Help! Can't find the link asking eBay to "step in" for a dishonest seller.

[shiftyparadigm]

Contacted this seller (with good feedback!) after the expected date because there was still no tracking info for order. He apologized for a crazy schedule due to an in-law with cancer. He assured me the Xbox was packaged & label ready to drop at USPS; said he would mail it upon returning home in a few days. After nearly 2 weeks, still no tracking and has stopped replying to my messages. Need to ask eBay to remediate now.

I can't find the place to do so.  The "Help" (?? LOL) page  says to:

How to ask us to step in

1. Find the item in your Purchases.
2. Select See request details (if your item didn't arrive) or See return details (if you're trying to return an item).
3. Select Ask eBay to step in and help.
4. Select a reason from the dropdown menu, then select Confirm.

but this DOESN'T EXIST. Help!   PayPal charged my credit already for this (and... adding insult to injury) the Allstate Protection Plan I added to the order.   I'm getting really frustrated.  Help!

[shiftyparadigm]

I thought I found the right link but then received the message: Oops. We had a technical hiccup.
Arrgh!!!  I've been using eBay for MANY years but it's not worth it any more just to save a few bucks. 😞

[inceptions]

When it's past the estimated delivery date shown in your Purchase History, you have up to 30 days to use the option next to the transaction to open a refund request for an item not received. The seller will have 3 business days to prove delivery or refund. If he doesn't, go back to the case on day 4 and use the option to ask eBay to step in. They will force the refund.

(Sounds like you haven't opened the request and waited the 3 days which is why there is not option for eBay to step in yet.)

[shiftyparadigm]

I've been looking for that option but it's not there!  This is what I see.

[inceptions]

I'm going to ask a mentor,  @houseofpaws  , who is a buying expert to take a look at this to see if she can troubleshoot...

If she is not able to reply back within a few hours, then 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

[shiftyparadigm]

Thank you very much!  I remember seeing a "Have us call you" link somewhere once and have been going crazy trying to find it.

[eburtonlab]

I have seen some recent complaints about that "Technical hiccup" message, so it is possible that there is a problem with a particular link, or the feature itself.

Some other possible links to try to open an "item not received" case:

https://www.ebay.com/help/buying/returns-items-not-received-refunds-buyers/get-help-item-hasnt-arriv...

To ask eBay to "step in":

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

[eburtonlab]

Try using the eBay app, if possible, to start or continue the "item not received" case -- I seem to be able to get farther along in the process using the app than when using a desktop browser. Using a recent order, I get to a "Your item may still be on its way" message rather than the "Technical hiccup" message I get using a desktop browser.

[shiftyparadigm]

Thanks for the heads-up: the official eBay app let me get further.  I was, at least, able to start the 'Request a Refund' process.  It's annoying that it said this idiot still has 3 days to respond (after nearly a month) but at least it's a documented step toward resolution.