Help Needed: International Return for Damaged iPhone 17 Pro Max – Seller [Removed by mod] (Order #03
Hello eBay Community and Mods,
I'm a long-time eBay buyer and need some guidance on an unfortunate situation.
I purchased an Apple iPhone 17 Pro Max UNLOCKED 256GB Cosmic Orange on December 25, 2025. The listing was listed as “BRAND NEW†and promised “SHIPS TODAY.â€
Unfortunately, the phone arrived in damaged condition (photos attached in my return request). I immediately opened a return case for “Item damaged.â€
Here’s where I need help:
I’m currently outside Australia (traveling/holiday) and cannot use the prepaid return label or the original shipping method.
I’m happy to return the item using FedEx or DHL at my own expense, but I’m not sure how to arrange this through eBay’s system while abroad.
I also kindly request if eBay can help expedite the refund process once the return is verified, as I was hoping to repurchase a working phone during my travels.
As a loyal eBay shopper, I didn’t expect this — especially for a high-value item listed as new.
Questions:
Has anyone been in a similar situation (international return from outside their home country)?
Can eBay provide a return label exception or allow an alternate carrier like FedEx?
Any advice on ensuring the refund is processed smoothly given the circumstances?
I’ve already contacted eBay Support but wanted to check here for community advice or if any eBay staff can assist.
Thank you in advance for your help.
Order #: 03-14025-04755
Item: Apple iPhone 17 Pro Max UNLOCKED 256GB Cosmic Orange
Purchase date: Dec 25, 2025
yo0339
·9 months agoThere's no need to apologize while a broad. It fine to return the item using FedEx or DHL at my own expense, with the caveats as mentioned.
Has eBay Support replied yet @ajsha9784 and hwat did they say?
And as all four responders have explained, you must enter your return tracking number into your return request. What this means is, you will not be able to enter your return tracking number into your return request.
You should return your item immediately using your chosen carrier to the same address as shown on the prepaid return label.
Then after it arrives back, the seller has 3 business days to refund, after which you can contact eBay with the Ask eBay to step in button that will appear at that point, and you can give eBay your return tracking number if the seller still has not yet refunded, so you can buy the item again during your trip.
simba6
·9 months agoThere is a return deadline. Don't let that pass by. Looks like you will have to pay the return yourself. Be sure to enter the tracking number.
12345jamesstamps
·9 months ago'currently outside Australia'...make sure you ship it as there are different regulations of shipping a phone from some countries.
'high value item'...might want a signature required depending on the value.
Refund will probably take quite a while...upon doing a return...eBay OK's it, seller OK's it...and so on...
You get 30 days to return it...might be better to do it when you return to Australia to use the free label...
I really don't see a refund in 30 days...
klhmdg
·9 months agoAll you can do is send it back on your $.
Use whatever carrier you like but you will not be refunded for this expense.
Make sure the tracking is updated in your claim.
Once the seller receives the item back you will be refunded.
kensgiftshop
·9 months agoIf you can't use the label Ebay provides, you can ship it back yourself.
You will have to get the tracking number updated in the case to show it's being returned.
If anything happens to the package on the way back, you'll be responsible.
Like if it gets lost, you don't get a refund.
As far as the refund, they won't expedite the refund.