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

[srivastav-691]

I raised a return request a week ago, and haven't been able to work out return shipping with the seller.

Under return details on my purchase history page, there is no option to escalate it to eBay.

I have emailed them (not in a country that has phone / chat support), but shouldn't I be able to ask them to step in by now?

[daw365]

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@Anonymous wrote here:

Hi @daw365, the option to ask eBay to step in does become available after the 5 business days a buyer is provided to upload tracking information/work out return shipping with the seller. This is the same timeframe that is given to the seller once eBay is contacted (though I can confirm the resolution is likely going to be quicker if the buyer contacts Customer Service). Additionally, a seller is capable of providing a prepaid return label in many other countries or simply paying for the cost of the return, after which the buyer can upload the tracking information as is being requested.

[candd205]

I would wait a couple of days and then try again to see if there is the ask eBay to step in button, but don't wait longer than the wait time indicated in the return. You have to wait the correct amount of days, to the very hour. 

[srivastav-691]

Thank you, any idea why they said 'the resolution is likely going to be quicker if the buyer contacts Customer Service'?

Just wondering why that would be the case.

[no_zero369]

@srivastav-691 

Was this a purchase from a USA seller on the USA site, eBay.com?  If not the rules on different versions of eBay are a bit different and your should find the community for that site and inshallah they can help you!

USA transactions also have the option to contact eBay through FB or Twitter, but no idea if that applies to the UAE?

[calntom · Accepted solution]

If the seller accepted the return, check the email that eBay sent you which will have the date that you can ask eBay to step in. 

[pbbbbh]

Even if you ask them to step in, they won't help you.  I received an item that wasn't as described, had eBay call me, explained what happened, and they didn't do anything to help me.  They're a joke so don't expect any help at all.  Save your time.

[srivastav-691]

@no_zero369

This is a Russian seller on the USA site. So a little too many territories involved, I'm afraid.

I did successfully escalate the case to eBay, though, just waiting to hear back from the seller.

[srivastav-691]

@candd205 @no_zero369 @calntom

I just wanted to thank you all for your great advice and share an update. eBay closed the case in my favour and has issued a full refund. While I feel bad that the seller has neither the item nor the money, but they just weren't cooperating, your advice was in line with eBay's policies and it worked!

[larry14871]

I am happy that everything went fine. I am in the same position with you, waiting for the 'Ask Ebay To Step In' button to show up. The seller doesn't respond at all, since he accepted the return.

Could you write some details, about reason of return, time that took for the case to close etc. I think it is very important for others, mostly buyers, to know what to do and what expect form Ebay's policies.

Thank you. 

[wittjoan]

Seems Bay will not intervene for buyers.  I also can find no option to ask ebay to step in.  Seller is refusing to pay for shipping return on a damaged item.  Return is to England.  I will try calling eBay today.

[kh-vince]

Hi everyone,

Due to the age of this thread, it has been closed to further replies. Please feel free to start a new thread if you wish to continue to discuss this topic.

Thank you for understanding.