Details on how to escalate your case

[tvr-guy]

I started a complaint, seller never responded, then I get an email from ebay (after I replied to ebay's email three times, ebay simply ignored my replies) inviting me to escalate my case:

1.       Follow the Case Details link below
2.        Click "Respond to Case"
3.        Select "Escalate this case" to eBay Customer Support
4.        Click "Submit" after providing additional details you'd like to share about your case

Problem is, when I do #1, I don't see "Respond to Case" option. There is only

• Send a message to the seller
• Close this request
  If you're satisfied with the seller's reply, or if you received your item, you can close the request
• Ask us to step in and help

What am I do do? I don't want to do the wrong thing and accidently close the case. The seller has disappeared.

[castlemagicmemories]

Ask us to step in and help is escalating the case.  You can only escalate the case when a certain amount of time has passed, I believe it is three days.  The option won't be there until the time has elapsed.

There should be a date in your case that will tell you when you can escalate the case, ask them to step in and help.

[tvr-guy]

Selecting  "ask them to step in and help" worked. Ebay's instructions don't match what the actual procedure is. Thanks.

[castlemagicmemories]

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wrote:

Selecting  "ask them to step in and help" worked. Ebay's instructions don't match what the actual procedure is. Thanks.

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Great!  Glad you got it taken care of.  Sorry that was confusing.  

[mudshark61369]

@tvr-guy,

Lots of things about eBay policy are confusticating.  I you run into other problems come back here, were those of us who speakebayese can give you advice.