attaching a video to an ebay message

Question

I bought an item, smog pump, and it is failing. I have been asked by the seller to attach a video in messages. The platform will not send the video. The video came from my cell phone and is a MP4 format, 'messages' would not accept that format. I converted it to a GIF and it was sent. Seller sees not movement only a still. Please help.

eastlaneave · Answer

@jw4734

You aren't able to send videos by messages. You can send still photos.

You can upload a video to another site and provide the seller the URL.

But it's not necessary to do this. You should open a Return Request.

The reason could be "Damaged or Defective Item", "Missing Parts & Pieces" OR "Different from what I ordered > Didn't Match Description" if the item you got was not what was shown and described.

You can open your return request here. Just click the photo and follow the instructions.

https://www.ebay.com/help/buying/returns-refunds/return-item-refund?id=4041

You will be able to print a label from here https://www.ebay.com/help/buying/returns-refunds/returning-item/return-shipping?id=4066

-- You can check the status of your case here:

https://www.ebay.com/help/ip?topicId=4667

-- Here is a help page where you can learn more:

https://www.ebay.com/help/buying/resolving-issues-sellers/checking-status-request?id=4667

Do not close your return request until you either have your refund in hand or you have the replacement item. Do not close it because the seller promises you something.