How I escalated my return to eBay

[henban89]

I bought a Wall scroll ship from China which did not match the quality in the listing. I requested a return, seller accept the return but did not offer a return shipping label yet according to eBay return policy seller is still responsible for the return shipping charge. I contacted the seller to ensure he acknowledge he will cover my return shipping but the seller claimed his policy buyer pay return shipping. It is obvious the seller knew the high cost of returning the goods which probably deter many buyers to do it. I know the seller is still responsible for return shipping in this case but the seller refuses to follow the return policy. What is the next step for me to take? I am hoping I won't have to result in an opening a dispute with my credit card to get my money back.

[wooden_flower]

If you selected does not match description in your return request, go to your request and click 'ask us to step in'.

If you have not opened a formal return request, go to your purchase history - select return this item.  Click see more under the reasons and select does not match the description, and follow the prompts.

The seller has 3 business days to send you a return label or a refund.  If he doesn't, or says he can not send a label, go to your case and click 'ask us to step in'.

Since he can't send a label, you'll need to ask eBay to step in - they will instruct the seller to send you the money to pay the return shipping.  Do not accept the promise of a reimbursement.

[henban89]

I am still waiting for the option to have eBay step in, I opened a return with the reason "Doesn't match description or photos" on Feb 26. As of March 3, it should have been 4 business days already yet I still don't see the option 'ask us to step in'. Only option I see in the return detail page was either 'contact seller', 'mark as shipped' or a link 'If you don't want to return it after all, close the return.'

[lady_madonna]

@henban89 

The 26th was a Saturday. Today was the 4th business day, so tomorrow you should be able to see the link for Ebay to step in to help you.

[wooden_flower]

If you don't see it today,ask customer service for assistance.  The option should have appeared yesterday - on business day 4.

To speak to customer service, use the link and instructions on this page to work through the automated assistant to get a call back -
 https://community.ebay.com/t5/Selling/How-do-I-contact-Customer-Support/m-p/32016431#M1783851

[henban89]

As of March 4, still no option to have eBay step in but I did manage to finally get a hold of customer service with the link you provided which guide me through the maze of reaching someone to help.

The seller is giving an ultimatum to provide me with a return shipping label by March 9, if the seller fails to provide a shipping label after that date, I can contact customer support to issue my refund without returning the product.