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Problem with item bought as a guest - no help from Ebay
Hello. Hope somebody might help me with this.
I got locked out of my other ebay account, and in a rush bought the item I wanted as a guest, using the same email address. Got the item - it was wrong, opened a dispute with the seller who finally sent me a return label. I took the parcel to the post and can already see it travelling when I check the tracking on Royal Mail website. However - I cannot add this tracking to the item return page on ebay. They don't have an option for Royal Mail, I need to choose ''other carrier'' and enter Royal Mail and the tracking number manually. Tried saving a few times, no result. Ebay is not picking it up automatically either.
So, it still shows as if I haven't returned the item. Tried talking to ebay about it - but they cannot help me, because to access my order, they can only do this if I contact them using the account associated with the email I used to place the order. I am not able to log in to that account anymore, so ebay are refusing to help. At the end then I said I want to raise complaint against ebay, their representative simply ended the conversation.
What are my other options with ebay? If they refuse to step in, I still have an option to escalate it through Paypal, but is there any better way to sort this?
My advice to others and the (now) slightly wiser me, never buy on ebay as a guest. If something goes wrong, their promised ''buyer protection'' does not exist.
john1297576
Mentor6 months agoHave you read this, ebay says make sure you add the tracking, so there must be the ability to do this.
When your return request is accepted, we'll send you an email with the subject "Send the item back". Make sure you send the return by the date in this email to avoid any delays or issues in the refund process.
If you're responsible for purchasing the return postage label, make sure you use a tracked service and add the TRACKING NUMBER TO YOUR RETURN REQUEST. If the item being returned has a total cost of £450 or more, it will need to be returned with a signature confirmation.
If the seller provided a return label, you can access your guest account and the label through the order confirmation email. For more information about who pays for return postage and how to send the item back, see return postage for buyers.
nothing.anymore
OP6 months ago@john1297576
I have attached three screenshots to show what the page looks like when I try to add the tracking.
There is a drop-down menu to choose a carrier. Royal Mail is not there, so I enter this one manually, then enter the tracking, click on the Save button, the page reloads but nothing is added.
I tried copy-pasting the tracking, tried entering it manually, no difference.
nothing.anymore
OP6 months ago@fargvs - I can see my order, it's not the issue. I need to somehow find how to mark the parcel as returned.
By the way - the link you gave did not work for me before when I tried to access my guest order. I tried entering my email, and the order number - but had nothing back from ebay.
But as I said, finding the order is not what I am asking about. I can access my order and return details simply by clicking on the link which is in the email I received when my order was initally confirmed. What I am not able to do is to add the tracking of the return.
fargvs
Mentor6 months agoGuest purchases will not show in your eBay summary --- Try this using a PC/Laptop >
Find the email Guest order Transaction number details using the large Blue button in the link below --- Case options within 30 days from sale are there if needed >
https://www.ebay.co.uk/help/buying/returns-items-not-received-refunds-buyers/returning-item/returnin...
https://pages.ebay.co.uk/ebay-money-back-guarantee/
tressygirl
Mentor6 months agoBuyer protection, that is, eBay's 30 day MBG , does exist, but you cannot use your eBay account to open a case, as you didn't use your account to buy the item.
This link explains how to proceed for a refund, when buying as a Guest.
https://www.ebay.co.uk/help/buying/returns-refunds/returning-item/returning-items-bought-guest?id=4065&st=12&pos=1&query=Get%20help%20if%20you%20bought%20as%20a%20guest&intent=guest&docId=HELP1151
@nothing.anymore
nothing.anymore
OP6 months ago@tressygirl - thanks, I've looked at that page before. The problem is that although I sent the item back, I cannot mark is as ''returned'', I cannot add tracking details. What worries me is that I am supposed to send it back before a particular day - but if ebay are not allowing me to add tracking/mark it as shipped, they will continue to see it as unreturned and might close the case against me.