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How to ask Ebay to step in with a problem with a seller
The information that Ebay provides on its help page does not lead me to a place where I can ask Ebay to step in and help me. This is the only info I can find -- and it's not exactly the problem I had.
How to ask us to step in
- Find the item in your Purchases.
- Select See request details (if your item didn't arrive) or See return details (if you're trying to return an item).
- Select Ask eBay to step in and help.
- Select a reason from the dropdown menu, then select Confirm.
How can I get help for my specific problem? (seller will not honor deal that clearly applied to my purchase.)
2 comments
house*of*paws
Mentor2 years agoHi @bluedog_scouter1
The phrase ‘Ask eBay to step in’ appears as part of a ‘Return request’ OR ‘Item not received’ claim. It is a link that appears in the case 4 business days after you’ve opened it.
It doesn’t seem like you’ve opened either of these cases … which may be why you can’t find the link.
If you describe what problem you’re having … we probably can tell you what you need to do next.
bluedog_scouter1
OP2 years agoThank you for your response.
My problem is that I ordered three items from a site that is offering buy two get one free. All three items qualified for this offer.
I put the items in my cart, and the deal did not attach.
Before I purchased, I went back to the site to see if I'd included one item that did not say it was part of the offer. I confirmed that all three items were flagged as qualifying for the offer.
I went to "ask seller a question," and I found this statement: "We're sorry we couldn't find an answer for you. Unfortunately due to the high volume of messages this seller receives, they are unable to respond to your specific question right now. We suggest reviewing the item again to see if your answer is in the seller's listing."
There was no explanation in any of the three listings that explained what to do to get the deal to attach.
I wanted to get the items for an upcoming event, so I ordered, thinking the seller would fix it after the fact. I've had sellers in the past who have done this -- specifically related to combined shipping or deals. (Usually, I never even asked for it. They just did it.)
I contacted the seller after the items arrived and explained the issue. I got a reply that I needed to have added all three items to my basket so that the deal would attach. The seller said that I must have used "buy it now," which does not attach the deal. And there is nothing the seller can do after the fact.
I did not use "buy it now." I know this because I never use "buy it now" because I feel uncomfortable with it. I like to review my order before I buy.
I recontacted the seller, explaining again that I did not use "buy it now." I added the three items to my basket and the buy 2 get 1 free did not attach.
They answered: "You would need to contact eBay customer services direct as we are a third party and do not provide discounts or promos."
This is my issue. I am not trying to return. Nor did I not receive the item and need a refund. How do I contact eBay customer service or get help from eBay?
Thank you for any help!