HELP! Case “On Hold” but no supporting documentation email received

[andbec_spirgwdks]

I recently received an item that was damaged in shipping so I opened a return request under the 30-day guarantee policy. The seller opened a case, hoping to get a rep from eBay involved to help out with UPS (who, for their part, has been unresponsive).

My case was placed on hold in order to give me time to provide supporting documentation, and an email was supposedly sent to me, to which I can reply with said documentation. However, such an email was never received - not in my inbox, not in my junk mail, not at an alternate email address, not anywhere. I’m not able to directly attach photos on the page for the case summary. (The lack of this functionality is, frankly, ridiculous, but that’s another matter.) I attached plenty of photos on the return request but they don’t appear on the case so I’m not sure if whoever adjudicates the case would even see them.

Who do I get help from in resolving this? I’ve been dealing with this for weeks and there are thousands of dollars riding on this, so I’m getting fed up.

[myhomeschooldelights]

@andbec_spirgwdks 

When you say your seller opened a case, what do you mean?  Do mean the seller escalated the case you opened already, asking eBay to step in?  Or the seller opened a case with UPS?  There would be no reason I can think of for the seller to also open a case on eBay when you had already done that.  Did you check your eBay messages for that communication from eBay that you can't find?  I don't see that specifically in your list in your second paragraph.  Any notification from eBay can be found in your messages in your My Ebay.  You should also be able to attach photos to a reply within that messaging system.  I do not know why you can't see the photos you already attached in the return case details itself.

What I would do is contact eBay through social media about this if you cannot find the promised message from eBay requesting the documentation.  They are pretty helpful, although much slower than they used to be.  Be sure to send a private message, don't just post on the FB page itself.   https://www.facebook.com/eBayForBusiness

[andbec_spirgwdks]

I opened a return request, the seller asked eBay to step in, thereby creating a case (which is evidently distinct from, but related to, the return request; the photos I attached to the return request are still accessible to whoever looks at the case, as confirmed by an eBay customer service rep). The seller had also already separately opened a claim with UPS at that point.

I checked my eBay message inbox and didn't find the message I had been looking for.

I had a phone call with an eBay rep who told me that the text I was seeing was meant for the seller (i.e. eBay was putting the case on hold to give the seller time to sort things out with UPS, and attach documentation evidencing that). At this point I think I'm just waiting for shipping/return details from the seller, who is waiting for UPS to schedule a claims inspection at my location. UPS seems to be giving the seller the runaround, though.

[myhomeschooldelights]

@andbec_spirgwdks 

Thanks for clarifying - sounds to me like you've done everything you can and I suspect that your conclusion is correct that the seller is waiting on UPS so that you can then be provided with the info you need for documentation for eBay.  It would be nice if the eBay communication showed up in your messages, so that's a bit weird, but at any rate your patience will probably pay off.  Hope it all works out well for you.