"Ask Ebay to step in" not working

[sarahm2247]

I am trying to complete a return where the seller sent me the wrong item. It directs me to request a shipping label from the seller. I've done that, and the seller claims they sent me the label, but there is no label. I'm attempting to use the "ask Ebay to step in" function, but clicking that button just brings me back to the return details page, where there is still no label, and the request to have Ebay step in is not registering anywhere so far as I can tell. When I go back to attempt again to "take action", it still says that the next step is with me. What's so frustrating is I can find absolutely no channel to contact anyone at Ebay. I'm simply directed to various help articles which don't resolve the issue because there appears to be a bug, and nowhere to report it. What should I do?

[mtgraves7984]

What reason did you give as the reason for the Return? I would think that if the Return has been approved by the seller, then eBay would send you a return shipping label. 🤔 ... I sell here and I've never had to send a Return label to a buyer.

As to 'asking eBay to step in', there's a timeline. The seller has some time to approve a Return. You can't ask eBay to help until the seller lets that date go by.

I'm thinking maybe your Return hasn't been approved yet, or you've listed a remorse reason, maybe? Hmmm...

[santamonicajeweler · Accepted solution]

This is how to contact eBay

Open an eBay page 

Top left corner, click on 'help & contact'

Click on 'buying'

Bottom of the page, left side, Click on 'returns and refunds'

Click on top of the page 'return an item for a refund '

Go to bottom right of the page, in very small print click on ' have us call you'

eBay will call you in 2-9 minutes 

I think; this is a software issue. It's the best to contact eBay 

[kensgiftshop]

@sarahm2247 

How long has the case been open?

You can't ask Ebay to step in until the 4th day.

[bctk5292]

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@kensgiftshop wrote:

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@sarahm2247 wrote:

I am trying to complete a return where the seller sent me the wrong item.

It directs me to request a shipping label from the seller. I've done that, and the seller claims they sent me the label, but there is no label. 

I'm attempting to use the "ask Ebay to step in" function 

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You can't ask Ebay to step in until the 4th day.

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Sorry about that @sarahm2247 as we don't always know how eBay works.

After the seller accepts your return but tells eBay that they cannot provide a return label,

- eBay tells you to request a label from the seller, or purchase a label yourself,

- promising (lying) they will ask the seller to reimburse you for the label:

At this point, you can already ask eBay to step in immediately 

and not have to wait until the 4th day to ask eBay to step in.

[kensgiftshop]

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@bctk5292 wrote:

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@kensgiftshop wrote:

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@sarahm2247 wrote:

I am trying to complete a return where the seller sent me the wrong item.

It directs me to request a shipping label from the seller. I've done that, and the seller claims they sent me the label, but there is no label. 

I'm attempting to use the "ask Ebay to step in" function 

---

You can't ask Ebay to step in until the 4th day.

---

Sorry about that @sarahm2247 as we don't always know how eBay works.

After the seller accepts your return but tells eBay that they cannot provide a return label,

- eBay tells you to request a label from the seller, or purchase a label yourself,

- promising (lying) they will ask the seller to reimburse you for the label:

At this point, you can already ask eBay to step in immediately 

and not have to wait until the 4th day to ask eBay to step in.

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The seller has 3 days to accept the return and provide return shipping, that's why you can't ask Ebay to step in until the 4th day.

The seller might accept the return on the 1st day, but wait until the last minute to provide return shipping.