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Advise needed please
Summary: keri-leedmond-0 shared an issue with a purchase where the seller failed to send an item after claiming to be on holiday. Despite attempts to contact the seller and cancel the order, the seller did not respond, and eBay stated that keri-leedmond-0 was no longer covered by buyer protection. tressygirl advised that "buyer protection" refers to customer support and security features, not item delivery issues, and suggested using eBay's Money Back Guarantee (MBG) to seek a refund. tressygirl provided steps to escalate the case if the seller remains unresponsive.
I was wondering if anyone would be able to help me please, I purchased an item on the 28/07, it included buyers protection, I paid for royal mail 48 hr delivery and the listing said usually dispatched within 2 days. The seller messaged me within the first 24 hours saying they were on holiday and would be back on the 2/08 to which I replied no problems thank you for making me aware. I had no issue with that at all. On the 5th I messaged them to ask for an update as to when I would receive my item but didn'tget a response. I was polite and just asked for an update but nothing. I then reported that I haven't received the item as I've paid and it hasn't even been dispatched yet so I was getting a bit worried. Ebay said I am no longer covered by the buyers protection and to message the seller but still no response so I tried cancelling the order. They rejected the cancellation request but are still not responding or sending my item. I am unsure on what to do as I have never encountered this before, I am happy to have the item I have paid £55 for but I'm not sure they are going to send it. Where does that leave me? Out of pocket and no item? If my payment included buyers protection why am I no longer covered? TIA
tressygirl
Mentor1 month agoBuyer protection in my humble opinion, is very badly named as it doesn't cover a lost item, ate sellers. It covers 24/7 customer support, fraud detection, secure encrypted transactions.
It's eBay's 30 day MBG Money back Guarantee policy which covers your item and money in these cases. This is written on every listing.
Message the seller no more , just proceed this way:
As the seller is not being helpful, go right of the item purchased, and from More Actions select.... I Have Not Received My Item.
If you are not fully refunded within 3 days, you must escalate the case on day 4 or within 30 days from opening the case, and eBay will step in and force the refund.
Do not close the case early for any excuse or promise the seller may give, and do not forget to escalate.
The link below explains the MBG, worth reading as it could save you a lot of money and time when buying on eBay.
https://pages.ebay.co.uk/ebay-money-back-guarantee/
@keri-leedmond-0