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Understanding eBay Money Back Guarantee
Summary: michaeyoun_32 placed an order on eBay but hasn't received the item and is facing issues with eBay's Money Back Guarantee. Despite attempting to raise a concern, they are told they are no longer covered and should contact the seller directly. The order was placed 10 days ago, and the seller indicated the item may have been lost in shipment. john1297576 suggested opening a 'not received' case, but michaeyoun_32 encountered the same issue when trying to do so. *vyolla* advised contacting the card provider for a chargeback, given that michaeyoun_32 paid with a debit card.
I understand that when we shop on eBay.co.uk and pay at eBay checkout, our purchase is covered by eBay Money Back Guarantee for 30 days from the estimated or actual delivery date. I would like to ask them to step in, contact the seller and verify the shipment details of a product that hasn't been received. If the seller can't provide details of the shipment, I’d like eBay to issue a refund under their guarantee.
However when I attempt to raise my concern, I receive the following prompt:
“You're no longer covered by the eBay Money Back Guarantee
We're sorry there's an issue with this purchase. Unfortunately, you're no longer covered by the eBay Money Back Guarantee. Please contact the seller to sort things out”.
Is eBay's response correct and what escalation options may still be available to me?
I placed the order (for canned dog food) on Aug 4th 2026.
Three days later, I was informed by the seller that the item appeared to have been lost during shipment. I asked that a replacement shipment be arranged that same day.
I have repeatedly asked the seller to provide me with the status.
Only after reminders from me, does the seller respond.
When they do respond, they will only say that patience is required. No shipping details are provided
I paid with my debit card. My bank account has been debited accordingly at that time.
red_magpie
Mentor3 weeks agoI asked that a replacement shipment be arranged that same day.
I suspect that this contact with the seller may provide a clue to what has happened. Cases for "item not received" are normally routine and automatic. Unless the seller can prove delivery the buyer is automatically refunded.
The most likely cause for eBay telling you that you are no longer covered is that you opened a case, but agreed to close it. Or that you opened the wrong type of case, enabling the seller to cancel it. Or that the seller was able to provide eBay with tracking proof of delivery, but the item was lost or stolen before you found it (which is not uncommon).
These are only guesses, but without access to the transaction it's hard to suggest any other scenario to account for eBay's response. Unless of course eBay's system has malfunctioned in some way, which is unlikely.
michaeyoun_32
OP3 weeks agoThank you both "vyolla" and "john1297576" for replying so quickly. The order date was definitely 10 days ago. I did check out as usual on the eBay website. When I attempt to open a not receive case, I am met with the following prompt (You're no longer covered by the eBay Money Back Guarantee
We're sorry there's an issue with this purchase. Unfortunately, you're no longer covered by the eBay Money Back Guarantee. Please contact the seller to sort things out). Finally, I do not have the latest estimated delivery date. The one showing on my order however continues to say :
"Dispatched (Untracked): Est. delivery Thu 6 Aug - Mon 10 Aug".
papso22
Mentor3 weeks agoThat's a bit of a mystery then.
*vyolla*
Mentor3 weeks agoDid you pay with a debit or credit card?
If so, contact your card provider and issue a not received chargeback.
May I ask for the listing number or what kind of item this is?
michaeyoun_32
OP3 weeks agoWhen you say "listing number", I wonder if you mean item number. If so, it is 158128338722. The item is "Pro Plan Veterinary Diets HA Hypoallergenic Mousse Wet Dog Food 400g Pack of 12"
john1297576
Mentor3 weeks agoHave you opened a not received case? eBay cannot step in unless there is a case to step into.
*vyolla*
Mentor3 weeks agoWas the order date definitely 10 days ago?
What's the latest estimated delivery date showing on your order?
Did you pay via eBay checkout?