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Need help escalating a return case - international buyer, no way to reach eBay support
Summary: mbled_98 is facing difficulties with a return on an iPhone 15 Pro purchased on eBay. The item, described as "100% original," had an unrecognized battery and restart issues. Although the seller accepted the return, the provided USPS return label is only valid within the US, complicating matters for mbled_98, who is in Paraguay. Suggestions to resolve this include requesting eBay's intervention and having the seller cover international shipping costs. mbled_98 has also reported that the seller offered money to remove negative feedback. disneyshopper advises the seller should issue a refund for shipping costs to facilitate the return.
Hi, I need help escalating a return case. I bought an iPhone 15 Pro (order 01-15125-74153) described as "never repaired, 100% original." The battery shows as unrecognized/unverified by iOS (not an original Apple part), and the phone randomly restarts.
The seller accepted my return, but the only return label provided is a USPS Label Broker code, which can only be redeemed in person at a US post office. I'm an international buyer in Paraguay and have no way to use this label.
I can't find a way to reach eBay support or open an "Ask eBay to step in" request. My return deadline is September 28. Could someone point me to how I can actually get help with this?
disneyshopper
Mentor2 weeks agoIf the buyer is international, s/he cannot use a return shipping label, which is only good in the USA. The seller needs to find out how much it will cost to ship the item back, and send that amount to the buyer's Paypal account to purchase a shipping label to send back to the seller.
eburtonlab
Mentor3 weeks ago@mbled_98
You should be able to check the status of your case or ask eBay to step in here:
https://www.ebay.com/help/buying/default/ask-ebay-to-step-in?id=4701
mbled_98
OP2 weeks ago · EditedIt won't let me select the option to have eBay intervene, and the seller refuses to cover the international shipping costs, claiming that I'm trying to scam him. But I have all the proof that the phone doesn't work. Plus, he's offered me $35 to remove the negative feedback I left for him, but I have no intention of accepting it.
eburtonlab
Mentor2 weeks ago · EditedWhen did you start your return? Within thirty days of delivery? Has it been three business days yet, but less than twenty-one business days since you started your return?
You are registered in the US. Did you have the phone shipped directly to your current location in Paraguay?
mbled_98
OP2 weeks agoI initiated the return process last Saturday, September 12, so three business days have passed, but fewer than twenty-one business days.
The seller shipped the phone to my freight forwarder’s address in the United States. My freight forwarder then transported it from the United States to my current location in Paraguay. The seller did not ship it directly to Paraguay.
eburtonlab
Mentor2 weeks agoThe seller is only required to provide return shipping from the address the seller originally shipped to.
Note that using a third-party freight forwarder to have a package reshipped voids your eBay money back guarantee.
https://www.ebay.com/help/policies/ebay-money-back-guarantee-policy/ebay-money-back-guarantee-policy?id=4210#section1
If you want to use your eBay money back guarantee, you will likely have to pay for return shipping yourself.
You may still have some recourse through your payment method, though that may also require you to pay for return shipping yourself, depending on your bank's policy.