Return damaged item

[betsy-ford]

I ordered a custom sized sheet of acrylic. The seller sent a link so I could enter the size and I paid.

 The sheet arrived smashed. I sent photos to the seller.

 I can't open a return request as the item isn't listed in my purchase history so there's nothing to select.

I've emailed eBay numerous times but keep getting the same response.. open a return request !! I used my only account and not as a guest.

How the heck do I communicate with a robot!? I want to speak with an agent but the robot doesn't give me an option.

Any advice would be appreciated.

[jckl1957]

How exactly did you pay?

It sounds as if, by using the link, you unwittingly entered into an off-Ebay deal.

If that is the case, and you did not pay through Ebay checkout, then there won't be anything that Ebay can do.

You could try your payment provider.

[plum993]

If you did an off ebay deal and didn't go through the ebay checkout to pay then the item won't be covered by ebay and you won't be able to make a claim for a refund.

Also,not all items are covered and you only get 30 days from the estimated delivery date to a make a claim when an item is eligible