Mistaken return reason – how to correct it?

[obivan3]

Hello,

I accidentally selected “damaged during delivery” when opening a return request.

The item arrived without any shipping damage, but it is defective (no video output).

I contacted the seller and eBay support, but the return flow doesn’t allow me to go back and change the reason.

What is the correct way to fix this and proceed with the return as “item not as described / defective”?

Thank you.

[*vyolla*]

Once opened you can't change the reason for a return. If you close it you won't be able to re-open it, or open another for the same order.

Maybe try contacting eBay and see if they can do anything their end, use the Contact Us link bottom right of this page and you'll need to try and avoid the automated bot responses by keep typing in 'agent' until you get the opportunity to receive a call back.

[**peaseblossom**]

You'd have to try to contact ebay and ask them to change it.   Click on the help link at the top of any page. Select any topic then scroll down to Contact Us and get to automated assistant. Ask to speak to an agent and repeat until it passes you to a real person.

[obivan3]

I wrote to them by email, the thing is that the seller asked me to do this
and then I changed my mind at the last moment but I couldn’t go back

[**peaseblossom**]

Try and get through to speak to someone at ebay.   You could be waiting a long time for a reply to an email.   

But you will get a refund for either reason.   The difference is with the damaged item reason, if it's a private seller using Simple Delivery, ebay will pay the refund themselves and the seller keeps the payment.   Item does not have to be sent back.

Although there may be no visible damage it is always possible that the fault was caused in transit.

[obivan3]

I'm on this screen now, the dispute hasn't been opened yet, I just don't
know what photos are needed, and whether this is all a scam

[*vyolla*]

---

@obivan3 wrote:
I'm on this screen now, the dispute hasn't been opened yet, I just don't
know what photos are needed, and whether this is all a scam

---

It's not a scam.

If a buyer opens an eBay return and selects 'damaged during delivery' then eBay ask for a photo or two and then the claim is checked and the buyer is refunded. 

[obivan3]

So, should I attach a photo of the product and the package, for example,
and continue?

[**peaseblossom**]

Yes, any photo will do.

[obivan3]

Thank you very much, I did it, the dispute has been opened