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Return Deadline Is Approaching Because My Case Can't Be Escalated
Summary: jerre1914 is experiencing difficulties with a return process on eBay, where a seller has failed to provide a return shipping label despite claiming one was sent. The seller has ceased communication, and eBay's system is restricting escalation options. mudshark61369 suggested checking for a link or QR code in the return dispute and reporting the seller through a provided link. jerre1914 also noted technical difficulties preventing telephone contact with eBay support.
I am requesting immediate assistance because I am unable to complete or escalate my return due to what appears to be a system issue.
I purchased a set of items that were significantly different from how they were described and what I was told I would receive. During our conversations, I specifically requested a particular size, and after the purchase the seller admitted they could not actually produce it. The seller stated:
"The length of the black Gengar that you requested can only be produced with that height, because the printing quality would be distorted. I apologize for not clarifying that sooner."
Based on the circumstances, eBay approved my return request.
The official return case states:
"The seller let us know they sent a return label for your item. If you haven't received it, contact the seller. Make sure to ship the item back and add the tracking details by Aug. 3. Once your item is delivered, you can expect a refund within 3 business days."
However, the seller never provided any return shipping label through eBay Messages, email, or any other method.
Instead, the seller directly told me:
"Unfortunately, if returns are initiated, the buyer would have to pay for the shipping label."
This directly contradicts what eBay has told me. The eBay Assistant states:
"I see that the seller accepted your return. They're responsible for return shipping costs. You'll receive a return shipping label from either eBay or the seller in your Messages and email with all the details of your return request."
The seller is refusing to provide the label while simultaneously telling eBay that one has already been sent. Because of that, my return has become stuck in an impossible situation:
eBay has determined that the seller is responsible for return shipping.
The seller claims they already sent a return label, but no label has ever been provided.
The seller is now no longer responding to my messages.
The "Ask eBay to Step In" button, which should have become available, has still not appeared.
I cannot purchase my own label because that would contradict eBay's return decision and could jeopardize my reimbursement.
The return deadline continues to get closer even though I have been prevented from completing the return through no fault of my own.
After I started having this issue, I reviewed the seller's recent negative feedback. I found multiple buyers reporting experiences that are very similar to mine, including:
Sellers claiming a return label was sent when buyers never received one.
Sellers refusing to provide a return shipping label after a return was approved.
Items that were significantly different from the listing or described as counterfeit or low quality.
Listings stating the item shipped from California when buyers reported it actually originated in China.
Sellers stopping communication once a problem was reported.
One feedback comment even states: "They also did not provide a return shipping label for this purchase and I basically got stuck keeping this." Another says: "The email said they sent a return label which I have not received."
These comments made me realize that my situation may not be an isolated incident.
I also attempted to resolve this through the eBay Assistant. However, because the seller indicated that a label was supposedly sent, the Assistant only tells me to check for the label and does not provide any way to escalate the case despite the fact that no label exists.
In addition, I have been unable to receive callback phone calls from eBay. Although support indicates they have attempted to call me, my phone never rings, leaving me unable to resolve this issue by telephone.
At this point, I have done everything required of me as the buyer. I am being prevented from returning the item because the seller has not fulfilled their obligation to provide the return shipping label, while the system also prevents me from asking eBay to step in.
I respectfully request that eBay manually review this case, verify that no return shipping label has actually been provided, confirm that the seller is responsible for return shipping, protect my buyer rights, and ensure that I receive my refund without being penalized because of a system or process failure that is outside of my control.
mudshark61369
Mentor1 month ago · Edited@jerre1914 ,
We are not ebay employees and cannot review your case. If you have not received phone calls from ebay customer service, have you changed your phone number since you registered your account? If you did, you need to add the new number to your account information.
Did you open the return dispute you opened to see if a link to a shipping label or a QR code was posted there? If not do that now.
If there is not a link or code there, you may want to try reporting the seller using the link below.
https://www.ebay.com/help/buying/resolving-issues-sellers/resolving-issues-sellers?id=4011
Use the blue report seller button fill in the info look to see if there's a policy you can select for filing the report or use Other. When you get to the text box explain that you opened a return, but the seller says they sent a return label when they have not, and now they say I have to pay for the return shipping label. Give them the dispute/case number, and ask them to review the case and the messages between you and the seller. Also to check the seller's profile to see that they have done this to other buyers. That should be enough for them investigate and to close the dispute in your favor and issue a refund.
In the future check each seller's feedback profile before buying from one, especially if their percentage is lower than 99% had you done that before buying from that seller you might have avoided this issue.
jerre1914
OP1 month agono phone number change i just get an error that says technical difficulties try again and i cant even get past this error. i have tried it for days
eburtonlab
Mentor1 month ago@jerre1914
If you are unable to get a call back, try contacting eBay via social media direct message:
https://www.instagram.com/ebay/