that matters I guess.
tressygirl
Mentor3 weeks agoYes, it is all that matters, that is, photos in the case.
Back to your message box. Just look for that strange icon, it is small , and I can only describe it as a little square box with what looks like a mountain drawn inside, all sitting in a Capital letter L !
It is tiny, and must be around your message box somewhere!
Don't worry too much about it for now , the seller does not have to have those photos in a message , they will be able to see them in the case you opened.
@monte7uma
papso22
Mentor3 weeks agoIf you have opened an ebay return using the money back guarantee you don't have to deal with the seller.
monte7uma
OP3 weeks agoThank you so much for your reply!
May I ask further: how would I know if it was a 'return using the money back guarantee'? Are there some that don't have the guarantee, then?
Is that something I can look at retrospectively to see?
papso22
Mentor3 weeks agoIf you have just been messaging the seller then you haven't used the money back guarantee and opened a return case. If you have opened a return case you would have filled out an online form including the reason for the return. You still need to add a photo though.
monte7uma
OP3 weeks agoThanks again for your speedy reply! (So kind so early in the day.)
I did a return, describing the damaged item's condition and adding photos of the pathetic packaging for such a a thin glass item, which eventually worked with my iPad rather than laptop (both Mac Safari with current OS).
Seems he didn't get the photos after all if he's requesting them, and a photo of the SKU. I've no proof of sending the photos, as there's no copy of my message to him including images, which is doubly frustrating.
PS I love your rock artwork photo - did you do it?!
john1297576
Mentor3 weeks agoSurely from what you say, you should open a
“Not as described case, damaged in transit,” if so ebay settles the claim, not the seller.
monte7uma
OP3 weeks agoHi john1297576, Thanks for your kind reply. I requested Return giving the reason that the item was damaged, but since posting my question I've found I can review my Return, which clearly shows the 5 photographs, so either he's stalling or genuinely can't see them (but eBay must be able to). But, is your “Not as described case, damaged in transit,” the same as I've done, or something different?
papso22
Mentor3 weeks agoYou have done everything right. If the seller doesn't provide a paid for returns label, escalate to ebay, but point out that broken glass can't be sent in the post, in fact, even if the seller sends a label you need to tell ebay about the glass.