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Item not arrived but I closed a case. How do I progress with ebay?
Hope you can help. I purchsed an item on 25th January 2026 (so within the 30 days). It hadn't arrived after 2 weeks so I messaged the seller and he didn't get back to me so I opened a case. A couple of days later he responded saying he had been on holiday and was posting the item that day. As I felt opening a case had resolved the lack of communication I closed the case. I didn't realise at this point I couldn't open another or reopen it. Another 2 weeks on and item has still not arrived. ebay tracking shows it hasn't arrived so I don't think there is any dispute about this. But how do you get ebay engaged to resolve this?
Any help much appreciated. Regards Steve
4 comments
sevans08
OP5 months agoIf I could have figured out how to escalate this with ebay I would have done. You just go round in cirlcles with no option to ever contact anyone.
Anyway lesson learned... never close a case until you are 100% certain it's all resolved.
I would also suggest using paypal and not ebay's own payment service as at least you have a third part involved.
Regards Steve
sevans08
OP5 months agoMany thanks for your quick response... I sort of thought as much.
I opened a case with Paypal and they refunded me the money instantly... took 10 minutes.
I've spent 2 hours trawling through ebay trying to progress this, with no luck.
I've been using ebay for 20 years and buy loads of stuff through them. Have to say this experience is really disappointing and I won't be using ebay as much in the future if this is how they are going to behave.
Regards Steve
tobiasd4
Mentor5 months agoTo be fair to ebay,
had you escalated case to ebay, if seller couldn't prove delivery, you would have got refund.
tobiasd4
Mentor5 months agoEbay won't do anything now case is closed.
Try your payment provider.
Learn from this, open and escalate case within 30 days,
Never close it until resolved.