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Seller problem
Summary: jow4396 faced an issue with a seller who claimed an item was unavailable after purchase and suggested contacting eBay for resolution, which jow4396 found unmanageable. The seller provided tracking information despite claiming the item was unavailable, raising concerns about receiving the wrong item and potential return costs. **peaseblossom** and tressygirl advised jow4396 on how to manage the situation through eBay's reporting and return processes, recommending using eBay's Money Back Guarantee, and advised on escalating the case if necessary.
I purchased an item on 30 June. The seller subsequently messaged me to say the item was no longer available but they couldn’t cancel the order. They asked me to contact eBay - which is impossible. I told them that as the seller and the one causing the issue they should contact eBay. I’ve just received tracking information which is strange considering the seller said they didn’t have the item. I’m now concerned that they’re sending me a random item and then I’ll have to pay return postage. The whole thing doesn’t sound legit to me so I want my money back. How can I get eBay to resolve this? Thanks
tressygirl
Mentor1 month agoeBay's 30 day MBG Money Back Guarantee can help you, it's written on every listing.
The seller is not being helpful, they of course can cancel the item from their end , buyers cannot cancel orders.
If you do not receive your order one day after the item's last estimated date for delivery open a case for item not received. If an item is sent and its different to what you ordered, open a case for item not as described.
You escalate the case on day 4 if not refunded beforehand, and never close a case early no matter what the seller says or promises.
Read eBay's 30 day MBG here.
https://pages.ebay.co.uk/ebay-money-back-guarantee/
@jow4396
**peaseblossom**
Mentor1 month agoIf you don't get the item by the time the estimated delivery date has passed select "Report an item you didn't receive" on here:
https://www.ebay.co.uk/help/buying/returns-items-not-received-refunds-buyers/get-help-item-hasnt-arrived?id=4042&st=3&pos=5&query=Get%20help%20with%20an%20item%20that%20hasn%27t%20arrived&intent=ITEM%20NOT%20RECEIVED&
and escalate it 3 complete working days later to get a full refund.
If you receive a different item start a return on here:
https://www.ebay.co.uk/help/buying/returns-refunds/return-item-refund?id=4041
select "Item doesn't match description" and if necessary escalate after 3 complete working days.
If you have opened "not received" case you will still be able to open a return afterwards if they send the wrong item.