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Seller didnt deliver, refused to cancel. eBay gave a year to deliver - now 14 months gone case close
Summary: The discussion centered around an eBay transaction where the seller failed to deliver the item and refused to cancel the order. jacook79 shared their frustration about eBay's policy which allowed a year for delivery, but 14 months have passed and the case was closed without resolution. jckl1957, *vyolla*, and tobiasd4 participated in the conversation, likely offering support or sharing similar experiences, but specifics of their responses are not detailed. The conversation illustrates issues with eBay's customer service and dispute resolution process.
Hi,
I ordered some unique bathroom tiles and the listing said they were in stock and would be delivered in a few days.
Seller contacted me to say weren't in stock but should be on next shipment in couple weeks so waited. They weren't on and said couldn't get for long time for sure. I had to finish the bathroom so gave up on the leafy accent tile idea and just went all the same tiles. Agreed with seller to cancel seemed no issue.
He then reused to cancel it with Ebay.
I appealed and they gave him 12 months to fulfil the order!
It hasn't arrived but all the cases are closed and can't seem to contact them again even the stuff they sent seems not to be there any more.
It is £100.
I contacted him again a few days ago but no reply. I am registering with Action Fraud but the verification text message isn't coming through.
Any advice or places to contact at eBay all seem like dead ends on the info..
tobiasd4
Mentor5 months agoEbay MBG is only for 30 days, outside if that time, they won't get involved.
As it was UK business seller, you are still covered by consumer rights (ebay won't help with these).
You contact https://www.citizensadvice.org.uk/
They can advise how to proceed.
BUT! All this has to be done within reasonable time scales.
TBH. You should not have let seller string you along and I doubt any authority will get involved after 14 months.
This is probably not what you wanted to hear, but unfortunately it is the truth.
jacook79
OP5 months agoThanks,
I can see what's happened clearer now but still not got anyone to reach out to with common sense...
The seller has offered to give me £100 if I phone him but having been threatened with extreme violence off rogue traders on hot tubs before for trying to get a fault fixed I am hesitant.
This is what happened:
1) I'm very busy doing a reno on my cottage and order tiles few weeks before I need them having scoured everywhere for tiles that are ornate but not OTT or garish and then the right size and then deliverable in under 6 weeks.
2) I find the perfect ones in stock and order them having designed it probably not wanting to use eBay but local shop can't get quickly
3) The seller hasn't got his large shop up to date or might be fishing orders so doesn't have the stock, he is not terribly organised
4) He hopes some come on next container but don't his target time is a few days before the cut off for 30 days but I give him a little extra to respond not really using eBay that often, maybe for this kind of reason
5) He tells me to cancel the order which I do promptly but maybe out of time, for some reason he refuses to cancel it according to eBay maybe I was supposed to wait longer and ask for refund not sure but a long time ago felt was doing right but maybe he's trying to avoid small charges
6) Ebay says I can't get my money back but when the tiles arrive I can still return them! The really stupid bit that sounds like early AI not a support specialist! They say he has until the 27th of Jan to deliver them but maybe as it's in the past I miss that and presume he has a year and am in slight hope some tiles will at least arrive e.g. on the next shipment
7) I continue with him but he claims he never receives the money from ebay is that right? Also claims to have accepted the cancellation
😎 The request is closed partly because they never respond and partly its a short window and the "check-in" they did to see how it was going with the seller went into my junk and was found later and then they have removed most of any content
9) My best is to send him bank details I think and then offer to remove the 1 star review which seems to have geed him up a bit.
10) I previously tried action fraud but can't register as the text messages never come through despite the right number. To be fair the guy might be genuine and has usual good reviews but so does the guy who sold hot tubs and drove a car through his father in laws front room in anger, according to his staff.
jckl1957
·5 months agoYour misunderstanding, that the seller had a year to deliver the tiles, is what has cost you your ability to pursue a refund through Ebay.
Your only choices now are to phone the seller as requested, or write off the money and move on.
This has nothing to do with 'commonsense'.
The Money Back Guarantee does offer good protection to buyers, but it has to be used correctly.
jacook79
OP5 months agoEbay giving a date in the past and closing all dialogue while pocketing the money is a bigger part of it. I never thought they would have a year and they were listed as in stock.
It is definitely common sense not to give dates in the past as a target and suggest items can still be returned that don't even exist and were never in stock as they advertised.
I'm qualified in law and a Mensan and capable of fitting my own bathroom to a top standard too.
Channels of dialogue should remain open to resolve mistakes and misrepresentations in contract.
jckl1957
·5 months agoEbay have not pocketed the money.
The seller has your payment and they do seem to be willing to return it to you.
Again, I can only suggest you work with the seller.
Good luck.
*vyolla*
Mentor5 months agoDo you have a chat transcript from eBay confirming that they've granted the seller a year to fulfil an order? If this was done via phone I suspect that they didn't notice that you were trying to claim for an item not received that was purchased in January 2025.
tobiasd4
Mentor5 months agoYou would have still covered by consumer rights as it was a business seller, but ebay don't get involved with those.
tobiasd4
Mentor5 months agoI suggest you read MBG.
It covers you, but only if you follow the policy correctly.
If you fail to escalate within 30 days, it closes in sellers favour.
I'm sorry, but you should never have waited this long.
Better to get a refund & buy when sellers have items in stock.
jacook79
OP5 months agosellers name removed
jckl1957
·5 months agoThe screenshot makes it clear that your case timed out - it closed due to inactivity.
When you have an open case, you have to be pro-active and, when the seller doesn't respond, ask Ebay to step in.
If you don't go back to the case, then it's assumed you have reached a resolution with the seller and the case closes automatically.
That is what has happened here.
You are not allowed to name other members in this forum.
So any posts which identify the seller will be edited.
jacook79
OP5 months agoI already said eBay failed to respond and the seller refused to cancel and seems to have frustrated it. He told me it would be better if I cancelled it, think he said I would get the refund quicker!
It is not my inactivity it is them shutting off all avenues
I have statutory rights they can't override them with their procedures! Item not delivered!
Why aren't they providing contact details to resolve it! It took so long as they said he had a year! Somehtign they don't really advertise as you have all pointed out so very strange!
Seems like eBay or the seller are £100 up and I am £100 down and sooner or later there will be a consequence for this so why wouldn't they want to be reasonable and resolve it they've evn been removing the sellers name off here so are seeing what has happened the evidence is fairly clear no one would go to this effort to make £100!
Did they seller even deliberately create a 30 day delay for an unusual item I had spent weeks sourcing and designing around?
I know you will assume not but there is a concept called fair dealing and common sense - over scrutiny of self made and deliberately obscured rules
*vyolla*
Mentor5 months ago@jacook79
It's as @jckl1957 has pointed out in post #13, your item not received claim timed out due to inactivity, but you never would have got anywhere with it because your purchase was 25th Jan and you only have 30 days from the latest estimated delivery date to open an eBay not received claim that is actionable. You can open one, but it only serves as a comms conduit between buyer and seller.
A payment via debit or credit card gives you a 120 day window to issue a not received chargeback, obviously you're past that timeframe too.
I honestly can't see where you can go with this if the seller isn't engaging with you.
jacook79
OP5 months agothey even said I am out of time to edit my posts on here after they have taken the dispute center infor off, the one where only one post is left, one of mine.
jacook79
OP5 months agoThey are removing some of my images if they show the sellers name on here.
I kept asking but they didnt reply to me and then closed the case for inactivity even though it was their inactivity not sure what he has been telling them is the circumstance.
It was in stock for delivery in a few days I was made to wait for a shipment seeing as these were very unusual tiles and what I wanted, I waited with a half tiled bathroom as per pics.
When you talk about "conmen" or confidence tricks this could eb the way people do it because you can see the confidence is more with him and eBay than me despite me the only person done everything right.
I too was astounded he would have a year to fulfil given its a home decor item even more so but its a tricksy world we are in look at Hilsborough or the post office scandal!
tobiasd4
Mentor5 months agoYou are covered by ebay MBG, but it is only for 30 days.
If it was UK business seller, contact https://www.citizensadvice.org.uk/
TBH, Why did you wait this long without getting a refund.
jacook79
OP5 months agoIt ended like this with a lighter coloured tile in the middle from the batch issue it caused
jacook79
OP5 months agoI designed the bathroom like this
jacook79
OP5 months agoEverybody seems very keen to point out procedure but ignores the fact that it was an in stock item. The seller asked me to cancel then refused it. Ebay said they have a year to deliver and ignored my honest account then closed all the avenues. They didn't respond to me then closed it for my inactivity even.
*vyolla*
Mentor5 months agoAn item is ordered and there's an estimated delivery date on it.
Sellers can't set a delivery date past 40 days when setting up their listing, so buyers can see the latest estimated delivery date on it.
After the latest estimated delivery date has passed a buyer has 30 days to report an item as not received and get a full refund via eBay.
Sellers can't cancel an order after 30 days, but they can issue a refund via eBay up to 90 days after the order was placed.
Do you have a chat transcript from eBay confirming that they've granted the seller a year to fulfil an order?
jacook79
OP5 months agoThis is all that's left of it. I suspect he should have cancelled the order himself if can't deliver then there has been some fibbing. I deliberately bought an in stock listing.
jacook79
OP5 months agoYou can see the dates on here and that the seller refused but now he says it's my problem even though he has caused it or not rectifying his own error. A massive amount of faff for £100 either way can't see why eBay wouldn't play ball unless he's feeding them misinformation I will try to post up some dialogue.
100% they said he has a year to fulfil the order about 14 months ago but I'm trying to get an avenue or contact not submit a court case at this stage or bore people to tears with TMI.
jckl1957
·5 months agoI cannot imagine any circumstance where Ebay would allow a seller a year to deliver an item. If they actually did so, then, according to their rules, you could not open a case for 'item not received' until that date had passed.
When did you first open an 'item not received' case? If the seller didn't respond, did you go back to the case and ask Ebay to step in?
Cases time out if sellers don't respond and if you, as the buyer. don't go back and ask Ebay to step in.
Before you go to 'Report Fraud' (the new name for Action Fraud) or contact Ebay, you must get all your evidence together with dates.