How do I get ebay to step in and help with a refund when they only show the recent open purchases

[wag3000]

When you follow the instructions for getting ebay to step in to help with a refund on an outstanding item (still open) the process only allows you to choose the most recent purchases and even though an older purchase has significant message history and can be found on the purchase history, the seller can't be contacted as when you select contact seller ebay wants you to enter the item number and when you enter it (taken directly from the purchase infomation)  it cant find anything .  So you get stuck.

Using the ebay instructions:

1. Find the item in your Purchase History - opens in new window or tab.
2. Select See request details (if your item didn't arrive) or See return details (if you're trying to return an item).
3. Select Ask eBay to step in.

Step 1 - ok works.

Step 2 - I am unable to fing anything on "See Request Details" - I can find "Order Details" but that doesn't get me anywhere.

Step 3 - I never get here !!!!!

I can not Return the item as I have never receiver it.

I can't cancel it as this will loose the info and it doesn't show up as an option anyway.

This has continued for several  months now and I can't get ebay's menue system  to even identify that I want ebay to step in and help me with this?

Can anyone help?

[kim-aa]

Hi Dear,

I know it from step 1 to step 2 but I can't find step 3 the option "ask ebay to step in", where exctly should I find this option 

"ask ebay to step in"

Please can you be more specific and guide me and tell me after step 2- See return details where shoul I find the "Ask ebay to step in"?

Thank you

[lyndal1838]

You are unlikely to get a reply from wag3000 as thy have not been here since posting their question.

You will not get the "ask ebay to step in" option until it is available to you or if it is no longer available.

When did you open the dispute and how long has it been open?