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Returning an item using ebay return postage label, package seems to have been lost by royal mail
Summary: greeny_green reported an issue with a lost package returned via Royal Mail Tracked Returns 48, struggling to contact eBay for assistance. **peaseblossom** advised escalating the case on eBay and provided steps, but greeny_green was unable to find the option. **peaseblossom** suggested trying to speak with an eBay representative directly by using the 'speak to agent' prompt in the help section.
Title says it all. Returned an item last week using Royal Mail Tracked Returns 48. Was picked up last Monday:
Tracking history
Wednesday 19 August 2026
03:47
Item Received
London Central MC
Monday 17 August 2026
10:20
Item Collected
Lower Edmonton DO
Sunday 16 August 2026
18:22
Collection Request Succesfully booked for item
Looks like Royal Mail lost the package. What can I do? Not even clear how to contact ebay about the issue, and their chatbot is not helping.
greeny_green
OP1 week agoI followed peaseblossom's advice. There was no option to escalate, but incredibly, repeatedly typing "speak to agent" to the chatbot (i think only 2 or 3 times) resulted in a request to callback. About 5 min later, an agent from ebay called. She escalated the case, and told me that the policy is to wait an additional 10 days for the item to be received. If not, I need to contact ebay again, and a refund will be issued to both me and the seller.
**peaseblossom**
Mentor1 week agoYou should still get the refund. Escalate the case to ebay as soon as that option appears, usually after 3 complete working days.
greeny_green
OP1 week agoSorry, I don't think I've seen an option to escalate the case. It was actually already done through ebay, in the sense I had to file a case with ebay for goods not received in condition advertised, which they decided in my favour and provided a label to return. But I don't see anywhere I can escalate
**peaseblossom**
Mentor1 week agoClick on Return Details > Respond to Case > Escalate This Case > Submit. If that option isn't available you will have to try and speak to someone at ebay which isn't easy these days. After clicking on help type in "speak to agent" and keep repeating.