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Shipping damage: the "Contact eBay" button has disappeared – what should I do?
Summary: theonerichter reported a problem with returning a damaged bicycle. Although the seller had accepted the return and said they would send a return label, it was never received, and the seller refused to take any further action. theonerichter was unable to contact eBay because the corresponding button had disappeared. Several eBay employees tried to clarify the issue by escalating the case to the specialist department and asking the seller to respond within 5 days. Despite this deadline, the problem was still unresolved by the end of the month, and eBay was asked to escalate the case further.
Hello everyone,
I opened a return because a bicycle was delivered damaged. The seller accepted the return.
At first, the button “Turn on eBay/Open case” was visible for me.
After the seller told eBay that they had sent a return label, that button disappeared.
But I never received a return label. The seller now even explicitly writes that they do not want to send a return label or arrange a pickup.
My problem: I want to turn on eBay now, but I can’t.
The corresponding button is gone, and through customer service I end up only with the automatic bot or in an endless loop.
I also can’t find any written way to contact an eBay employee.
How can I actually turn on eBay in this case or open the buyer protection case if the button provided for this is no longer displayed?
mia@ebay
Mentor1 week agoHello and good morning @theonerichter ,
we have already received feedback from the specialist department. The buyer protection case was decided in your favor because the seller did not take care of the return shipment.
After this decision, the seller will certainly get in touch with you to get their bike back. Please support the seller here by making the bike available for pickup. However, the seller should clarify the exact process.
Best regards
Mia
nina@ebay
Mentor1 week ago@theonerichter Good evening. 🙂 I have forwarded your case to the specialist department for review. As soon as we have feedback, we’ll get back to you here right away.
@perfect-sally Thanks a lot for tagging. ❤
Best regards,
Nina
anna_s@ebay
Mentor2 weeks agoGood morning @theonerichter ,
we have just received a message from our specialist department.
Your seller must now arrange the pickup within 5 days or send you a shipping label. He has just received this information from me. Otherwise, after the deadline has expired, we will automatically get back in touch with you again. Please let us know briefly if anything is still unclear.
Thank you very much for your patience.
I wish you a wonderful day.
Best regards
Anna
theonerichter
OP2 weeks ago · EditedThanks Anna.
For your information: The seller has already explicitly told me via the eBay messaging system that he would neither arrange for collection nor send a return label because of the transport damage that is still unresolved.
theonerichter
OP1 week agoHello @anna_s@ebay, @melina@ebay,
the deadline you set has now expired. Today is 31.08.2026.
Up to today, the seller has neither arranged a pickup nor provided a shipping label/return label. I also have not received any further message from the seller.
The bicycle is still fully ready to be returned.
You had announced that after the 5-day deadline expires, you would automatically get back in touch with me if the seller does not enable the return.
I therefore ask you to involve eBay now and forward the case to the responsible specialist department for a decision.
Thank you very much.
Andreas
perfect-sally
Mentor1 week agoThe MA present will report back here.
@nina@ebay could you take a look please? Thanks
melina@ebay
Mentor2 weeks ago · EditedHello @theonerichter .
Thanks for reaching out to us. I'm happy to help you further. I'll forward the case to our specialist department. Due to the amount involved, I ask for a little patience here. By Monday at the latest, we'll have a response and get back to you.
@meinehexe11 Thanks for the tag-in. ❤
Best regards
Melina
meinehexe11
Mentor2 weeks agoHi, hi. @melina@ebay can you please take a look?