"Your case is on hold"

[catalogue.bay]

Hello,

I would appreciate very much any help, but what I'm really hoping for is respond from eBay Staff.

I received the item which is significantly not as described. I've sent 4 lengthy messages to the seller explaining to him in great detail all the multiple problems I have with his item. I requested a return and a full refund. Several days passed, no response from the seller. I didn't leave feedback. Then I opened a case, almost 2 full days ago. But  then a new problem occured, which has nothing to do with the seller, but with eBay.

In my "case details" I received the strangest notification:

- - - - - - - - - - - - - - - - - - - - - - - - - - - - - -

Your case is on hold

eBay Customer Support has placed the case on hold until Feb. 7 to allow time to provide additional documentation.

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

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 DIDN'T receive such an email! I checked my email which is registered with eBay dozen times. (And spam and trash too.) I checked my email which is registered with PayPal dozen times. (And spam and trash too.) I checked my private messages on eBay. I received NOTHING. Only the automatic message from almost two days ago that I have opened a case (requested from eBay "to step in"). That means I am unable to respond. Furthermore, there is no "additional documentation" to be provided, the item which I bought and want to return is a specific handmade piece of wood. Numeruous problems couldn't be explained through one message - because there is a limit (maximum of 2000 characters) in eBay private messages system - so I had to explain it to the seller in 4 parts (through 4 messages). All "further information" that I can give is copy-paste those same 4 messages. (I could also send photos, but the nature of the item and the issues I have is such that photos would not be very helpful and nesessary.)

Thank you in advance.

[dtexley3]

You'll most likely need to call CS.  These boards are mostly community members, there are a very few staff members but their ability to help is fairly limited.

@Anonymous 

[catalogue.bay]

Thanks! But I live in Europe and from my past experiences I know that such call would be very expensive for me. I won't do that. I'll do nothing. I already gave all relevant informations to the seller, and I know that eBay staff can see those private messages if they want. I expect that the case will be solved in my favour. If not, I can always leave negative feedback and see will that force the seller to finally move. And I can open a PayPal dispute. But I'll first see will eBay finally realize that they messed up something.

[Anonymous · Accepted solution]

---

@catalogue.bay wrote:

Hello,

I would appreciate very much any help, but what I'm really hoping for is respond from eBay Staff.

I received the item which is significantly not as described. I've sent 4 lengthy messages to the seller explaining to him in great detail all the multiple problems I have with his item. I requested a return and a full refund. Several days passed, no response from the seller. I didn't leave feedback. Then I opened a case, almost 2 full days ago. But  then a new problem occured, which has nothing to do with the seller, but with eBay.

In my "case details" I received the strangest notification:

- - - - - - - - - - - - - - - - - - - - - - - - - - - - - -

Your case is on hold

eBay Customer Support has placed the case on hold until Feb. 7 to allow time to provide additional documentation.

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

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 DIDN'T receive such an email! I checked my email which is registered with eBay dozen times. (And spam and trash too.) I checked my email which is registered with PayPal dozen times. (And spam and trash too.) I checked my private messages on eBay. I received NOTHING. Only the automatic message from almost two days ago that I have opened a case (requested from eBay "to step in"). That means I am unable to respond. Furthermore, there is no "additional documentation" to be provided, the item which I bought and want to return is a specific handmade piece of wood. Numeruous problems couldn't be explained through one message - because there is a limit (maximum of 2000 characters) in eBay private messages system - so I had to explain it to the seller in 4 parts (through 4 messages). All "further information" that I can give is copy-paste those same 4 messages. (I could also send photos, but the nature of the item and the issues I have is such that photos would not be very helpful and nesessary.)

Thank you in advance.

---

Hi @catalogue.bay, sorry for any confusion. It sounds like we are just waiting on the seller to provide you with a return shipping label or compensation to pay for return shipping and then we would need to see the return has been shipped back by yourself. If you don't get a label or return shipping compensation within the hold timeframe, then you will be provided with a full refund and no return will be expected. It looks like an email with more details was drafted but did not successfully send to you. I'll make sure you get a copy today.

[catalogue.bay]

You, Sir, are AWESOME.

[gashapongachapon]

I'm stuck in the same predicament. Ebay never emailed me but I see this message when I open my case page:

"eBay Customer Support has placed the case on hold until May. 29 to allow time to provide additional documentation.

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

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."

The seller has sent me a counterfeit game and I don't understand why it's taking so long for Ebay to return my money.  I would assume that in a case where the seller is dealing with forbidden items (counterfeit goods), it would have been an open and shut case.

Thanks

[ken.bos]

I had the same problem so I called Customer support. (Monday to Sunday 5:00 am to 10:00 pm PT ) The phone number may change so I am not typing it here.

My problem was I purchased an item (water ionizer) that arrived in a very beat up box. It appeared that the inner box which was wrapped in bubble was not damaged. I tried to use the item, the seller said they would pay for any cost to make it work. I had to buy new filters at $129, and some other things but the PH would not go higher than 8.5 and the unit was supposed to go to PH 12. I called the factory and they said the unit was supposed to have an annual "citrus clean" or it would scale up and need to be sent in to the factory, and that was the likely cause of the problem. I gave up and requested to return. I bubble wrapped the original item box put it into the second damaged box I received, put that into a third box, and took a picture. When the seller got it they claimed that it was not in the condition they sent it out as and started a case. I got the similar notification from ebay.

I explained the problem to CS and they said they could see the picture I sent and they would close the case in my favor.

I am stuck with $129 filters that I can't use however. Lesson learned. Don't buy something not completely working!

[athi5627]

I have also received the same message below:

eBay Customer Support has placed the case on hold until Dec. 12 to allow time to provide additional documentation.

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

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 in actual, i have not received any email communication from eBay team. I have already provided the details of item is not as described by the seller but still the case is on hold.

[stua.moor]

I have the same issue. But the seller has contacted me by ebay at the 11th hour. 1 day after the ebay emails says no return is expected.  He has found my private email somehow and has also emailed me a returns label. The case still says it is on hold. Should I send the item back? Is the genuine?

[germinusa]

Same story. I have to return a battery that was advertised as 25mm high but it was in fact 29mm high and therefore does not fit. I initiated a return and was provided a priority USPS return label which is useless because they won't ship a battery that way. Ground only. Many messages to the seller were met with unhelpful responses "USPS ships ground, too" completely missing the point that I need a new shipping label. After much time wasted, I decided to involve ebay CS. But now the case was put on hold and I also did not receive an email... What happened?

eBay Customer Support has placed the case on hold until May. 26 to allow time to provide additional documentation.

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

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.

Case ID :

5233837384

Return ID :

Seller ID :

zeee_official_store

Request reason :

Request for return

[fairyhouse123]

Same thing. Received counterfeit item. No email from ebay. 

What do I have to do?

eBay Customer Support has placed the case on hold until Oct. 19 to allow time to provide additional documentation.

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

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.

Case ID :

5249008211

Return ID :

5163031870

[alexanderaskiing]

Hello Trinton

lucky I see this page, I have the same issue, can you help me.I would appreciate very much any help,

I received the item which is working, the seller didn’t mention it is not working, he used wrong words to mislead buyers, I kept communicate with the seller, he insisted that he said the item is not working, which obviously is a lie, because title and the description are right on the item’s page, he didn’t  say it clearly and he refused refund , open the case. Couples of days ago,In my "case details" I received the strangest notification:

eBay Customer Support has placed the case on hold until Oct. 28 to allow time to provide additional documentation.

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

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.

Case details

Case ID :5249806497

Return ID :5163589129

Seller ID :pmacf22

Request reason :Request for return

But I DIDN'T receive such an email! I checked my email ,my eBay account a lot of times in different days, I received NOTHING.Furthermore, there is no "additional documentation" to be provided, besides the title and description about item, which obviously easy can see that.

Thank you in advance

[psf1234567890]

How long do you wait, keeping the case on hold, if there is no response from the seller?

[kadoes1236]

how do i cancel a case thats on hold me and they buyer figured it out

[sjang9]

"It looks like an email with more details was drafted but did not successfully send to you." this is a old response to the 2019 case.  Today, in Jul 2021,  I still ended in the same situation.  Ebay just put my case on case without send me any email about the details. That is a ridiculous system.