eBay Customer Service has placed the case on hold until Apr. 14 (Request for Return)

[tdot-_-shop]

Hi everyone

I bought an item from the seller that arrived damaged (severely dented) and missing parts.  I provided pictures of the item and informed the seller and he replied saying he would make a claim with UPS.   I replied to him that this is not a UPS problem.  The box he used to ship the item showed no signs of damage whatsoever and i didn't want to wait what could take a very long time for a claim to be processed.  I told him it's best I ship the item back to him first and let him process any claims with UPS during his own time.   I reminded him that the item did not arrive damaged by UPS.   It would certainly not explain the missing parts issue.

The seller did not reply so a couple days later I asked eBay to step in.

However, i received a message in the details of the case saying:

"eBay Customer Service has placed the case on hold until Apr. 14 to allow time to provide additional documentation.

If your issue is resolved, you can close the case without waiting for a response from Customer Service.

We have sent you an email requesting further information to allow us to investigate your claim. Please provide this information before to assist with the process."

But, i have not received ANY emails from eBay requesting further information.  I checked my spam box.  Nothing.

I have seen others have this issue before and it looks like some sort of eBay glitch which has been going on for a while.

Anyways, I am just looking to either receive a return label to ship it back or a full refund given.

I also had to pay a large customs/duties fee for the item so returning it back to the sender would make me eligible to claim that back as well.

Can anyone help here?  I haven't received any email from eBay and not sure what else they can wan't from me.  No label or shipping fee has been included and i have provided 10 pictures of the damage of the item.

Thanks

[outdatedrecreated · Accepted solution]

Its sounds to me that they are giving the seller the opportunity to respond to your case which is 100% normal. To double check, go to the resolution center, and then go to open cases. It should have a brief description of the case. If you see link that says "take action" then click it and follow the steps. If you do not see that, you should see something that says they are waiting for a response from the seller. If that is the case, there is noting you need to do. If the seller ignores it, the case will automatically close in your favor. Just make sure that you are providing any requested information to eBay if they are asking for it and you are covered. Once a case is opened, it can make things take longer and more difficult because of the way eBay handles it, not the seller. I do agree 100% that it is never the responsibility of the buyer to file insurance claims so you are following the process as it is set up.