Order I bought as a guest has disappeared and I cannot return it

[es-1548]

Hello all

I urgently had to purchase a new phone handset the other week as mine broke, so a friend had to purchase it for me (online banking couldn't be approved without a working phone) ; they checked out as a guest. The phone arrived but it is defective. I tried to contact the seller with the order number but because I used my ebay account they claimed they could not find the order.

I have then tried to use the "order details" from the email confirmation, and made an account with that email so I could message the seller, but somehow that process has now made the order disappear. I cannot process any attempt at a refund/return and the seller is refusing to acknowledge my messages

Please advise what I can do, I have had to spend a lot of money on a second hand phone that now doesn't work, and it's very stressful

Thanks 

[**peaseblossom**]

Here's information about claiming as a "guest" buyer:
https://www.ebay.co.uk/help/buying/returns-refunds/returning-item/returning-items-bought-guest?id=40...

If you still have problems you will have to try and contact someone at ebay.   Click on the help link at the top of any page.   Select a topic then scroll down to Contact Us.   Get to automated assistant and put in the question box Can I speak to an agent?   Repeat until they pass you to a real person.

[john1297576]

The buyer must do this, you did not buy and it was bought as a guest, so seller does not know who you are or the actual buyer.

Buyer must open a return case through the confirmation of purchase email  from ebay.

[papso22]

You didn't buy as a guest, your friend did.

[es-1548]

Yes she bought it from her computer and using her card but she put my email in so that I would receive the order confirmation so I have been the email/guest account holder, if that makes sense?