Asking eBay to step in isn’t appearing, and the email doesn’t state a starting date

[sajohn1543]

I recently purchased an item that turned out to be faulty. The seller waited until the day I could ask eBay to step in and launched a return, but while I am entitled to a paid return label as per the Money Back Guarantee, which eBay representatives have helped me with before, they have just sent me an address. I have tried to contact them, but I am not confident that I will get a response. I cannot see any way to contact eBay, and the email that I have received from eBay does not contain a date whereby I could contact them. There seems to have been an error as it’s written as “If you don’t hear back from the seller, we’re available to step in and help beginning .” No date is provided and I cannot contact a representative as live support is currently unavailable. I am afraid that time is going to run out and I either won’t get my refund, or will be forced to pay high shipping fees. I just want to send the item back. What can I do?

[soh.maryl]

eBay gives buyers 30 days after receipt to open an item not as described case.

It's  FIRM 30 days.  You can open a case with Paypal if that's how you paid.

Or do a chargeback on your credit card.

Don't understand the part about seller waiting until the day eBay could step in and launched a return.

It seems more like the buyer waited too long to launch a return per your message.  

[sajohn1543]

It has not been 30 days since I received the item. It has been 6 days. When you start a return case, eBay will send you an email saying that, if you and the seller have not reached an agreement by a certain date, you can ask eBay to step in and help you to resolve the issue. The order arrived on the 9th August. eBay said that they would be able to step in today. However, the seller has accepted the return and claimed that they sent a paid return label. They did not. Because they have selected that they sent a return label, it has removed the option to get in touch with eBay despite the fact that 30 days have not yet lapsed.

[lakefor94 · Accepted solution]

If seller does not send a return label within 3 days and the "Ask eBay To Step In" option is not available, you will have to contact eBay.  Just contact eBay thru Facebook. https://www.facebook.com/eBayForBusiness/
Using the instant messaging and explain that the seller has not provided a return label. 

You can also go thru the Help and Contact option you can find if you scroll all the way to the bottom of this page.

[wastingtime101]

Was your purchase made on .com or .co.uk @sajohn1543 ?

This is the .com discussion forum. If your purchase was made on .co.uk then you should ask this on community.ebay.co.uk since there can be variations in policy between the two sites.

I suggest connecting with eBay customer service on this to see if there was an error, if you have MBG coverage, or if there's another kind of issue. If you can't get through to a rep with chat or call back due to off hours, you can send eBay a DM through Facebook or Twitter to ask for help.

[wastingtime101]

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@sajohn1543 wrote:

However, the seller has accepted the return and claimed that they sent a paid return label. They did not. Because they have selected that they sent a return label, it has removed the option to get in touch with eBay despite the fact that 30 days have not yet lapsed.

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I didn't see this earlier. Yeah, you definitely need to contact customer service so they can review and escalate this.

[robbie31415]

eBays website needs some work with asking to step in after a return has been accepted by the seller.

You just need to contact CS let them know you never got a label, and ask them to step in.

That should put the case on a 5 day hold where seller has to provide a label. If a label isn't provided in those 5 days, eBay will refund without requiring return.