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What is the protocol for getting a seller to respond to a message regarding resolution to a defective item I purchased?
Summary: e_glaude shared their experience with a defective lawn mower deck belt purchased on eBay, noting it failed after an hour of use and expressing concern about belts drying out in warehouses. They contacted the seller for resolution but had not received a response and asked for advice on escalating the issue. rfmtm suggested opening a return request for an item not as described and advised involving eBay if there's no resolution by the fourth day.
I purchased a new lawn mower deck belt , ebay Order: 21-150089-61191, on 09/01/2026 and this past week, I used for new belt on my mower for about an hour total and it failed. This is not common for belts used on older mowers like mine is as they have tendency to dry out in warehouses because they are not ordered as often anymore for the inventory to be refreshed.
I have already tried contacting the seller on 09/17 in the morning and have not received a response yet. I just sent them a gentle reminder today that I am waiting for resolution before I escalate within ebay for corrective action to be taken. I really don't like leaving negative feedback since the quality of the product is not something they can control easily, and sometimes these belts do fail very quickly when the material is older.
Any suggestions on when how I need to escalate if there is no response after three days?
Thank you.
EG
comics-scifi-collectibles
Mentor3 weeks ago@e_glaude
The eBay Money Back Guarantee over rules the sellers return policy. You have 30 days from the date of delivery to file a not as described return request for most categories.
Here's what you need to do:
You should open a Return Request. Reason> Doesn't Match photos and description or defective.
Select the return item button on this page:
https://www.ebay.com/help/buying/returns-refunds/return-item-refund?id=4041&st=
4 business days after filing the return request if the seller has not provided a return shipping label or a full refund then ask eBay to step in and help:
https://www.ebay.com/help/buying/returns-refunds/ask-ebay-to-step-in?id=4701
Let me know if you need to return an item to another country as there are additional steps required. The seller pays return shipping for an item that is not as described no matter where they are located.
rfmtm
Mentor3 weeks agoOpen a Return Request for a Item Not as Described, defective. If no resolution by the fourth day go back and ask ebay to step in. Do not close or let the case expire without doing this.