Attempting to return an item

[maf1799.jnsseadvh]

I recently ordered, and have received, a glass replacement for a car's sunroof. The item was paid for, shipped as promised, and arrived quickly. Unfortunately, it doesn't fit the vehicle so I need to return it.

The problem is that the item is not showing in my list of purchases, so I can't return something that the ebay site is telling me doesn't exist. Does this make any sense to anyone? I can easily stop payment and return the item, but it's very strange that my ebay account can't find it. Whenever I enter the order number, ebay tells me they have no record of such a transaction. 

Any thoughts or suggestions? Thanks.

[comics-scifi-collectibles · Accepted solution]

@maf1799.jnsseadvh   If you made the purchase using a guest account ( not logged in to your eBay account) it will not be in your purchase history.  Log out of your eBay account then request the guest account details.  Some members have found that using an incognito browser works best when printing the return label.  

To start a return request or report a problem with an item you bought as a guest, you'll need your order confirmation email. This is the email eBay sent at the time of your purchase with all your order details. The subject line starts with "Order Confirmed".

If you don't have that email, you can request another copy of the order confirmation email on this page ( Do NOT log in to your regular eBay account) :

https://www.ebay.com/help/buying/paying-items/buying-guest?id=4035&st=

Once you have the email, you can follow the process on the above page to talk to the seller.

You can also open a return request (to get a return label) OR report that the item has not arrived when it's at least one day past the last estimated delivery date.

1) Select View order details in your order confirmation email.

2) Select Return item OR report that the item has not arrived

3) Select your reason for the return if returning an item and select Next.

4) You can add a message to the seller and also upload up to 10 photos showing the item's condition if you are returning an item

Here's how to contact eBay customer service if you need help starting the refund request:

eBay agents are working from home so you have to request a call back or live chat.

1. CLICK THIS LINK:
https://www.ebay.com/help/eua?id=5275&mkevt=1&mkpid

2. Request a call back

3. Or you can also contact customer service by sending a PRIVATE message on social media. Customer service verifies your identity before responding.

https://twitter.com/askebay

https://www.facebook.com/ebay

[house*of*paws]

Hi @maf1799.jnsseadvh 

You may have purchased the item as a 'guest' ... meaning when you weren't signed into your eBay account.

If that's the case, you need to search for the confirmation email you received when you purchased the item.  That email will contain the instructions you need on how to return the item.