Problems with Ebay Customer Service and a difficult seller

[suedonym2]

Seller accepted return of a very large item.  Ebay advised that seller would generate a return label by the 28 April.  Seller generated the label today, the 27th, giving me less than 24 hours to package the item, which is large, heavy and bulky.  I am 85 years with limited mobility and no assistance.  Spoke with Ebay Customer Service and they stated that the packing that I planned to use would be acceptable in the absnce of the original box.  Advised seller that I was to accompany my daughter to her chemo appointment on the date that he had scheduled.  Asked him to generated another collection time.  I managed to pack the item today and sent a message to the seller that it was ready for pick up.  Seller has not responded.  Customer Service said that they would send a link for me to use to send photography of the item before packaging and after, when it was packed and ready for collection.  The link did not work, and ebay "help" is unreachable.  Ebay CS stated that the seller was being unreasonable by expecting turnaround in less than 24 hours.   I have been trying to arrange collection by DPD for a prepaid ebay label.  Can only reach their site for quotes to pay to send out goods.  HELP! 

[red_magpie]

I don't know what the timeline is for returns after receipt of a prepaid return label. You seem to be doing all that can be done to resolve this with customer support.

What I don't understand is why you didn't have the item already packed and ready to go? This may have prevented the  problem, or at the very least put you in a stronger position if the deadline to dispatch the return is unachievable.

Anyway, good luck and I hope you can resolve matters with eBay. 

[suedonym2]

I take your point.  Vey difficult for an 85 year old female - double hip replacement extensive degenerative osteoarthritis and rmobility issues to pack and manage a 60 x 60 x 60 cm wooden planter that is heavy and bulky.  Item had been partially prepared, but interrupted by the chemo appointments, etc., so my focus has been on a very ill daughter

[red_magpie]

We can only tell it as it is. I'm afraid that when buying through an online marketplace like eBay you are bound bo comply with the specific rules and time limits contained in the user agreeent. These are enforced robitically and there is seldom room for flexibility due to personal circumstances.

As I said, hopefully you can resolve things with eBay CS and with the seller (who did comply with the time limit, even though on almost the last date).  Reference to your age and family health issues is unlikely to be the answer. The important thing now is to get this item packed and dispatched withn the time limit for return. I don't know where the supposed requirement to "turnaround the package" in less than 24 hours came from. My recollection is that buyers are allowed around 10 days (I don't have time now to check this for you) from the date of receiving a prepaid return label.