topic Re: Item not sent in Member To Member Support

Item not sent

karenh7067 — Tue, 03 Feb 2026 14:24:59 GMT

I bought an item due to be delivered 7th Feb, which was fine for me. The tracking trace says it hasnt been despatched yet so I contacted the seller to see if it would still be by the 7th and said no as they are currently unable to post it and have asked me to wait, with no timescale given. Does this seem ok?? I feel like I should be able to cancel it but not sure if I'd be able to get a refund?

Re: Item not sent

**peaseblossom** — Tue, 03 Feb 2026 14:28:11 GMT

You can ask the seller to cancel but if it's not a business seller they are not obliged to.

You have 30 days to open a case on ebay to get your money back. You can only do that after the estimated delivery date on the listing has passed. Then 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.

Re: Item not sent

karenh7067 — Tue, 03 Feb 2026 14:32:48 GMT

Thanks. So would that be 30 days after the 7th Feb I have to wait until?

Re: Item not sent

jckl1957 — Tue, 03 Feb 2026 14:39:07 GMT

You can open an 'item not received case' one day after the latest estimated delivery date.

If the date is 7th February, you can open a case on 8th.

The maximum timeframe is 30 days.

If you open a case, the seller might decide to get the item sent. If it doesn't arrive, you only have 21 days after the case has been opened for it to be resolved or Ebay will close the case in the seller's favour.

If the seller sends the item, don't close the case until your item arrives.

Re: Item not sent

tobiasd4 — Tue, 03 Feb 2026 14:39:09 GMT

If seller is not going to refund willingly, open case 1 day after estimated delivery date, escalate on day 4.

Case can be opened 1 - 30 days after delivery date, but better to do it ASAP.