Doing a return and keep getting "Something went wrong It's not you, it's us. Go back and try again"

[hulalazoo]

Hi eBay, please help! I am trying to initiate a return for an item (number 362471010368), and I keep getting this eBay error - here is what I am doing:

• I go to the order details for the item, click "Additional Actions" -> Return Item.
• I select "Doesn't work or defective" and press Next.
• I add comments and press "Confirm Return".
• The grey/blue circle then spins for 2 minutes, before I get the below screen.
• 

I have repeated this process for over 30 minutes, with no luck.

I have tried two different browsers with no luck.

Please help! Thanks!

[hulalazoo]

Hi, the problem still exists. Please can someone look into this soonest. Thank you.

[berserkerplanet]

eBay is not here or reading your request. This forum is just other eBay users.

No idea what might be causing that. I've only ever opened a couple of returns, and they worked fine.

You probably need to call eBay customer service, and they may be able to tell you what is wrong, and/or open the return over the phone.

[hulalazoo · Accepted solution]

Thanks. I gave up trying after it would not work on 3 different PC's - I then called eBay and the voice prompt system did the return for me - good to know I can use that as a backup plan.

Interesting to hear that eBay does not monitor these posts, as the board has the following "About this Board" statement at the top of the page:

"When you experience a technical issue on eBay, we want to know. This board is monitored by staff and experts from the Community."

[berserkerplanet]

Glad the phone option got the job done.

Yes, the board does say that, but in years of reading this board (and most of the other boards), have almost never observed an eBay person just jump in and respond (probably less than once in 500 posts) unless summoned.

Nothing to prove eBay doesn't read some or all of what's here and possibly act on it behind the scenes, but also nothing to indicate they do.

Doubt that the board byline will ever be changed to "post here and hope another user can help - we aren't listening" which is more accurate, because PR.

They are utilizing a triage model where experienced posters filter out the noise, issues that are not technical issues ("the sold items page should have picture of a kitty on it"), user errors ("the shipping calculator is broken - buyer paid $1.20 but label flow charged me $2.66"), known browser issues, things that are easily found in literally 15 seconds by typing 4 words in a google search, etc, and then kick legitimate issues upstream via a summons.

(In a way I'm torn on helping as it reinforces and encourages that support model - the more I help, the less eBay does.).