topic Re: Refund not received in Community Platform Discussion

Refund not received

indo1200_0 — Tue, 21 Jan 2025 14:44:13 GMT

Having twice made a purchase from a seller & both times they failed to post the item then offered me inferior goods as a compromise which I refused & asked for a refund & criticised their diabolically poor customer service as a result they are quite obviously acting in a childish & spiteful way regarding my refund having twice assured me it's been issued which it wasn't i asked ebay for help the seller has said they will investigate which is obviously a stalling tactic again out of spite, can I override this & force a refund or do I need to contact them on the details provided below & demand one?

Re: Refund not received

*guinevere* — Tue, 21 Jan 2025 13:14:07 GMT

Have you opened a "Not Received case for each item?

You get 30 days from expected delivery to open a case and once opened the seller gets 3 days to refund. If they don't refund in this time you escalate to ebay and should then be refunded.

If you haven't opened a case neither you nor ebay can enforce anything.

Take a look at the ebay money back guarantee, link on every listing.

Returns, missing items, and refunds for buyers | eBay

Re: Refund not received

**peaseblossom** — Tue, 21 Jan 2025 13:16:32 GMT

Check the last estimated delivery date on the listing and when that has passed select "Report an item you didn't receive" on here:
https://www.ebay.co.uk/help/buying/returns-refunds/get-help-item-hasnt-arrived?id=4042

That has to be done within 30 days of delivery. Then you will be able to escalate it to ebay after 3 complete working days. So after that time go to the return case, click on Case Details > Respond to Case > Escalate This Case > Submit.

Re: Refund not received

indo1200_0 — Tue, 21 Jan 2025 13:21:28 GMT

Thanks but I've done that it was due to be delivered on the 11th & the
seller has been saying the refund has been issued since the 14th

Re: Refund not received

**peaseblossom** — Tue, 21 Jan 2025 13:24:49 GMT

Refunds can take a while to go through. About 7 days to a bank acount if you used your debit card. Up to 30 days to return to credit card although usually quicker.

If the escalation is still possible then do that. If that option is not there that means a refund has amost certainly been issued.

Re: Refund not received

indo1200_0 — Tue, 21 Jan 2025 13:28:28 GMT

They have actually admitted once it wasn't issued after saying it was &
once a refund is issued you receive notification its on the way which i
havnt received

Re: Refund not received

tressygirl — Tue, 21 Jan 2025 13:59:54 GMT

Always difficult to give accurate details when we have no access to accounts or cases, so cannot tell here if cases for item not received were made and escalated? It's not important if the seller says a refund has been made, it matters that eBay send the message, that a refund is being processed. Have you received that message?

You do not have to accept inferior products, you can receive a full refund, if claimed within 30 days of the item's last estimated date for delivery.

Bottom line is you need to follow this process and ignore anything the seller says.

Open a case each for each item not received, escalate on day 4 if not refunded beforehand.

Do not close the case early on any excuse the seller gives, and do not forget to escalate.

@indo1200_0

Re: Refund not received

indo1200_0 — Tue, 21 Jan 2025 14:06:28 GMT

Thanks & no refund confirmation from Ebay so their silly spiteful game is
only delaying the inevitable

Re: Refund not received

dopp2bkk — Tue, 10 Feb 2026 17:50:16 GMT

*ebay issued a refund still not received - since the 20th no way to contact them they should provide a customer service dept not automated as getting no where

Refund summary

Subtotal	£69.44
Item price: £66.63
Buyer Protection fee: £2.81
Postage	£2.45
VAT	£1.05

Total refund

£72.94

Re: Refund not received

tressygirl — Tue, 10 Feb 2026 17:54:02 GMT

There is a direct link now to Customer Services for a Call Back.

However, I strongly recommend contacting CS 8 a.m. on a weekday when the lines open for ' live agents' as then, there's more chance of Dublin answering.

This is the easiest and quickest way to contact eBay Customer Services, for a Call Back option.

https://www.ebay.co.uk/help/eua?id=5190

Lines open 8 a.m. - 10 p.m. on weekdays

9 a.m. - 6 p.m. on weekends.

Automated agents will be available on chat outside of the above hours.

@dopp2bkk

Re: Refund not received

sml192 — Tue, 10 Feb 2026 18:51:59 GMT

@dopp2bkk wrote:
*ebay issued a refund still not received - since the 20th no way to contact them they should provide a customer service dept not automated as getting no where
Refund summary
Subtotal
£69.44
Item price: £66.63
Buyer Protection fee: £2.81
Postage
£2.45
VAT
£1.05

Total refund
£72.94

How did you fund the purchase? If you used a credit card then it can take up to 30 days for the refund to appear in your account.