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Seller refuse to issue a return label.
Hi , I'm trying to return a product which was sold with false details - the description is incorrect, and when I got the package I found a manual packed inside which gave the correct instruction, but if this was properly labeled on the product page , I would never order it, because it is not what I was looking for.
I asked to have it returned (the seller has put that they accept returns on product page) , but they were ignoring the request first and offered me some 20% back so I don't return the product. Now they accepted the request but ask me to pay for the return - because as they said they don't provide return labels.
According the German law they re required to provide a return label to me for free because the product is not as described.
The ebay support got me stuck with the bot which only gets in an endless loop and nothing more - no help, as well I didn't found a way how to engage ebay on this matter..
any help/ suggestions?
Thanks
yoshevski
OP6 months agoI know, but apparently this is not working if the seller accept the return request and refuse to provide a return label, instead they ask to do a shady agreement on PayPal, and to be funnier eBay support sided with them - by default breaking the eBay policy and buyer protection.
jacbarcollectibles
Mentor6 months agoWhere is the seller located? Sellers cannot provide shipping labels to an International buyer since they can only purchase a shipping label in their country. They must send you the money so you can purchase the label by using either PayPal or another type of electronic payment method so this may be a perfectly normal request and not a shady request.
eburtonlab
Mentor6 months ago@yoshevski
If you had the item shipped directly to you and you started a "not as described" case within thirty days of receiving the item and the seller is not cooperating by providing the funds to ship the package back internationally, the option to ask eBay to step in should appear after three business days for up to twenty-one business days from starting the case.
Check the status of your case and see if you can ask eBay to step in here:
https://www.ebay.com/help/buying/default/ask-ebay-to-step-in?id=4701
yoshevski
OP6 months agoHi @eburtonlab , thanks for the answer, the problem is that this "ask ebay to step in" is not visible / working at all. There is probably some tech error or something, but if the seller click on accept return, but refuse to provide a label, beside that they are required to (as you have stated) , and instead they just provide their address.. then this option doesn't appear anywhere and eBay's bot get in an endless loop, even it becomes agressive like: I already told you the seller has accepted your return - and it won't even accept any other info, nor it gives the conversation to a human - which seems as a very lame customer service.
eburtonlab
Mentor6 months agothe problem is that this "ask ebay to step in" is not visible
Are you certain you are within the three to twenty-one business day window after opening the appropriate case, and that the case was opened within thirty days of directly receiving the item and tracking showing delivery?
For help in Germany, use the Help & Contact link on ebay.de and see if you can request a call back.
If you are unable to get a call back, try contacting eBay via social media direct message:
https://x.com/askebay
https://www.facebook.com/ebay
https://www.instagram.com/ebayforsellers/
yoshevski
OP6 months agoYes, the case is opened 1 day after receiving the product, and today is the fifth day since the return request was requested.
eburtonlab
Mentor6 months agoYou should be able to ask eBay to step in after three business days.
If you started your case on ebay.com, try this link:
https://www.ebay.com/help/buying/default/ask-ebay-to-step-in?id=4701