Cannot type into chat help system

[funky_alchemist]

 

Hello

I have never encountered this problem before.

When I try to use the contact eBay system where it opens up the box to chat I cannot type anything at all.

It shows my previous message history but I cannot type anything at all to access either the bot or a eBay representative.

I have tried clearing the cookies to the browser used a different device and every time it’s the same please see the screenshot.
It’s greyed out. I can’t type anything. It’s driving me crazy. How do I resolve this? Is it a technical issue.

[sean3410042]

I did tried anything. But I still cannot type and choose options for the customer service live Chat at all. 

Please could you find out what's happening immediately.

Thank you

 

[sean3410042]

 PLEASE HELP

[sean3410042]

Hello,

This issue has been happening continuously for a whole week. Every time I try to use eBay UK customer service live chat, it does not work — no matter where I click, there is no response at all. It is not intermittent; it happens every single time I try to use it.

Please escalate this matter and have it fixed as soon as possible. This is urgent because I currently have an order cancellation/refund issue that needs to be resolved quickly, and without live chat I cannot get proper support.

Thank you.

 

[eburtonlab]

@sean3410042 

Try requesting a call back using this link:

https://www.ebay.co.uk/help/eua?id=5275&mkevt=1&mkpid

If you are unable to get a call back, try contacting eBay via social media direct message:

https://x.com/askebay

https://www.facebook.com/ebay

https://www.instagram.com/ebayforsellers/

[marco@ebay]

Hi @sean3410042 and @funky_alchemist,

I've just tried again, and it seems to be working no problem. Please see screenshot below.

Just wondering, have you tried doing this from the browser? Looks like the screenshots were taken from the app, so I'm just wondering if this is related to the app only or both? If you could try again from the browser and let me know if that works for you, I'll appreciate it.

Thank you,

Marco

[funky_alchemist]

Hi

Yes tried from 2 different browsers/laptops and same issue as mobile. 

I can’t even request call back it’s just frozen completely.

Are you able to go into my account and check please? It’s definitely an issue on eBay side. 

I have uploaded screenshots of desktop above do you want me to upload again? 

[sean3410042]

Hello,

I have already tried using both a browser and a laptop, and the problem is exactly the same as on my mobile — the live chat does not work at all.

I cannot even request a call back, as the page is completely frozen.

Could you please check my account from your side? This must be an issue with eBay’s system.

I have already uploaded a desktop screenshot above. Do you need me to upload it again?

Thank you.

[marco@ebay]

Thanks for your reply, @sean3410042 and @funky_alchemist .

I've just reported this from my end to our technical team to see if they can fix that for you, but please note that just to set up the right expectation, if they are unable to replicate the issue like me, they might not be able to take further steps. However, once I get an update from them, I will let you know here.

Thank you,

Marco

[sean3410042]

Hi marco@ebay 

Thank you for your response.

I really need the live Chat service at the moment. I have a refund case waiting for solve it urgently. 

I hope technical team they'll truly solve the problems.

[marco@ebay]

Thanks for your reply, sean3410042.

If you are having issue with a particular order, you can confirm the item number, and I'd be happy to look into it for you as well in the meantime. 👍

Thank you,

Marco

[sean3410042]

Hello marco@ebay 

Thank you for your helping.

Order number is:02-13588-75956

I would like to provide additional information:

The seller has clearly violated several eBay selling policies:

Failure to deliver on time – the item is still not delivered past the estimated delivery date.

After I officially opened the “Item Not Received” case, the seller still handed the parcel to the courier much later. This shows disregard for my cancellation request and violates eBay’s requirement that sellers must cooperate to resolve disputes.

The seller repeatedly replied only with “don’t worry” or “refund processing” but never actually issued a refund. This is delaying tactics and shows no genuine cooperation.

These actions have not only delayed my refund but also caused additional stress and loss to me, which goes against eBay’s Money Back Guarantee and seller performance standards.

I am also willing to provide supporting evidence (screenshots of seller messages and the Evri tracking page) to show clearly that the seller ignored my cancellation request and failed to issue a refund.

I kindly request eBay to step in immediately, close this case, and issue a refund directly.

Thank you 

Sean

[sean3410042]

 

 

 

 

 

  

 

 

 

Hello marco@ebay 

And also I note that according to Evri tracking, the parcel was only received at the ParcelShop on 18 September at 20:57. This clearly shows that the seller dispatched the item after I had already opened an "Item not received" dispute and requested cancellation/refund.

This proves that the seller ignored my cancellation request and proceeded to ship the parcel after the dispute was raised, which is highly unreasonable.

I have already strongly requested the seller to cancel the order and issue a full refund, specifically to avoid the parcel being delivered so that I would not have to handle a return. However, the seller seems to be ignoring this and has not stopped the shipment, allowing the parcel to be delivered.

If the parcel is ultimately delivered, I am unsure what I am supposed to do. Returning the item would be extremely difficult for me due to my health condition and personal reasons. This situation is very unfair.

I would like to provide additional information:

The seller has clearly violated several eBay selling policies:

Failure to deliver on time – the item is still not delivered past the estimated delivery date.

After I officially opened the “Item Not Received” case, the seller still handed the parcel to the courier much later. This shows disregard for my cancellation request and violates eBay’s requirement that sellers must cooperate to resolve disputes.

The seller repeatedly replied only with “don’t worry” or “refund processing” but never actually issued a refund. This is delaying tactics and shows no genuine cooperation.

These actions have not only delayed my refund but also caused additional stress and loss to me, which goes against eBay’s Money Back Guarantee and seller performance standards.

I am also willing to provide supporting evidence (screenshots of seller messages and the Evri tracking page) to show clearly that the seller ignored my cancellation request and failed to issue a refund.

[marco@ebay]

Thanks for your reply, sean3410042.

I've just checked there, and I can see you filed a case already for the item not being received.

At this stage, as per our Money Back Guarantee, we cannot step in until 3 business days have passed. Once the 3 business days passes, we can review with all the evidence available at the time. However, if by then there is still no delivery attempt or delivery at all, the case will be closed in your favor then. I will save your case, and go back to it once the 3 business days have passed, so it can be actioned accordingly.

Thank you,

Marco

[sean3410042]

Thank you for your reply, Marco.

marco@ebay 

I understand the Money Back Guarantee process. However, I want to raise one serious concern:

I have already made it very clear to the seller that I cannot handle a return due to my physical condition, and I strongly requested them to stop the shipment immediately. Despite this, the seller still went ahead and dispatched the parcel after my dispute was opened.

If the parcel still ends up being delivered to me, what should I do in this situation? It is very unfair that the seller ignored my cancellation request and pushed the responsibility of return onto me, especially as I cannot physically manage the return.

I kindly ask for confirmation that eBay will protect me under the Money Back Guarantee, and that I will not be penalized or forced to handle a return, since the seller’s actions clearly violated the cancellation request.

Thank you 

[marco@ebay]

Thanks for your reply, sean3410042. 

Sorry to hear about that, I understand it is certainly not ideal for you. However, sellers have the choice of accepting or cancelling any cancel requests they get. You can see this policy here.

I understand what you mean, but I just want to set the right expectations, but if you do receive the item, your seller accept returns, so you'd need to follow the returns procedure if that's the case in order to get you a refund. If you want, you can let us know if it gets to that stage to see what option are available at the time, but that would most likely be the scenario. If you don't receive the item in the end, you would just receive a refund based on the fact that you didn't receive the item. 

On a quick note, if the carrier goes over to your location to deliver the item, please do not refuse the parcel, refusing parcels voids your buyer protection. 

Thank you,

Marco

[sean3410042]

Hello,

marco@ebay 

Thank you for clarifying the process. However,I must emphasize again that this situation was created by the seller’s actions, not mine.

I clearly requested cancellation and refund, and I also informed the seller that I cannot physically process a return due to my health condition. Despite this, the seller ignored my request and still dispatched the parcel after my dispute was opened.

If the parcel does arrive, I will be unable to return it. It would be extremely unfair if I lose my money or buyer protection because of the seller’s decision to send the parcel against my wishes.

Could you please confirm that eBay will protect me under the Money Back Guarantee and not force me to handle a return that I cannot manage? This should remain the seller’s responsibility, not mine.

Thank you for your understanding.

[marco@ebay]

Thanks for your reply, sean3410042.

As per your messages with your seller, it looks like you've told the seller that you no longer need the item due to it being a birthday present and it is now too late for the present to arrive in time, nothing else was mentioned. Also, as advised before, I understand you wanted the transaction cancelled and that you communicated this to the seller, but again, the seller has no obligations to accept your cancellation, they can still complete the transaction if they wish as per the policy I shared with you above.

Like I said above, if it gets to that stage, let us know and we will review options at the time. However, at this stage, we now need to wait 3 business days before we can look into it. 

After the 3 business days passes, if you have the item with you, we will need to review options then, but like I said above, I wanted to set the right expectation that we will most likely need to follow the returns procedure, if the item is not delivered or no attempt of delivery is made, then the case will most likely be closed in your favor with a refund. 

Thank you,

Marco

[sean3410042]

Hello Marco,

marco@ebay 

Thank you again for your reply. I must respectfully stress that this situation is not a simple “buyer’s change of mind” case.

* I purchased in good faith and never expected to request a return.

* The only reason I asked for cancellation was because the seller failed to dispatch on time, and then only sent the parcel *after* I had already opened a dispute. This is highly unreasonable and suggests the seller is trying to play the system.

* I also clearly informed the seller of my health condition, which makes it impossible for me to process a return. The seller completely ignored this.

This is therefore a case of **seller misconduct**, not buyer fault. It would be extremely unfair if I lose my protection or face the burden of return, when the seller acted against my explicit cancellation request.

I kindly ask eBay to confirm that I will remain fully protected under the Money Back Guarantee, regardless of whether the parcel eventually arrives, since this is entirely the seller’s responsibility.

If eBay cannot guarantee protection in such a clear case of seller fault, it sets a very worrying precedent for buyers: sellers could deliberately delay shipment, ignore cancellation, and shift the burden of return onto buyers who are not in a position to handle it. I truly hope eBay will not allow this.

Thank you for your understanding and support.

[beetlejuice1]

Hey there! I am having the exact same issue! I’ve tried multiple browsers and devices… could you please fix this??

[marco@ebay]

Hi sean3410042, 

I can see today that your seller issued a full refund already, so at this stage your case is resolved and no further actions are needed from your end. Also, regarding the problem flagged by you preventing you from contacting customer service has been replicated by our tech team, and it is currently being looked into, so it can be fixed.

Thank you,

Marco