Can I request an eBay Moderator to help me?

[barely_tan_gerbil]

I have received a broken item.  I requested to return.  I thought under money back guarantee the seller through eBay provided a return label.

eBay showed me there would be a return label (see screenshot) but there was nothing there.

I asked eBay for help, hoping this would get the label to appear so I could print it per the instructions.

Instead, the request for help apparently triggered a case review and in minutes eBay sent me an email "decision" that stated I have to mail back this broken item on my dime??

What happened to the promised label, why is eBayMBG not kicking in as promised?

May I please get some help from a moderator with this?

Thank you.

 

 

 

[eastlaneave]

@barely_tan_gerbil 

A) Check to see if your label is here:

https://www.ebay.com/help/buying/returns-refunds/returning-item/return-shipping?id=4066#section1

B) Or try these steps

Here's how to print an eBay return shipping label:

1. Go to Purchase History   https://www.ebay.com/mye/myebay/purchase#PurchaseHistoryReturnsContainer?
2. Find the item under Returns and canceled orders.
3. Select View return details.
4. Choose Print label.

If you still don't see the return label, contact eBay on Facebook for assistance

- https://www.facebook.com/ebay

Just sent a private message to the page. Explain you need the return label.

[kathiec]

@barely_tan_gerbil 

The forums aren't moderated by eBay. They're run by a third party called Khoros. So there are no eBay moderators here. You should contact CS on social media.

https://www.facebook.com/eBay
Send message(blue message button)

https://x.com/askebay?lang=en
Use direct messaging

https://www.instagram.com/ebay
Send message(blue message button)

[barely_tan_gerbil]

Hello kathiec,

Thank you.  I didn't know.

Also although I don't have Instagram or Facebook accounts, I did send an email to eBay customer service.  The page there said they use AI to assist reviewing the emails, so I'm not sure what to expect from that.

Thank you again for the advice.

[barely_tan_gerbil]

Hello eastlaneave,

Thank you for replying and thank you for the helpful links.

I don't know if you can tell from my earlier screenshots, but I did check order details, purchase history, help and contact, resolution center open and closed cases, active returns, online customer service email us, to my eBay messages (thought maybe the seller would send the label there).

What I think may have happened, is when eBay initially showed me there would be a return label they provided, but was not, I used the "ask eBay for help" link to ask for them to email it to me or present it onsite where they said it would be, but wasn't, and could see that it still wasn't there- but instead of that happening, the system simply escalated my case to review.  which I thought didn't happen right on the same day I requested the return.

Shortly after my request turned into a case review from using the "ask eBay for help" link, an email was sent to me, telling me eBay had rendered a decision in my favor, and all I had to do was complete the return but the email also told me to pay for a label to complete the return and I may not be reimbursed for the cost of return.

As it arrived broken, I thought my eBay Money Back Guarantee is supposed to protect me against all financial loss in event of not receiving my item intact.  But it isn't doing that do far and I don't know how to unlock my protections.

[annadryl]

What reason did you pick in your return request case? SNAD cases generate return labels (seller pays), others don't (buyer gets label or pays).

[eastlaneave · Accepted solution]

@barely_tan_gerbil 

Yes, the Money Back Guarantee should protect you

1) Are you in the same country as the seller? (If you want to provide the eBay Item Number for the listing, I can look at it and provide some advice.)

2) What is the "reason" you chose for the return? "Arrived Damaged" or similar? (With some return reasons the seller isn't required to provide a return label, I want to be sure you chose correctly). Look at the case to see what it says.

3) Even when an item arrives broken the seller can require the item be returned (though it should be the seller's expense)

~~~~~~~~~~~~~~~~~~~

eBay doesn't have an incoming phone line for either buyers or sellers. But you can have eBay call YOU, here:
https://www.ebay.com/help/eua?id=5275&mkevt=1&mkpid

Your focus on the call is to explain you didn't get a label, if the rep says you did get a label, ask them where you would find it.

Let me know how that goes.

PS: Worst case scenario, I suggest you pay for the return label and then appeal to eBay you get the refund from the seller.

[barely_tan_gerbil]

Good morning eastlaneave,

Thank you for the helpful reply. 

Yes, I'm in the same country and same state as my seller is.

When I went to my purchases and selected "more actions" under the drop-down menu, the only option presented to me was to "Return this item", I was not presented any specific categories other than "tell us more about why you are returning", which is when I submitted my pictures of the broken off arms and packaging etc and reported it had arrived broken like that.  As I said, initially eBay did say there was a label provided (the return request was recognized as being a SNAD).

Where things went wrong regarding this return, I suspect, was when I followed eBay instructions to find the promised return label under my request,,, and it was not there,,, leading me to select the blue button on my screen to "ask eBay to help".  I'm quite certain it was this action I took (which I believed would allow me to ask eBay for the whereabouts of the absent return label) that somehow changed my return request into a case under review by eBay (escalated it), which rendered a decision that my return was somehow not a SNAD return, removing it from being under eBay Money Back Guarantee protection (part of which would be a return label provided by the seller or eBay). 

A lesson learned - do not push that button!  It derailed my SNAD return request.

Thankfully, this morning I received a favorable reply to the email I sent eBay customer service!!

It said:

eBay

Hello,

Greetings for the day!

Thank you for contacting eBay Customer Service regarding the item ----------. My name is -----, and I am happy to help you.

I am sorry to learn the item you received is damaged and you are unable to access the eBay label. You did the right thing by asking eBay to step in to resolve this issue for you.     I reviewed your concern and found out that the next best thing to do now is to return this item to your seller for a full refund as part of your eBay Money Back Guarantee protection.

For your satisfaction and to ensure you are not left out of pocket for the return costs, we're covering your return shipping costs by providing you a prepaid label  to return the item which you can download from below link.  It's important that you ship the item back in the next 7 business days so you can get a refund.

Link : (removed it here, but there was a blue link)

Once you have successfully printed the label, be sure to pack the item carefully and securely and to include all parts of the item. Most of the time, the tracking number will automatically be uploaded through our system which we can monitor to identify if the item has been delivered back.

However, if it won't be uploaded automatically, here are the steps which you can follow to manually add the tracking number:

1. Find the item you are returning under My eBay>>Purchase history

2. With the item located, select """"See return details""""

3. Click on the """"Mark as shipped"""" button which will lead you to """"Add tracking details"""" page

4. Add the tracking number and add the shipping carrier

5. Hit on the """"Mark as shipped"""" button once again to complete the process 

Also, please note that it usually takes 5 to 7 days from the day the item is shipped out to be delivered and we do not have a way of knowing the exact date when a return item will be delivered. Thus, to make sure that you will get your refund the soonest possible time, we humbly ask for your help in monitoring the progress of the return shipping using the return tracking number.     As soon as you get information that an attempt to deliver was made or the item has been delivered, please contact us so that we can work on the case and issue a refund to you.

To summarize, you can now return the item using the return shipping label we provided for a full refund.

It’s my pleasure assisting you today. Thank you for contacting eBay.

Kind regards,

(name)

eBay Customer Service  [THREAD ID: 1-69ILTK4P]

This is so awesome, eBay Money Back Guarantee works!!!

Thank you again, eastlaneave!!! Your encouragement to keep trying through eBay's customer support ended up solving my dilemma about the return label after all!

Grateful to you!

[eastlaneave]

@barely_tan_gerbil 

You're most welcome! I'm glad it was helpful. Come back anytime you have a question about eBay.