Issue with opening a returns case

[*songweaver*]

Hi

Does anyone know why the eBay site won't let me upload a photo in a returns request for damaged or not as described items?

This has been going on for a while but it's not often that I need to use the service.  It is just recently that it's happened with two separate items.

When I go to upload a photo, it opens the window to my laptop for me to select the photo (jpeg) but when I click to open it, nothing happens and so I cannot proceed with the claim.  I have all my blockers turned off.

I am not having this problem on any other website, and I can send a photo to the seller through the contact form - it's just the returns process that is not working.

The first time it happened recently I had to go through CS by phone and it's a real pain in the rear end but they couldn't tell me why it wasn't working.

Now I can't even contact CS via the webchat gatekeeper because apparently it is outside normal hours (at 15:30), so I've had to send an email and wait for a response.

So if anyone knows what might be going on, how to fix it etc, I'd  be muchly obliged.

[ed_58611 · Accepted solution]

There's a archived thread on this very subject with the most unlikely solution which nevertheless worked for the OP here so hopefully will for you too... 

https://community.ebay.com/t5/Returns/Uploading-photos-on-the-Return-section-isn-t-working/td-p/3390...

[*songweaver*]

Thank you so much for that - that thread had not come up in the suggestions when I looked before typing my post out.

Utter nuts to have to go through that rigmarole.  I'm relieved it's not just me but what a load of rubbish that eBay can't or won't put it right.

I'll bookmark the thread so if I have to use it again, I can remind myself of what to try out.

[ed_58611]

Hello @*songweaver* Very glad to hear that it worked out for you.