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.

[*songweaver*]

Well, I'm back, for heaven's sake, and all those options in that thread no longer work and neither does anything else.

So I'm back to starting another complaint via CS

I don't understand the following as I just don't do these things but does anyone know if there's something like a sub reddit? about this because I can't understand why it isn't a major issue on t'net anywhere.

[xyz307xyz]

Can you explain this bit in more detail "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. "

The window opens.

You can see the photo you want to attach(?).

You can click on this photo(?).

Is the photo highlighted?

Then what? Is there a button greyed out? No button? Is there a text box or any other controls and you've entered/selected something there?

Does double clicking on the photo do anything different?

Are you able to screenshot what you see, and add it here, to demonstrate the issue?

Or first thing to try would be - a different web browser.

[ed_58611]

Hello again @*songweaver* 

I was re-reading your original post and noticed that in your explanation you wrote the following -

"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"

Clicking the image in the window showing your photos does not open it, it merely highlights it... you should then click on the tab in (usually) the bottom right  of the window that says "Select", "Upload" or similar.

It's a common mistake when we are all so used to tapping screens and clicking away constantly, and I only mention it as I have made the very same mistake and became very cross... and finally the penny dropped and I was duly humbled with the realisation that the problem had been mine all along!