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I raised an "item not received" report registered with Ebay, case keeps getting put on hold.
I purchased an expensive item on Ebay on Jan 30. It was over £470.
Estimated delivery was between Feb 2 and Feb 6 via Royal Mail 48hrs; on Feb 7th the item had not arrived.
I raised an item not received report on Feb 7. The Ebay system put that case on hold until Feb 12.
Feb 12 is now here and I have received a second automated response to say the case is now on hold until Feb 22.
The item appears to have been sent on Feb 2. The tracking shows it has not moved from a Royal Mail Super hub since Feb 4.
Is the repeated extension of time typical for these situations? I have been an ebay user for well over 20 years and never been through this situation previously.
7 comments
tommystrezures
Mentor6 months agoWas the item sent with eBay’s simple delivery do you know? This may be why they are extending the date as there is tracking against the item from the seller. On occasion eBay will extend these matters if tracking shows an item is with a carrier be it here in uk or overseas.
cbailey-uk
OP6 months agoNice Ebay rating there Tommy!! 12k!!!
I'm not sure if it was "simple delivery" as I was the buyer so unsure if I can find that out, but it could be.
There is definitely tracking but on calling Royal Mail (which in truth is the seller/senders responsibility to do) they have informed me that as of today, Feb 12, it is considered lost. The item got to their hub on Feb 4 and never moved again.
I expect your view is correct, they are trying to give it time - but it seems fairly futile when the carrier (Royal Mail) is explaining to me that they consider the item lost.
john1297576
Mentor6 months agoThink it sounds like Simple Delivery in which case it is ebay that has to refund not the seller, so that could explain their reluctance to refund too soon.
cbailey-uk
OP6 months agoIf that is the case, i.e. it was "Simple Delivery", I understand their reticence but equally, a simple contact from ebay customer service to the courier (i.e. Royal Mail) and they would be told "we (Royal Mail) deem the item lost on Feb 12" (today).
Not certain what another 10 days is inserted for, apart from protraction (and hope on their part). Eitherway, I now expect that I will have to wait until Feb 22 (their newly extended window) to receive my refund.
I simply want to buy an equivalent item from elsewhere, as that was the original intention from my purchase of Jan 30 🙂
cbailey-uk
OP6 months agoI contacted eBay again this afternoon and explained the situation to a human.
They said they would look into the seller's account. 1 HR later, they refunded me and closed the case so we are all resolved now and I can buy the item elsewhere.
Thank you all for you collective guidance 👌
jckl1957
·6 months agoGenerally, sellers have to deal with such cases very promptly.
I assume the latest estimated delivery date has passed?
In your situation, I would contact Ebay Customer Services and ask them why, in this case, the time has been extended. Remind them of their own 'rules' from the Money Back Guarantee - 'The seller should respond within 3 business days to provide a delivery update, offer a replacement, or give you a refund. If you're getting a refund, it will go back to your original payment method. Refunds are typically available within 3-5 business days.' https://www.ebay.co.uk/help/buying/returns-refunds/reporting-item-didnt-receive?id=4042
Use the link below to get a callback:
https://www.ebay.co.uk/help/eua?id=5190
cbailey-uk
OP6 months agoHi there,
Thank you for the reply.
Yes, the latest estimated delivery date from Feb 6. We are well past that date now.
I have spoken to Ebay this morning and they said they will "try" and expedite the process but their "protocol" is 10 days to wait - which is fairly poor. I have purchased in good faith at significant expense. I have paid for "buyer protection" but feel that the protection I am currently receiving, isn't particularly protective.
Despite it not being my responsibility to do so, I have contacted Royal Mail and they have said that as of Feb 12, the item is now considered lost - that is the Seller's responsibility to resolve.
So I am unfortunately currently caught up in Ebay's protracted resolution process.