No way forward when the items delivered were incomplete
Summary: dozzyb shared a frustrating experience with receiving only one of two items from a seller and encountering difficulties with eBay's resolution options. They initially thought the issue could be resolved by directly contacting the seller but found eBay's system unhelpful, as it emphasized that delivery had been completed without addressing the missing item. Fortunately, the seller agreed to send the missing item upon receiving the message. sml192 and roger_roger_over_and_nowt advised on using eBay's Money Back Guarantee and claim processes, emphasizing the importance of understanding eBay's policies and keeping claims open until resolved.
So I received 1 of the 2 items I ordered from a seller. I chose to contact the seller and with a picture showed only one item was in the bag.
Immediately the eBay AI bot chimed in saying this was a simple delivery purchase so contact eBay customer service to make a claim.
I thought I could sort this out with the seller but I have no clue as to if they had even seen my message.
All eBay options led to the simple fact that my order had been delivered and no option to query that it was incomplete.
The seller said 'no returns' so no option there.
I have to assume that eBay has either never worked their way through their own system from a customers perspective or they just don't care?
Fortunately the seller did get the message and immediately agreed to send the missing item.
They should create a steering committee of customers to advise them of the real world perhaps?
roger_roger_over_and_nowt
·Sep 18, 2026 at 11:49 AMUnfortunately it's often buyers being unaware of how the MBG works.
If the MBG promise is on the listing then it applies in full.
As already stated,all you had to do was open a claim and escalate to Ebay after 3 working days if seller doesn't sort it out before that time.
Never close a claim if seller makes excuses,the most common one is "please close the claim as i cannot authorise a refund/replacement with a claim still open".
They know full well that you cannot then open another claim for the same item.
https://www.ebay.co.uk/help/policies/ebay-money-back-guarantee-policy/ebay-money-back-guarantee-policy?id=4210
sml192
·Sep 18, 2026 at 11:38 AMIf the items were sold together on the same listing then you need to open a return request using either 'Missing parts' or 'Item doesn't match description or photos' as the reason (assuming it wasn't damaged in transit). 'No returns' only applies to change of mind returns.
If they were bought from separate listings or a multi quantity/multi variation listing then you just need to open an 'Item not received' claim for the item in question.