Return stuck due to system UK

[ione_alm]

I bought a dress described new that arrived with stains and bits missing. I requested a return and the seller sent me an Evri label I dropped off May 28th, and which was updated as collected 30th. 

There is no update in the ebay system and no way for me to put in the courier or tracking number. I opened a request with Evri to ask for an update but so far silence. The seller was horrible and hateful, they abused me in messages repeatedly and wrote to me just to abuse me, and for all i know they might've refused the delivery. Who can tell, without tracking updates.

My problem is that the system didn't update, there's no option to update it manually, I can't contact ebay because all the links lead back to my "Take action", and THERE IS NO ACTION to take. I have until June 13th to "send the product" according to ebay auto messaging.

How do I ask ebay to step in or update the system?

I'm afraid that if I wait I just lose the money and the product.

[stuff4divas]

@ione_alm  isn't there an 'ask ebay to step in' button located on the return case?

[ione_alm]

That's the tragedy, that there's no button anywhere. It keeps routing me between "your return is open", "please return the product", and "take action". I went through all the menus several times over and there is no way to contact anyone or even leave comments in the case itself.

[stuff4divas · Accepted solution]

@ione_alm  since u r outside of the US, the best way to contact eBay would be thru their social media sites>

https://Facebook.com/ebay

 
AND-OR 

https://Twitter.com/askebay

Great customer service on both

Also, see if the tracking number u have comes up from these int'l tracking links>

https://www.trackmyshipment.co/shipment-tracking

and-or

https://parcelsapp.com/en

And u should report the seller for the abuse u've rec'd from this ebay link>

https://www.ebay.com/help/action?topicid=4022

[ione_alm]

Aww, thank you so much! ❤️ I'll look into all these options!

[ione_alm]

Okay, it turns out I may need a bit more help and this time might be because I'm dense. When I looked in the Evri site, there were the 2 statuses "dropped off" and "collected".

Now in the parcelsapp site, the status is much expanded: 

(28th) waiting for your parcel

(29th) we collected your parcel

(29th) sorted at sender depot

(29th) parcel at delivery depot, we'll let you know when it's out for delivery

(30th) parcel will be delivered to your chosen parcel shop/locker today, we'll let you know when it's ready to collect

(30th) parcel at chosen Parcel shop ready for collection

(30th) parcel collected

This short timeline does correspond to the delivery being in the same city.

Is it just me or the seller actually already got the thing and it's just me not knowing that the status collected means collected by recipient? 

I was expecting the Evri website to say something pertinent like delivered or completed rather than collected. I thought collected means collected by Evri.

[stuff4divas]

@ione_alm  i've never heard of evri, but i found the below statement from this link > https://international.evri.com/help-centre/parcels/question/delivery/how-do-i-track-my-parcel

To track your parcel, you need to use your Evri order number. If you are unsure of your order number then please go to the "My Account area", log in and then click on the “My Orders” tab to find your HRM number. This number can also be found on your confirmation email.

And it DOES appear that the parcel was 'picked up' they use the term 'collected' we in the US use 'delivered'

Maybe the website will let you know the meaning of the terminologies

[ione_alm]

So I have the tracking number on the label and that's how I tracked it on Evri. I don't have an account because the seller sent the label. It just seems the website you provided gives a lot more info than Evri. 

The "collected" instead of delivered is nothing I've ever heard before and seems intended by Evri to confuse users. 

[stuff4divas]

@ione_alm  maybe if u open an Evri account, u can access more info

[ione_alm]

Evri sent an email that Patricia in the location is looking into where the package is and that was 2 days ago. Nothing since then. 

[ione_alm]

I contacted ebay through all channels, reported the seller, also nothing. I don't think either company works anymore.