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The seller didn't send the valid return label, can not ask ebay step in
This is my situation. After contacting the seller, he he let me return the item and accepted to refund. However, he just sent me his personal address instead of a valid return label so i can not return the item by them deadline set by eBay (Oct 4). I try to seek for help, but i can not find the button "Ask eBay step in and help" in the mobile app. So i contacted "Help and Contact" but eBay just let me chat with a automatic chatbot. The app also offered to help by calling me but i haven't received any call (i live in vietnam and use a vietnam's phone number).
- How to contact a human assistant or ask eBay to intervene?
- I also reported the seller as he didn't follow the eBay's policy. Will this report be considered by eBay? I wonder whether eBay will base on this report to deal with my case and refund. I reported on Oct 1. Will eBay deal with report before Oct 4 - the deadline to return the item?
Please help me. Thank you!
mr_lincoln
Mentor11 months agoHi @mcminhnguyen52
First: If all you did was work the return out via eBay Messaging with the Seller and NOT through an official eBay return claim you still have the option to file an official claim depending on the reason for the return and the Seller's return policy.
You are protected by the eBay Money Back Guarantee for 30 days from the date of receipt:: eBay Money Back Guarantee policy
Go to the item in your Purchase history and file a RETURN selecting the reason for the return. Some reasons will have eBay issue you a pre-paid return shipping label. If the Seller does not accept returns and your reason is a remorse one (changed your mind, etc) then you cannot return the item. If the reason is valid then eBay will issue you a pre-paid return shipping label regardless of the Seller's return policy. You return the item and the Seller will have 2 days to refund you. Failing that you go back to the claim and ask eBay to step in and force the refund. Doing this through eBay you do NOT have to be in contact with the Seller. They may try to talk you out of returning the item stating they will refund if you close the claim ... ignore them if they do that.
If after pursuing that you think you still need to speak to eBay then:
-You can request a call back from eBay during west coast business hours here: eBay Customer Service
-Contacting eBay via Social Media:
Contact customer service by sending a PRIVATE message on social media. Customer service verifies your identity before responding.
https://x.com/askebay
https://www.facebook.com/ebay
https://www.instagram.com/ebayforsellers/
mcminhnguyen52
OP11 months agoThanks. I need to clarify my case. I opened a return case through ebay and the seller agreed to return. Normally the seller will send me ebay's return label but the seller did not send it and ebay still recorded that the seller sent me the return label. I want to ask ebay to intervene but there is no "ask ebay step in and help" button, when I go to the support department, only the bot answers or choose ebay to call, but maybe I am Vietnamese, using a Vietnamese phone number so I did not receive any phone calls. I am frustrated because I am helpless.
mr_lincoln
Mentor11 months ago@mcminhnguyen52
Try the Social Media links in the previous thread I posted for you on options to get in contact with eBay.
I just now noticed you are based in Vietnam.
mcminhnguyen52
OP11 months agoThanks. I contacted and asked ebay to intervene via ebay messenger. However, I don't know how to receive ebay's processing results on ebay application, email or messenger. This is the first time I've encountered this.
mr_lincoln
Mentor11 months ago@mcminhnguyen52
I think the international purchase complicates the issue. My initial reply assumed a US Buyer. I don't sell internationally so am not as well versed on the processes involved.
mcminhnguyen52
OP11 months agoI would like to add information. I purchased and shipped within the US, not internationally. The seller only needed to send a valid return label from my US address to ship to the seller's address, but the seller did not send a return label (only their address). The seller's item did not match the description and did not work, so I had to return it.