How do I get ebay to step in and help?

[yfastud]

Hi, I've got a defective item and seller offered to send a replacement but I never received it and now the seller didn't even reply to my last 3 or 4 messages that I sent to him. Furthermore, I'm not able to find the button or link to ask EBay to step in and help me to resolve my issue. What should I do? Please, help. Thank you.

[green-night]

Did you open a return through ebay?    Or did you just agree to a replacement from the seller through messages ?   How long has it been since you received the defective item?

[ed8108]

You can telephone ebay customer service and speak with a rep.

If you have run out of time to file a not as described case with ebay, you can file a case with PayPal.

[disneyshopper]

Once you open a case, the seller has 3 full business days to respond. If no response, or you cannot come to an agreement, on the fourth day, a link will appear to Ask ebay to step in. You click that link to get your money back. If you do nothing, the case closes after 30 days of opening because ebay thinks you and the seller have come to an agreement.

[yfastud]

Thank you, all. I don't know if I can accept all 3 as accepted solution because each one did give me a good advice.  I think I need to call EBay because the seller tricked me to communicate through messages to pass the official time that I can file the return so all I have now are just the EBay messages and it's already couple months. I will also try to file through PayPal as well. Wish me luck. Again, thank you, all.