eBay automatically sent return label, but it's wrong.

[darkforce2024]

I received an item from a seller that was missing parts, without those parts the item is useless to me. I messaged the seller to ask for the missing part to be sent. After 4 days I received no communication with the seller so I started a return request. I checked the option for missing parts. Ebay automatically sent me a return label. I went to the post office but the post office was unable to use the label because its for USPS Priority Mail which is by airplane. The product contains a lithium ion battery and must be shipped "ground only". I once again messaged the seller telling them that the shipping label cannot be used and asked them to provide the proper shipping label so I can ship this item back. Once again, I've got no communication from the seller. Ebay states that if I don't get a response by Friday (4/5/2024) I can ask them to step in to help, but looking at the return, it looks like -I- haven't done anything on my end because I already have a return label, and it's waiting for tracking. Can I expect ebay to help out if the seller doesn't respond?

[rfmtm]

You will have to contact ebay to have them send you the correct label.

https://www.ebay.com/help/eua?id=5275&mkevt=1&mkpid
To chat or have ebay call you.

To email send a private message here:

facebook.com/eBay/
or
twitter.com/askebay

[darkforce2024]

Thank you.

I have done that, twice. Again just now.

Ebay states that the seller must provide a new shipping label and if they do not by April 4th that I can ask them to step in. I've never had a return before as I've never had any problems before, so I'm a little unsure on how it all works. I'm willing to send the item back, as I have no use for an item that has missing parts.

This really is the seller's fault, the item clearly stated that the parts were included, however when I received it, they were not. The item is useless to me without the parts. It's one of the reasons I searched and searched to find an item that DID include the part.

[lamber9347]

@darkforce2024 You're going to be fine, you just need to wait this out. This platform offers a money back guarantee. You opened a return case for missing parts, which counts on your side. A seller cannot simply ignore a return request and have it close in their favor. If that were the case, that's what every seller would be doing in order to win- not possible. The process has to make its way through the system. Keep in mind there are millions of transactions daily on this platform, it is all automated now. Just be patient and keep your eye on the return case. There will be a window where you can ask eBay to step in, or you may get a response by then from a rep. Best of luck to you....

[darkforce2024]

Thank you, I will just wait it out. I just get frustrated having to drive back and forth to the post office, for something that isn't my fault.

[lamber9347]

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@darkforce2024 wrote:

Thank you, I will just wait it out. I just get frustrated having to drive back and forth to the post office, for something that isn't my fault.

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I'm currently going through a similar situation. I purchased a collectible figure listed as Brand New and 4". Received an opened 9 " figure that is scratched, scraped, and has black scuff marks all over it. Now I have to return it and am waiting for my own label. While it is rare, these things happen when purchasing online....

[darkforce2024]

To give a little more context, the item was a used laptop. Seller stated it DID come with a charging cable, but did NOT have a battery. I was fine with that. You don't NEED a battery to use it (as it can be used as a sort of quasi-desktop computer without a battery) but you need a power cable. So I received it and it had a battery (I'm assuming since the package has the Hazmat Logo for batteries and a label that says Ground Transport Only), but NO charging cable.  Because the listing for the item stated NO battery, the ebay automatic label printed for Priority Mail NOT Ground, and Priority uses Air Transport.  So, I guess its half and half ebay for pushing out the wrong label and half the seller for an incorrect description.

[pjcdn2005]

Since a shipping label was sent to the op, is there going to be a ‘ask eBay to step in’ link?  I realize that it’s the wrong label but the return system doesn’t know that and not do anything as they are waiting the item to be mailed.   For example, when a seller replies that they can’t send a label such as when it is an international transaction, the ask ebay to step in link does not appear.  The buyer has to contact cs if there is a problem.  Two different situations  but it may work the same way in both?

[darkforce2024]

@pjcdn2005  You hit the nail on the head.  That's exactly what I was thinking. Since the system is waiting for me to take the next step, which is mailing the package using their label, if I do nothing eventually the case will close itself. I will give the seller, and ebay, the benefit of the doubt. Two ebay reps told me to wait till the 4th and I can ask them to step in. Even if that means I have to manually contact them by message or phone.

I understand that sellers, especially ones that sell lots of products every day can make a mistake. I don't mind mistakes every now and again, as long as the person who makes the mistake makes it right. So far I've had ZERO response from the seller. Beginning with when I messaged them almost a week ago now about the missing charging cord. They look like they sell thousands of products a month, so my measly $30 is probably nothing to them, but to me it's a lot.

It is the sellers mistake, and shipping it myself would cost half as much as the product. I should not have to do that. I am wiling to send it back, which is the right thing to do. But if I don't get a valid response by the 4th I'll just have to file it with my credit card company, because at that point, I don't know what other options I will have. But I'll wait till then, give them a chance at least.

[wastingtime101]

The option to ask eBay to step in should appear, but if the buyer uses that link the bots will probably close against them since they didn't ship anything. Buyer would be better off contacting CS when the option to ask eBay to step in appears then ask CS to escalate since the seller did not provide a ground shipping label that's required for hazmat.

[albertabrightalberta]

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@lamber9347 wrote:

You're going to be fine, you just need to wait this out. This platform offers a money back guarantee. You opened a return case for missing parts, which counts on your side. A seller cannot simply ignore a return request and have it close in their favor. If that were the case, that's what every seller would be doing in order to win- not possible. The process has to make its way through the system. Keep in mind there are millions of transactions daily on this platform, it is all automated now. Just be patient and keep your eye on the return case. There will be a window where you can ask eBay to step in, or you may get a response by then from a rep. Best of luck to you....

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@lamber9347 

The seller didn't ignore the buyer's return request. Since the buyer got a label, he MUST ship something back to the seller or he will lose the case. 

@darkforce2024 As others have suggested, contact ebay for business through Facebook. 

I don't recommend waiting it out because it will likely not close in your favor.

[darkforce2024]

@albertabrightalberta 

Do you have any other suggestions? I don't use Facebook. I do have until the 15th to mail the package. As I said before 2 reps said if I don't get a response by the 4th I can ask ebay to step in, so that does give enough time. I have the transcripts saved as well for proof.

I considered just sending the item back, in a different package without the Hazard labels, but I don't think that would be wise, or even legal.

I'm still going to wait until the 4th and see what ebay can do. If nothing else, and they are unwilling to help, I can always open a case with my bank.

I couldn't even send the item back if I paid for it myself, since ebay will not recognize any other tracking number but the one provided. I see no option anywhere to provide my own tracking number.

[pjcdn2005]

Do you use Instagram or Twitter/X?  eBay customer service is available there too.  Or open

a facebook account just for contacting eBay. 

[darkforce2024]

@pjcdn2005  None, actually. I'm kind of anti-social media.

I have a LITTLE time. So I'm going to wait until the 4th, to see what happens. Then take it from there.

By the way, thanks everyone for all your help!

[nenu-5410]

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@darkforce2024 wrote:

I went to the post office but the post office was unable to use the label because its for USPS Priority Mail which is by airplane. The product contains a lithium ion battery and must be shipped "ground only". 

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No airline @darkforce2024 has ever grabbed the lithium-ion batteries out of my used phone, my used gameboy, or my used laptop before I was allowed to board.

Perhaps check up on when a lithium-ion battery can travel by air?