Damaged item: complicated procedure

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Summary: geotrouvetout_fr received a damaged item and tried to follow the seller’s instructions regarding a transit damage warranty on eBay International. However, they couldn’t find that option and ran into problems with the return process, which led to a partial refund. After opening a PayPal dispute to resolve the issue, they now have to pay the return shipping costs. In addition, geotrouvetout_fr notes a decline in eBay customer service, having trouble reaching them. lingma85 advises weighing the PayPal refund against the shipping costs to decide what to do next.

Hello,

I received a damaged item. The seller told me it would be covered by the warranty because it was an Ebay International delivery. Apparently, I was supposed to file a “transit damage” claim. Except I never found that section. For the record, I’ve been using eBay for 20 years... The seller wasn’t much help. So I started a return request, with photos to back it up, but the site told me I was only eligible for a partial refund. I therefore thought that wasn’t the right procedure and closed the request. I opened a Paypal dispute, and since then I’ve run into another problem: I have to pay the return shipping costs, and I have a deadline approaching. The seller tells me he can’t do anything because Paypal is outside ebay. On the site side, I no longer see any return option either, nor any “transit damage” option. Since then, I’ve been trying to contact Ebay support, but the chat doesn’t seem to work, and I no longer see any way to call by phone. I get the impression that customer service has deteriorated considerably over the past twenty years. What can I do?