Broken item received, how do I get support?

Question

I purchased an exercise machine it was delivered but has not worked since I received it. I got the insurance to cover it but it says it’s still covered under eBay? I’m not sure how to get help? I messaged the seller but haven’t heard back! Any advice or suggestions? Thank you!

comics-scifi-collectibles · Answer

@raschr59 . You said that the insurance covered it? Or do you just think that it should? Insurance is for the sellers protection, the buyer is covered by the eBay Money Back Guarantee. The eBay Money Back Guarantee over rules the sellers return policy. You have 30 days from the date of delivery to file a not as described return request for most categories AND 3 days for Trading Cards. Here's what you need to do: Open a return with the reason doesn't match description or photos. Select the return item button on this page: https://www.ebay.com/help/buying/returns-refunds/return-item-refund?id=4041&st= 4 business days after filing the return request if the seller has not provided a return shipping label or a full refund then ask eBay to step in and help: https://www.ebay.com/help/buying/returns-refunds/ask-ebay-to-step-in?id=4701 Let me know if you need to return an item to another country as there are additional steps required. The seller pays return shipping for an item that is not as described no matter where they are located.