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Cannot locate a Returns request - but the seller can see it
Summary: margo2469 is experiencing an issue with a return request on eBay, where the item has disappeared from their Purchases, preventing further action. Despite confirming with the seller that the return request is pending, they are unable to contact eBay help effectively or use the guest check-out feature to resolve the issue. **peaseblossom** suggests checking if the seller has been suspended, which could cause the disappearance, and recommends contacting the payment provider for a refund. rainbowtrax provides a link to check purchases directly.
Hi started a return request, and had notification at the time that a return label would be provided by 23/09/2026. Went to check yesterday to see if the label was available and the item is no longer in my Purchases. I have been under every tab and section available but can't find the item at all. I messaged the Seller who confirmed that they have the return request pending as "Waiting for buyer to post item".
I can't raise anything with eBay help as everytime I try the AI Bot tells me to pick which item the query relates to, but that's the point THE ITEM ISN'T THERE!
I also tried the option of "checked out as a guest" (just in case) but it didn't come back with anything there either. I'm completely stumped. I have asked the Seller if they can send the returns label anyway, but I'm concerned that the refund won't come back to me if the item isn't in eBay to relate it to.
Any help/advise?
fargvs
Mentor2 weeks agoAny possibility that you made a Guest purchase ?? --- will not be seen in your eBay summary --- use the Order Confirmation email you received to see if you can trace it using this link ---within 30 days case options will be there if needed >
https://www.ebay.co.uk/help/buying/paying-items/buying-guest?id=4035&from=EBAY_AI&origin=EBAY_AI
rainbowtrax
·2 weeks agoDoes it show on this link: https://www.ebay.co.uk/mye/myebay/purchase?page=1&moduleId=122166&mp=purchase-module-v2&type=v2&pg=purchase ?
**peaseblossom**
Mentor2 weeks agoDoes the seller still have items listed? The other reason items disappear from your purchase list is if the seller has been suspended by ebay. If that's the case you may not be able to progress with ebay. If not contact your payment provider and ask them about a refund or chargeback.