Affidavit and Declaration help

[miba8841]

I like an advice on a Smartphone order I placed on June 9/2022 for 1000+ from a U.S seller. Got the the shipment on June 20 via Canada Post Flex Delivery. I opened the package to discover the Smartphone inside was not only completely different than the one I ordered, but also broken, with a warped battery beside it. It felt like I got slapped in the face. I had diligently researched the seller's feedback and comments before purchase, and was very cautious as this was my first purchase on ebay through PayPal. The seller was not an individual but a vedor with with lots of phones for sell and in the market(ebay) for more than 5yrs. In hindsight, the customers comments seem to be misleading as the #of comments seem to possess the same unique vocabulary etc..I' immediately took pictures of the phone and packaging, and disclosed those to the seller, requesting an explanation by selecting 'contact the seller'. I also requested a return by selecting 'Item not as described'. Included pictures of item as well as the packaging it came in with. 24hrs later I got a reply from the seller insisting they sent the right item, and they didn't use Canada Post but FedEx 2day delivery. They also asked me "why are you doing this?" . I replied back immediately with the screensot of the tracking info. The item was shipped from Illinois U.S-to-Ontario via FedEx-->Pitney Bowes-->Canada Post. In the Same reply, I requested I want what I ordered, or a refund. I haven't heard anything in more than 24hrs from this seller. I am also in a panic over the realization; I have been had, and might lose the $1000 I saved up for a while to buy this thing. I have followed the instructions on ebay to the best I can. Today, the seller contacted ebay and asked them for a review of the case to make a final decision. Subsequently, I received two emails. First email: informs me that Customer Service has placed the case on hold until June 28, 2022.
Second email: requesting I fill out an affidavit; and it states in the email '
To allow us to proceed with your eBay Money Back Guarantee case, we need a signed declaration confirming what has happened....' the request also includes a place to put my signature and a link I can upload it to.

This was my first purchase on the platform, and my first dispute. I have no clue how to fill this form or the right way to go about it. Do I include other documentation with it, such as the communique between the seller and I and pictures etc..
Can someone please explain to me how to go about it step by step.

[comics-scifi-collectibles · Accepted solution]

@miba8841   If possible I would add pictures of the item along with the messages.  eBay can see the communications as long as they took place via eBay messages.  

Here's how to contact customer service.  I recommend social media as the agents are more experienced.  I have not heard of a return request requiring a signed affidavit, it  might be because of the item going through the global shipping program.  

1. Select the live chat or call back option on the left hand side of this page:
https://www.ebay.com/help/contact_us?id=4191&st=10

If you are using a cell phone turn off the spam filter or it may block the call back

If you are located outside of the US or Canada then you will need to use chat or social media.

2. Or you can also contact customer service by sending a private message on social media. You leave a message and an eBay employee will get back to you as soon as possible. To speed things up you can leave your registered account information in the PRIVATE message: Full name, address, phone number, email address, user ID, and a brief explanation of your problem.

twitter.com/askebay
facebook.com/eBay/

[comics-scifi-collectibles]

@miba8841   I forgot to add that if you do mail it back for a refund that you must use a tracked method that has signature required on delivery since the item is over $750

Then enter the tracking number into the return request.

[miba8841]

Thank you very much for your help. I Just got off the phone with them. After they verfied my identity; I was asked to briefly describe what transpired. I did, and was instructed to fill out my name, signature, and date on the form and upload it right away while I was on the phone with the agent. I did. After a brief waiting period, the agent informed me of the good news, that I will be getting my refund, and a confirmation email. Which occured while I am writing this. Amazing service and I am greatful to your advice and the agent's  courteous and prompt response. That being said, I'm done with ebay. It's been a very stressful endeavor (because it was a significant sum) from tracking the item to getting severely disappointed and then the dread of losing that amount of money and not getting the refund. I'm staying local from now on with merchants I can see eye to eye.

[comics-scifi-collectibles]

@miba8841   I am glad that you were quickly issued your refund.    eBay does have a good money back guarantee policy.