Contacting a seller re: an order that arrived broken for a reimbursement.

Question

I am going around and around with no success in contacting the seller regarding an order that arrived broken. The messages I receive says that there isnâ€™t information about the order. I have given both the item # and the order #. Is there a direct line to eBay that I could talk with a human?

eastlaneave · Answer

@dicmar_r3gfwhg

I am sorry that happened!

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.

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If you can't see your order following the above process it's likely you bought the item as a guest.

In that case LOG OUT OF eBAY, then:

To start a return request or report a problem with an item you bought as a guest, you'll need your order confirmation email. This is the email eBay sent at the time of your purchase with all your order details. The subject line starts with "Order Confirmed".

If you don't have that email, you can request another copy of the order confirmation email on this page:

Log Out first

https://www.ebay.com/help/buying/returns-items-not-received-refunds-buyers/returning-item/returning-items-bought-guest?id=4065

Once you have the email, you can follow the process on the above page to talk to the seller.

You can also open a return request (to get a return label)

1) Select View order details in your order confirmation email.

2) Select Return item.

3) Select your reason for the return and select Next.

4) You can add a message to the seller and also upload up to 10 photos showing the item's condition.

Select Confirm return.