How long should I wait to file a "return request" after first contact?

[warmsignal21]

Received my package yesterday, flattened. Item was shattered into pieces. First class package, so no insurance from seller.  I contacted them explaining and providing pictures, hoping to hear back within 24 hours, but nothing yet. I was hoping for at least some kind of acknowledgement.

Should I give it more time, or should I just go straight to return request for item arrived damaged?

[titipeo]

You have 30 days after item arrival. Go to your purchase, select the one in question, click return, and mark reason for return. A return label will be issued, you packaged item and send it.

[kensgiftshop]

@warmsignal21 

Do it now, no reason to wait.

Go to your purchase history and click return item and select, the item doesn't match the description as the reason.
The seller will have 3 days to accept the return and pay return shipping or refund without returning.
If they don't, return to the case on day 4 and ask Ebay to step in.

[popblox]

"Should I give it more time, or should I just go straight to return request for item arrived damaged?"

I understand what you mean, I also prefer to give sellers the benefit of the doubt and allow them time to resolve the issue before opening a return. I usually give them 24 hours on weekdays, but if I send the message on a weekend, I usually give them until Monday afternoon to respond.

[simba6]

You waited long enough.  File the case.

[lamber9347]

Sorry but you've waited enough time. You are not obligated to contact the seller first, although that's very kind of you to do so. Since seller isn't on top of their delivered items, and these days with our constant and instant communication that's a mystery, you've waited enough time. Go file your INAD case and follow the prompts to get a full refund. Ship it back exactly as it arrived using the same flattened package. You've done your part. Best of luck to you....

[pjcdn2005]

 I agree with popblox that it would be reasonable to wait until Monday afternoon since the parcel arrived on Saturday. Many sellers do not check for messages on the weekend.

[house*of*paws]

Hi @warmsignal21 

It's a holiday weekend.  Not all sellers are at their computers looking for messages.

That said, it's really not necessary to contact a seller before filing a return request ... as sellers no longer are penalized simply for having cases opened ... only if they don't take care of the matter before the buyer asks eBay to 'step in'.

A seller needs a case to be opened before they can provide you with a prepaid shipping label ... so things move more quickly if you file the case as soon as you notice the problem.

[wastingtime101]

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@house*of*paws wrote:

That said, it's really not necessary to contact a seller before filing a return request ... as sellers no longer are penalized simply for having cases opened ... only if they don't take care of the matter before the buyer asks eBay to 'step in'.

A seller needs a case to be opened before they can provide you with a prepaid shipping label ... so things move more quickly if you file the case as soon as you notice the problem.

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They won't get a defect, but their seller metrics will get hit and if they get up to a "very high" rate they will be subject to much higher fees.

It's also possible to provide a return label without a case being opened - it just won't be an eBay-generated label.

This is a situation where some sellers would refund without a return because the item is "shattered to pieces" and the buyer provided photographs.

Similar to what popblox said, I'd give the seller until EOD Monday (seller's time zone) to get back to me. If no reply then file the return Monday night. This week would be an exception. Since it is a holiday weekend, I would give the seller until Tuesday to reply.

[house*of*paws]

Thanks for the useful info @wastingtime101