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Help with returns: freight items, missing parts & seller not responding
Summary: m3e30evo seeks advice from the community regarding a challenging eBay return process for a high-priced, incomplete item. The seller hasn't responded, complicating the return of a large item that requires a freight service instead of a standard return label. elke@ebay pauses the return request to allow more time for resolution, while perfect-sally assures that buyer protection is available if the seller remains unresponsive. verena@ebay clarifies that the case is under buyer protection, and a 10-day period has been given to the seller to arrange the return logistics. m3e30evo expresses concern about potential delays affecting their vacation plans.
Hello everyone,
I’m reaching out to the community because we’re currently completely stuck with an eBay return and don’t know what to do next. Maybe someone here has had a similar case before and can give us a tip.
What happened?
The purchase: We bought a high-priced B-stock item (an awning).
The problem: The item did not match the description at all. Several important parts were missing, which means the awning is completely unusable and non-functional.
Communication: We tried to contact the seller – unfortunately absolutely no response.
The return: We then officially started a return via eBay. The seller has since accepted it, and we were told a return shipping label would be provided...
The main problem: freight item & missing return label
Since this is a large freight item, the return shipment of course doesn’t go via a normal DHL parcel. The awning was delivered by freight carrier and, logically, also has to be picked up again by freight carrier – including prior scheduling, pallet, etc.
A normal return label via eBay is not logistically usable for something like this and has not been sent to us to this day.
The deadline is running and buyer protection is blocked
The deadline dilemma: According to eBay’s requirements, the item must be sent back to the seller by 03/08/2026. But since we haven’t received either a freight return label, any contact from the seller, or a pickup appointment, we probably have no way of meeting this deadline.
Buyer protection problem: We then wanted to activate eBay buyer protection to resolve the case. Unfortunately, for some reason this is currently not possible for this case due to the system.
Our questions for you:
How can we get eBay directly involved in this case if activating buyer protection is not possible.
What happens with the deadline (03/08/2026) if the seller blocks/ignores the freight return? Do we lose our right once the deadline passes, even though we want to return the item but can’t?
We’d be extremely grateful for advice on the best way to proceed here (e.g. going directly to eBay customer service)!
Best regards Christoph
m3e30evo
OP1 week ago@verena@ebay thanks for clearing that up. Best regards, Christoph
verena@ebay
Mentor1 week agoHello @m3e30evo ,
the return request has already been handed over to us and therefore this is already a buyer protection case. So there’s nothing more that needs to be activated here.
Within the buyer protection case, we asked your seller on July 26 to arrange the return with you within 10 days, or to commission a freight company. We now have to wait for this 10-day period before processing of the case can continue. For this reason, I’d like to ask you for a little patience here as well.
Thanks for the tag, @perfect-sally !
Best regards
Verena
m3e30evo
OP1 week ago@perfect-sally thanks for the quick response. As I already mentioned in the initial description, activation was/is unfortunately not possible for us. Wishing you a good start to the weekend 🌞 best regards
perfect-sally
Mentor1 week agoThanks, the launch was already successful!
I wish that too.
m3e30evo
OP1 week agoHello dear mentor, unfortunately there has been no communication from the seller. Therefore I would ask you to activate buyer protection, as otherwise we will run into trouble with our upcoming vacation, for which the awning was actually intended.
Best regards, Christoph
perfect-sally
Mentor1 week agoHello @m3e30evo actually, the buyer can activate buyer protection themselves, but I'll better tag an eBay employee again who will be happy to help you.
@verena@ebay could you please be so kind? Thanks
perfect-sally
Mentor1 week ago@verena@ebay Tag not arrived 2 h ago or too busy?
verena@ebay
Mentor1 week agoNo worries, the first mark went through. Thanks. 😊
Best regards
Verena
m3e30evo
OP2 weeks ago@perfect-sally thanks for the reply. You have a nice Sunday too
perfect-sally
Mentor2 weeks agoSame to you :)
m3e30evo
OP2 weeks agoHello Elke,
Hello Peter,
thanks for the quick and straightforward help.
Unfortunately, you usually have to be prepared for the worst, see in part the seller’s feedback.
What happens if communication with the seller doesn’t work.
Do I then have the option to activate eBay buyer protection? Or can I contact you again then.
Thanks and have a nice weekend
krg Christoph
perfect-sally
Mentor2 weeks agoWell, you can already see the reviews before buying!
And yes, of course there is buyer protection if the seller doesn’t respond. But now we just have to wait for the deadline.
And yes, too, if there are further problems or problems with other items or sellers, you can always get in touch here. That’s what we’re here for :)
elke@ebay
Mentor2 weeks agoHello @m3e30evo , thank you very much for your post. I have paused your return request for another 10 days, so you now have enough time to arrange the return shipment with your seller.
@petersmodellbahnstuebchen thank you very much for your tag.
Best regards
Elke
petersmodellbahnstuebchen
Mentor2 weeks ago@m3e30evo
Hi Christoph,
our lovely @elke@ebay can surely help you here, thanks Elke. ❤️
Best regards from the Baltic Sea
Peter