HELP! No drop down box - 'Ask eBay to step in'

[debbie3608]

Can anyone please help?  I'm going round in circles. A seller hasn't responded to my questions about an item that doesn't work or the request to return. It's now beyond the return date due to waiting for his response. I'm trying to 'Ask eBay to step in' - but they say go to the item 'See Return Details' but all that does is take me back into the item where it says 'seller should respond soon'. There is no drop down box anywhwere saying 'Ask eBay to step in'.  The 'Help' area is useless it's just taking me round in circles and I can't find where to ask eBay to step in. Thank you. 

[thedemon2014 · Accepted solution]

You say that "It's now beyond the return date due to waiting for his response".

When did you receive the item?

Have you actually opened a case in the Resolution Centre? Or have you just exchanged messages?

https://resolutioncentre.ebay.co.uk/

If you mean that it is too late to escalate the case to eBay you can still open a case in PayPal.

You have 180 days to do that.

https://www.paypal.com/uk/smarthelp/home

Escalate the case to eBay after 4-20 business days if refund not started in the meantime.

[redwick1]

It is not clear what you are saying.

For an item that is not as described then you open not as described dispute and escalate to ebay after a full three days.

That option only appears exactly after the 3 days.

Confusing when you say it is past the return date?.

Did you open the correct dispute

[debbie3608]

Thanks for your help. I tried to resolve the problem as eBay asks with 3 messages to seller, no response, so clicked Return Item. A message popped up to say it was beyond it's return time - that has now disappeared.

Now says 'Status: you requested a return and the seller should respond soon'. He hasn't responded. There is no option for 'not as described' and under 'More Actions' the drop down box has 4 irrelevant options - View/Save/Contact seller/Hide order.

As I mentioned I can't find any way forward to get eBay involved. Very frustrating.

[redwick1]

Were you within the 30 days allowed for a return.
If not then there is nothing you can do on ebay as you have 30 days to open a dispute.

You sometimes are able to be able to open the dispute but not able to escalate it if out of time
The options are not received or my item is not as described.

[debbie3608]

Thanks very much redwick 1. I think you've solved the problem. It's over 30 days, as I kept waiting for the seller to respond and I sent 3 messages. I'll know next time!

[redwick1]

Yes that will be the problem.
That is a shame.
You could try paypal if you paid that way but they may not accept the dispute depending on how long you have had it but worth a try
If they are a business in the UK then you may have some rights under UK law
Contact citizens advice for their help if they are a business to see what actions you can take

[tobiasd4]

Shoud be a "take action" option, try that.

[debbie3608]

Thanks for your help. There is no option to 'take action'. Please see my comment in the above post for more detail.