Ebay Intervention

[phantompuzzler]

I have purchased an item which is not as per listing description.

I started a return, the seller has said send item back for a refund but will not provide a postage paid label, just given me their return address.

They are saying that their listing is correct , when it is clearly not.

I want ebay to step in to resolve it but have no option to contact Ebay on the return case page.

The seller has notified Ebay that they has sent me a return label, when they haven't,  just their address

I have tried the online chat help but get nowhere.

Any ideas how I can get Ebay to step in?

[papso22]

We have been told that if you keep typing 'agent into online chat, you will get a call back, or you could just go for a call back using the help and contact route.

Is it more than 4 days since you opened the case?

[phantompuzzler]

Opened the case on 4th December

[john1297576]

If seller has not done as required, that is provide a return label, escalate the case to ebay. That is how you get ebay involved.

[phantompuzzler]

It is not giving me the option to escalate it, hence my original question.  On the return details  page, the only options given are contact seller or close return, no way of contacting ebay. 

Live chat is useless, just keeps giving me automated replies which are of no help.

In the help and support page it just says that starting a return is the option to use if the item is not as described.

[john1297576]

Escalate will appear on day 4 days, after opening the case.

For information NO RETURNS on a sellers listings does also say SEE DETAILS, have a read.

Private sellers have to accept NOT AS DESCRIBED cases, what ever this seller thinks, Business sellers have to accept returns for any reason.

[jckl1957]

It sounds as if you possibly chose a 'change of mind' reason for returning the item.

If that is the case, the seller will not have to pay for the return.

What are you returning and what reason did you choose for returning it?
I know you said it wasn't as described, but if you chose, for example 'wrong size/doesn't fit' as the reason for return, you will have to pay the return postage,

[phantompuzzler]

No, I chose 'Item does not fit description'. The seller has accepted the return but refuses to accept the reason, therefore just keeps telling me the return address, not send a post paid label.

It is a phone case, I ordered from this seller because their listing specifically says the case has a soft microfibre lining, I have been sent a cheap thin plain plastic case/cover. I know its only a small value item, but I ordered this one specifically because of the soft protective lining, clearly stated in the listing.

Each time I have messaged seller they just reply saying listing is correct, even though I have sent them a screenshot of their listing showing that the listing does not describe the item they sent me.

[phantompuzzler]

It is day 4 today after opening the case and no option to Escalate has appeared. Ebay buyer protection policy states you can escalate after 3 working days of starting a case, so it should have been an option by now.

In this instance the status of the return is saying 'action required', by me. ie post item back and upload tracking number. This is because the seller has told Ebay that they have sent a return label, which they have not. They have just told me their address.

As far as Ebay are concerned from the information they have, is that there is no reason to escalate because it seems they are waiting for my action.

Hence my original question on here how can I actually contact Ebay to escalate this case and ask them to intervene

[tressygirl]

Was this by chance a Chinese seller, as a similar thing happend to me.

I waited over 6 days and the option to escalate did not appear.  I had no label, and no refund, and no escalation option !

I'm thinking if a seller sends a Chinese address for some reason it fools the system thinking a label is sent and the option to escalate does not appear.

I contacted CS they viewed the case,  viewed all the messages, and refunded me and closed the case telling me I could keep the item, I kindly informed them the item's new home is my bin.

Disappointingly I received a discretionary refund,  meaning eBay repaid me,  and they told me the seller gets to keep my money too!  The seller after all was selling in their thousands.  

You may well experience the above certainly seems to be heading that way , in which case you may well need Customer Services later.

The easiest and quickest way to contact Customer Services is through this link, for a Call Back .

https://www.ebay.co.uk/help/eua?id=5275&mkevt=1&mkpid

On weekdays lines open between 8 a.m. and 10 p.m. - 6 p.m.

Weekends lines open between 9 a.m. to 6p.m.

Don't contact tonight, I strongly recoomend contacting CS very first thing in the morning when the lines first open at 8 a.m. as there's more chance of Dublin answering.

@phantompuzzler 

[phantompuzzler]

Thanks for your reply, very helpful.

It does seem very similar to your case, I will contact CS in the morning.

As it happens the sellers address is a UK one