Why won't the ask eBay to step in button not working?

[marmarisli]

I have an item that I bought and not working, and seller is saying they dont have return label, and item was free shipping/returns. I am trying to ask ebay to step in but when I click on the button, it shows return page with shipment details without prepaid label. I dont want to pay for return shipping since it is a $10 item, and dont know if I can get the money back for shipping if I pick my own return service. Why this button is not working so ebay can decide or tell me what to do?

[mtgraves7984]

How long ago did you open the Return request? The seller has some time to respond and the response will trigger a label or a refund. Keep an eye on the case timeline and ask eBay to step in when it allows, if you still have no response by then.

[rcaspindle-4]

I had a problem like this when I was selling on eBay, a buyer requested a return, wanted me to send a return label (but I had no printer to print one) so I contacted eBay (by phone) back then you could do that, and I let them know about the buyer's return request and that I could not send a return label due to not having a functional printer, and eBay sent a return label for me. You could try that and see if that works - it worked for me.

[marmarisli]

Like a week ago maybe more, it is out of their respond time and they are not responding, they just placed their address on request.

[marmarisli]

Ebay has no phone number at the moment as far as I see...

[fab_finds4u]

What was the item and what category was it listed in?  

What date was the end of auction and what date was it delivered?

[kensgiftshop]

@marmarisli 

Is the seller from China?

If so, you won't get any help from the seller.

You can request to have CS call you back at the address below.
https://www.ebay.com/help/contact_us?id=4002&st=10