Cannot complete a return/refund request

[gard72]

I'm trying to request a refund/return thru the Ebay process but cannot complete it because the finalize button is grayed out.

I suspect it's because the order shows the item as 'not delivered yet' but I have indeed received the item and have determined it to be defective.

Any suggestions on where to go from here?

[inceptions]

Did you attach photos? That is the usual reason for not being able to complete the return.

[gard72]

Yes, I attached 1 photo, but the confirm button remained grayed out.

[inceptions]

If you are within 30 days of the estimated delivery date shown in your Purchase History,  you might try again using another browser. If it still doesn't work, at the link below, you can request a call back from eBay by clicking Have us call you on the left side of the page. If you don't see that option, click Chat with our automated assistant. Then type "agent" at the bottom in the chat box. You'll see an option to request a call back there.

https://www.ebay.com/help/contact_us?id=4002&st=10