Can't ask eBay to step in even after 5 days?

[lucaacc]

Hi, I opened a return request:

Reason for return: Arrived damaged

Comments: I want a refund.

I have a full unboxing video and the seller and I don't want to ship it back, because it's all destroyed because of a weak packaging.

5 days have passed and I don't have the button to contact eBay to step in, I see: your request will stay open until Feb 22, 2022.

Does that mean eBay will step in after the Feb 22? Why so long?

[ferncliff-39]

@lucaacc 

No, that's not what it means - it means the case will close on Feb 22 if there's no action.

You're in Italy (?), where is your seller located?

If they already agreed not to ship it back they only have to click a button in the Return case to refund without a return - is that what you're waiting to happen? The seller has 3 Business days, not calendar days, to respond.

If it's longer than that the option to "ask eBay" should be there.

Also...this is the U.S. site - ebay.com - is this the site of your return case, not ebay.it

[lucaacc]

@ferncliff-39 

Thank you so much for the reply! Yes I'm in Italy and the seller is from NY. 

Last seller message was he wants to make his customers happy and to wait eBay to step in. Before that he said it's my responsibility with the Post Office if the item got damaged. 

So is he trying to make me wait until 22 Feb so the Return case closes?

Can you please tell me what to do? I see no button where I can ask eBay to step in

[ferncliff-39]

@lucaacc 

It's the seller's responsibility if the item doesn't deliver to you intact, you do not have to file postal claims, you have eBay Money Back Guarantee. But you should hold on to everything, the packaging and contents, and cooperate with the seller if they open a shipping claim with the carrier. The carrier will usually want to inspect the damage.

You do not want to wait until Feb 22 - eBay will close the case without refunding you if that happens, it must be resolved before that date.

What date did you open the return case?

See if if the 'ask eBay' option is available here -

https://www.ebay.com/help/buying/returns-refunds/ask-ebay-to-step-in?id=4701

[lucaacc]

@ferncliff-39 Thanks again, I'll accept your messages as soluction!

I opened the link, I see the item which I opened the return, on Jan 15.

On the right I see a button ''see details'' 

I click on it and see: We'll email you when the seller responds to your return request.If you and your seller need more time to work things out, your request will stay open until Feb 22, 2022.

I updated some pics, and that's all I see... 

Like I said I messaged the seller and he doesn't want to pay for a return label of a damaged item. Last message he sent me was he wants to make his customers happy and to wait eBay to step in.

Did I do something wrong? On the help I read buyers are able to ask eBay to step in after 3 days, why I don't?

[ferncliff-39 · Accepted solution]

@lucaacc 

You need to wait another day or two - you opened it on Jan 15 which was Saturday - BUSINESS days don't include weekends or holidays. Monday was holiday here in the U.S.

So the seller's "3 business days" are not up yet, they still have time.

I would say by Friday you should see that option.

[lucaacc]

@ferncliff-39 

Thank you so so much! I didn't know monday there was holiday! My bad.

Have a great day, and thanks again:)

[ferncliff-39]

@lucaacc 

No problem - post back here again if you need more help later.

Have a good day!

[lucaacc]

@ferncliff-39 

hello again, sorry I message you. I've been waiting everyday to see the button ''ask eBay to step in'' and the seller told me to wait around the 22th so eBay would have helped me.

Now I see this message:

Jan 24

The seller declined the return request

Jan 15

Return started

Reason for return

Arrived damaged

Details

I want a refund.

Dec 13

Item purchased

I chat with eBay and they told me my item isn't covered by Money Back Guarantee, even if the last week they told me it was covered, on chat and on Instagram too.

I feel so bad especially if I have the full unboxing video and the seller shipped the blisters with no solid protection.

There is nothing I can do now? Why I could not have seen the button to ask eBay to step in? I'm so confused that cleary I won't buy on eBay anymore.

[ferncliff-39]

@lucaacc 

It doesn't make sense it's now declined.

You need to ask eBay Support to review it again, best option now is to go through their social media team as they are most experienced.

Only use the Private DM or PM Messaging - do not post your account info publicly.
Give them your User ID, your real name/address, the email attached to your account, Item #, Case #, and explain the issue in detail.
They usually respond in a day or two.

https://www.facebook.com/eBayForBusiness/
http://Facebook.com/eBay
http://Twitter.com/AskeBay

[lucaacc]

@ferncliff-39 

Thank you again so much! I messaged eBay on Instagram because that's the only Social I have. She said it shows I opened the return too late (which I opened it the next day I received it) And she added a note to my issue and gave me a link to contact the refund team.

It's kind of an agony... But I hope they can see I did everything on time!

Have a great day ferncliff, thanks for helping me!

[ferncliff-39]

@lucaacc 

Did the seller ship directly to you in Italy, or did you use a reshipper or freight forwarder from the U.S. to Italy?

The 30 day return clock starts when the seller delivers to the shipping address attached to the order payment.