"Ask eBay to step in" never appears as an option.

[woodjim]

I have initiated a return as a buyer of defective goods, and at two steps in the process now I have been fully justified in "Ask(ing) eBay to step in," but have never been able to complete that supposed option.  Instead I get stuck in a never-ending, circular click-through loop that never offers any direct, personalized help... only lots of articles to read.  It's maddening and does not inspire confidence in the eBay process to know that a buyer or seller can't get help from someone for a specific problem.

My current question is this:  The seller provided me with the image of a UPS label for the item's return. Image resolution was not very good and, in fact, the label as-printed would not scan at the UPS drop-off location. But the UPS folks hand-keyed-in the numbers and the return is now on its way.

However, when I got home to fill-in my confirmation of having sent the return back, I was asked for the tracking number.  But the only option listed for the return carrier was USPS.  In fact, the 'USPS' was itself grayed-out and the arrow beside it (to select another carrier) was grayed-out too and didn't work.  Sure could have used some help there for sure, but I went ahead anyway and entered the UPS tracking number under the 'USPS' carrier callout, and it was accepted.  My question now is, will this discrepancy cause trouble in my claim for a refund?

[kensgiftshop]

@woodjim 

How long has the case been open?

You should be able to ask Ebay to step in on the 4th day.

As far as the tracking, not sure if that'll mess anything up or not?

[monster-deals]

There isn't anything for ebay to step in about yet. 

[woodjim]

Right you are, monster-deals, but an analogy would be, "Don't carry a spare tire, you don't need it yet."

[woodjim]

Today's the 7th day.  Maybe someone forgot to start the timer.

[mtgraves7984 · Accepted solution]

@woodjim 

I think the same as the others... since the seller sent you a return label, there's nothing to ask eBay to 'step in' for yet... so far, the seller has done his/her part. The time to ask eBay to step in (in your instance) is if your refund is not processed in a timely manner following the item's receipt by the seller.

[monster-deals]

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@woodjim wrote:

Right you are, monster-deals, but an analogy would be, "Don't carry a spare tire, you don't need it yet."

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More like don't put your spare tire on before you need it.

[ma-647837]

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@woodjim wrote:

I went ahead anyway and entered the UPS tracking number under the 'USPS' carrier callout, and it was accepted. My question now is, will this discrepancy cause trouble in my claim for a refund?

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I think the same as the others... since the seller sent you a return label, there's nothing to ask eBay to 'step in' for yet... so far, the seller has done his/her part.

And you know the the seller has done his/her part because

1. the seller was supposed to upload the return tracking number along with the label

2. eBay has no idea what's the tracking number and is asking you for it

3. no tracking is showing for 7 days now.

But even though we don't know how eBay works, we know that eBay is a wonderful, magical place. So when the time comes to ask eBay to step in -- ignore that eBay doesn't know when to ask you you to ask eBay to step in since eBay is not tracking the return -- eBay will simply close the return without a refund because tracking does show delivered.

Your only hope if you subscribe to our misinformation is that the seller will voluntarily refund you when they get the item back ... knowing that they don't have to since tracking doesn't show anything was returned.

[house*of*paws]

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@woodjim wrote:

Right you are, monster-deals, but an analogy would be, "Don't carry a spare tire, you don't need it yet."

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@woodjim 

That's an incorrect analogy.  It's fine to carry a spare tire ... but you wouldn't use it until your current tire has a problem.

You would ask eBay to 'step in' only if tracking shows the package was delivered to the seller AND the seller didn't refund you within 3 days.  

[woodjim]

Well, the only option I have is to wait and see.  It was eBay that told me that the seller had sent me a label, which he had not.  When I reminded him, he put the label image file in his message back to me.  It was a very low-res .png, which didn't even scan at the UPS store, but they put the numbers in manually and it's in the system and on its way, though not delivered yet.

My spare tire analogy might not have been the best, but what I was trying to say is that there is seemingly no avenue for contacting a live person at eBay, whether there is a need yet or not.  If my refund never comes I'm faced with the same problem, and by then eBay will have closed the case.  You people on this forum comprise the only response I've ever received in the very few matters that have required either intervention or words of advice.

[wastingtime101]

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@woodjim wrote:

It was a very low-res .png, which didn't even scan at the UPS store, but they put the numbers in manually and it's in the system and on its way, though not delivered yet.

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This is the part I would be concerned about @woodjim. When it didn't scan I would have brought it back home and tried the seller first, but if unresponsive I would have advised going through eBay CS on Twitter or Facebook to address the label issue. It's concerning to me that the label isn't scannable because now you don't know if it will be scanned upon delivery. That will require the delivery driver to manually key in the tracking and you don't know if they'll do that.

Have there been any tracking scans outside of the original acceptance scan? Either way, the seller provided the label so the seller is responsible if it gets lost in transit. You will still be able to get a refund even if CS has to force it, but you may need to contact them on Twitter or Facebook so a human can escalate it and manually process it before a bot closes out the return.

I would give it a week to see what happens with tracking.

[woodjim]

Many thanks for that helpful advice, @wastingtime101.  Yes, there has been a scan at the primary UPS distribution center, but as a surface shipment, "It's on its way" is the only commitment UPS makes at the moment.  I will continue to check progress so that I can act within the window before eBay closes the case.

Your reference to contacting eBay through Facebook or Twitter does trouble me.  I don't "do" those Social Media platforms.  When I signed-up with eBay, in its infancy, my 'contract' with them, such as it is, did not demand or infer third-party communications channels.  In the past I would have said that eBay is sensitive to the needs and problems of their sellers and buyers, but without a direct line of communications by email through their Website, the company seems to have distanced itself from certain responsibilities.

[wastingtime101]

You're not required to go through social media CS channels. I suggested them because they're US-based and generally offer quicker more accurate resolution than overseas reps.

You can go through the eBay help pages for CS assistance @woodjim. Go to the bottom of this page and hit the Contact Us box. When the chat box pops up, scroll down until you get the option to chat with an agent.

Since it's a ground shipment give it some time - the delivery driver might key it in. But if they don't, you now know how to get ahold of CS for assistance. Let us know if you need any more help with this one, but you should be good to go from here.

[woodjim]

Will do.  Many thanks for your help.