eBay Live Chat Bugged Not Working

[dn_mods]

Yesterday I tried to Live Chat with eBay support but apparently no agents were available as it only gave me the option to request a Call. 

I'm currently abroad in Indonesia and I need eBay's help regarding a return request, but I can't take a call because I'm not able to receive international calls to my UK number from abroad.

I tried to go through the automated assistant again today and everything is greyed out. It looks like it's stuck on yesterday's Request a Call message, but I can't click anything or clear/reset the chat. I've cleared my cache, tried accessing via my Laptop and tablet, and logging out and in but the chat is always in this state.

How can I contact eBay support please as a matter of urgency?

[tressygirl]

You may need to log out and log into www.ebay.com hopefully it's a generic question they can answer that will be the same for your UK account.   Mention that your question relate to a UK account.

Or,  if direct access to your account is not needed come back here,  and ask there are many very experienced members happy to help.

If you need the .com CS :

Contact eBay Customer Services this way, through their help pages.

https://www.ebay.com/help/home

Lines are open between 5 a.m. and 9 p.m. Pacific Time

@dn_mods 

[tobiasd4]

If buyer opened item not as described case, you issue returns label & refund in full on return.

Cases are automated, no need to contact CS.

If not the above, explain & we will try to help.

[jckl1957]

As advised, you can ask your question in the forum - you should get a quick and accurate response.

[dn_mods]

Thanks all for the advice -

The issue I have is that one of my buyers requested a return because they changed their mind, and normally I only accept returns if the item is damaged/not as described but I agreed to on this occasion on the basis that they paid for the return label and also covered my postage costs for the next buyer since I offered free postage on the listing. 

However, when I action the return request, there only seems to be three options: Accept the return (which seems like a full refund), Decline the return, or offer a partial refund (which allows the buyer to keep the item and presumably therefore does not generate a return label for them)

What should I do to ensure I can deduct the postage amount from the refund? The buyer actually agreed to send it via PayPal after the item arrived with me but honestly the whole process with them has been a bit fishy and I’d rather not rely on them keeping their word if it’s possible to do it through eBay instead. 

[jckl1957]

You can't do this using the Ebay return system.

You have to offer a full refund and can't make arrangements such as they pay postage for the next buyer.

There would be ways around this but not through Ebay.

[red_magpie]

What should I do to ensure I can deduct the postage amount from the refund?

You accepted in the user agreement that if you accept the return, eBay will refund the buyer's whole, original payment including postage. It will be up to the buyer to pay the return postage.

You could refuse the return request, but all a "fishy" buyer would need to do then is to "discover" some fault with the item and use eBay's money back guarantee. You would then have to send them a prepaid return label, or let them keep both the item and the refund.

Like it or not, if you buy and sell on eBay you have to follow eBay's rules.

It would be very unwise to refund them by PayPal. eBay won't recognise this, so they could potentially use eBay's money back guarantee as well to get a double refund!