I am struggling to find the "Ask ebay to step in" button. Where is it ?

[christinegiraffe]

I have returned an item to a seller not using the ebay label. On the returns details page it says I can ask ebay to step in. How do I do this please >

[tobiasd4]

Case has to be open for 3 working days to the minute before option appears.

[christinegiraffe]

No, nothing in purchased items page either.

[m25jet]

Try clicking on the Purchase History tab on the left hand side of the screen on your My eBay page. Once you have done that scroll almost all the way down the entire page until you get to the section entitled "Returns And Cancelled Orders." If you do that then you should be able to find the item there.

[ruby*tuesday]

Find one of the Messages that EBay have sent you regarding the Case. Find the Link - See Case Details. Click on that to see if the option to Take Action or Ask EBay to Step In is there or not.

[christinegiraffe]

No. I have checked all 3 messages that I have from ebay about this. No "see case details" or "take action" buttons.

[tobiasd4]

Go to item in purchase history, may be at bottom of list,
click case details.

[christinegiraffe]

No nothing in purchased items either.
Sent from Mail for Windows 10

[papso22]

Can you access it through the resolution centre?

[christinegiraffe]

I will try that now. BTW thanks for all this help.
Sent from Mail for Windows 10

[fargvs]

1. If you are using an App/Mobile, often full case details are not seen and a PC/Laptop is necessary ...
2. If nothing is showing in your purchase history, did you buy as a Guest ? ... for information >

Guest purchases do not appear on your eBay account and the transaction is processed differently ... see the PayPal help and case options in these links >
https://www.ebay.co.uk/help/buying/resolving-buying-problems/guest-returns?id=4065
https://www.ebay.co.uk/help/buying/paying-items/buying-guest?id=4035&st=2&pos=1&query=Buying%20as%20...
https://www.paypal.com/uk/smarthelp/home

[rusticrye]

If you didn't use the returns label Ebay supplied, Ebay won't know you've returned the item, so the option to ask them to step in won't appear.

You need to supply full information, inluding dates and how and why you returned, otherwise no-one can accurately advise you.

@christinegiraffe 

[*knight-rider*]

`I have returned an item to a seller not using the ebay label`

Hope you returned it tracked, because if you did`nt, you won`t be able to prove return and won`t be refunded.

As pointed out, the case/return needs to be open a given number of days before you can ask ebay to step in.

if you click your feedback score at the top and go into the feedback forum, leave feedback, you`ll find the transaction there.

[christinegiraffe]

Sorry to be a bit unclear. I have never had to return an item before and I have made a mess of this one.
I purchased 2 items on the 13th October 2020 which turned out to be faulty as they stopped working 3 days after I received them
I messaged the seller and he asked me to return them to him so that he could investigate. I did not know about the ebay label returns system and as he asked me to return the items in the original envelope by using the panel cut out of the back of the envelope with his address on it that is exactly what I did. I paid the postage for this. Items were returned on 28th October 2020.
I heard nothing from him so after a week I messaged him asking for replacements or a refund then I got a message from ebay saying that the seller had agreed to a return and that I should use the ebay label to return the items.

This I could not do of course and 3 weeks later ebay closed the return case as it appeared I had not returned the items.
I did everything wrong including having no tracking when I used my own envelope. But even though I am in error when I checked my returns dtails there was a message from ebay saying "you can ask us to step in even if you did not use the ebay returns label.

Is there still a chance of me getting a refund ?

[m25jet]

In order to be able to force a refund if the seller will not issue it voluntarily you have to be able to prove that the item was successfully delivered back to the seller, or that an attempt has been made to deliver it to the seller's address. That would be enough to get the refund issued; however, for that you need tracking, whether you used an eBay returns label with tracking on it, or paid for your own postage. If you paid for your own postage then if you returned the item using a fully tracked postal service upload the tracking number to the case. If you posted the item back without using tracked postage then you won't be able to prove attempted or successful delivery of the item to the seller, in which case eBay will assume that you've changed your mind and have decided to keep the item. Therefore, without any form of tracking to prove attempted or successful delivery of the item back to the seller you can kiss your money goodbye, as eBay will not force a refund if there is no means of being able to put a trace on the item in order to establish whether or not the item was either delivered to the seller or an attempt at delivery has been made.

[christinegiraffe]

Thank you so much for all the helpful suggestions on here.
I think this can be chalked up to a mistake on my part. I cannot provide evidence of returning my item as I did not get it tracked. I simply followed what the seller asked me to do to return it.
I am thinking now that this was his little trick with a novice at returns as he is a very experienced seller on here. I also should have looked at his feedback as there are lots of other buyers who have failed to get refunds from him but I didn't do that either.
A lesson learned for me and luckily not too costly. I will not make that mistake again.

[tobiasd4]

Yes, it does look like seller played you.
Don't let it put you off ebay.
If unsure always come here to Answer centre for advice.

[christinegiraffe]

"Always come here to Answer Centre for advice" - Very wise words indeed.

christinegiraffe.