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Seller says return label was sent, but I never received it — eBay support is not working
Summary: indab35 is experiencing issues with returning a laptop due to a missing prepaid return label. Although the listing indicates the seller pays for return shipping and the return page confirms a label was sent, indab35 has not received it and is not getting responses from the seller. Attempts to contact eBay support through AI chat and automated calls have been unsuccessful. lady_madonna suggested using the 'Ask eBay to step in' feature, but indab35 cannot find this option and seeks advice on reaching a human representative before the return deadline on October 5.
I opened a return for a laptop because it was larger and heavier than I expected. The listing says the seller pays return shipping, and my return page says the seller sent a label. But there is no label in my return details, eBay Messages, or email. I’ve contacted the seller several times and received no response. My deadline to ship it back is October 5.
I’ve also tried eBay’s support options. The AI chat gives me errors, and when I call, I only reach an automated system that doesn’t let me speak to an agent. None of the contact options I’ve tried have helped me resolve this. Frankly, eBay’s customer support has been terrible in this situation.
Has anyone dealt with this? How can I get the prepaid return label, or get someone at eBay to address the missing label before my shipping deadline?
lady_madonna
Mentor1 week agoAsk Ebay to step in to help you:
Find the item in your Purchases.
Select See return details
Select Ask eBay to step in and help.
Select a reason from the dropdown menu, then select Confirm.
indab35
OP1 week agoThanks for replying. I’ve looked everywhere for “Ask eBay to step in,” including on different computers and my phone, but it doesn’t appear. I’ve returned items before without issues; this is the first time. The seller hasn’t responded, and I still haven’t received the prepaid label, even though my return says it was sent. My shipping deadline is October 5. Is there a way to reach a human eBay representative instead of the AI chat or automated phone system?
indab35
OP1 week agoThanks for replying. I’ve looked everywhere for “Ask eBay to step in,” including on different computers and my phone, but it doesn’t appear. I’ve returned items before without issues; this is the first time. The seller hasn’t responded, and I still haven’t received the prepaid label, even though my return says it was sent. My shipping deadline is October 5. Is there a way to reach a human eBay representative instead of the AI chat or automated phone system?
lady_madonna
Mentor1 week agoHere's how to contact a general customer service agent:
https://www.ebay.com/help/contact?type=ContactUs&topicId=4000
2. Select a category that best matches your problem.
3. Answer the chat bots question by stating what you need help with. Be brief, don't go into details.
4.Type AGENT ( you may have repeat steps 3 and 4)
5. Request a call back or live chat. (Note that the contact options vary depending on the topic and staffing availability)
Monday to Sunday 5:00 am to 09:30 pm PST
OR Contact customer service on social media using a PRIVATE message>
https://www.instagram.com/ebay/
6-6 Pacific Time M-F