Ebay confirmed refund but I still haven't received the money back yet

[at16888]

Hi All, I order some medical masks in early Feb 2020 from eBay and paid with my credit card. Unfortunately the seller is probably a scam because he never replied to my queries and I never received my order. I opened a complaint to eBay about not receiving the order in early March 2020. Then I opened a case for refund claim in mid-March and eBay ruled the case in my favour. They confirmed they would refund me for my case at 17th March 2020 but I still have not received any money back to my credit card since then. 

Does anyone else have the same experience? Is there any way I can contact eBay via phone or email to get this resolved? Does it always take that long to receive refund?

[john1297576]

It does sound as though you were told what you wanted to hear.

Unless a case was opened with ebay, it is most unlikely that they would refund, and as it goes back to March the refund would have shown up long ago. March is 11 weeks ago.

As suggested open a not received case with Paypal and escalate after 2 days, but must be before day 20.

[at16888]

Hi, thanks for your comment. I did open the case with eBay and it was eBay who sent me a confirmation email at 17th March saying that I would get my refund. I made my credit card payment directly with eBay, not via Paypal.

[tressygirl]

Paypal still process your card payment and they process the refund. If you paid with a credit card it can take up to 30 days to appear back in that card account, as refunds go back to original payment source.

[jodymic]

Yep, having a similair issue with Ebay,  I recently purchased a treadmill from eBay, once dleivered it was not as described, they sent a different model, a worse model. I opened a case, the return was accepted but postage label/collection not sent to me, contacted seller to request this. The seller refused to pay for return even though proof was provided on several occasions and the owner admitted to using unclear terms to sale the product faster. So contacted Ebay, who said they can intervene at 8th day. I contacted them on the 8th day to be told they will message the seller advising full refund to be giving to me and for me not to return it and that I should receive refund within 48 hours and the case will be updated within 24 hours. This was great news , I checked after 24 hours for the case to be updated, nothing updated, so reconfirmed with ebay, they confirmed the above. waited a couple of more days, no payment received.

Chased Ebay who were utterly useless and neglefctful, they lied contionusly about they need to contact the seller and wait 5 days, then it was 10 days, back to 5 days, I said this has all been done, that they can intervene today, case was opned on the 17th june. Kept having to repeat myself. I decided to escalate to senior and the chat representative said he will contact me to a available supervisor, I said OK but also want a call then he said call 24 hours. I said fine speak on chat. was reffered to a supervisor, who I chatted with, and said one thing then went back on her word, she then left the chat without warning, sasked to speak to her again, they then said they cant connect chats, obviously they can because they did previously. Spoke to 5 other representatifves, who done the same and left the chat without answering my questions/resolution.

[jodymic]

Chased Ebay who were utterly useless and neglefctful, they lied contionusly about they need to contact the seller and wait 5 days, then it was 10 days, back to 5 days, I said this has all been done, that they can intervene today, case was opned on the 17th june. Kept having to repeat myself. I decided to escalate to senior and the chat representative said he will contact me to a available supervisor, I said OK but also want a call then he said call 24 hours. I said fine speak on chat. was reffered to a supervisor, who I chatted with, and said one thing then went back on her word, she then left the chat without warning, sasked to speak to her again, they then said they cant connect chats, obviously they can because they did previously. Spoke to 5 other representatifves, who done the same and left the chat without answering my questions/resolution.

[arkwebus]

A further thought/complication is that eBay used to take down a lot of these listings.  This meant that the seller disappeared from your eBay. EBay cancelled the listings and it was left to any buyers who had paid to make a claim through Paypal.  

I usually use my Paypal account.  Paypal pays the seller and helps itself in some way by direct debit to my bank.  I have just done a transaction using my CC and that does not appear on my statement. Any problems there then I have to ring Paypal.  

If you did pay direct [and I query that] then you can use section 75 but eBay cannot have been involved.  If you paid through PP then section 75 does not apply.

We'll get there in the end!

@at16888 

[arkwebus]

In the interest of research I have just bought something - [some chilli nuts would you believe] - you click on the checkout in eBay and it takes you to the Paypal screen where you simply enter [or have pre-entered] the Credit Card.  

There are - I believe - some large sellers who have the facility to accept credit cards direct. I have never used them and would not.  I want the protection of eBay and Paypal!

I am still puzzled as to how you opened this eBay case.   The "proper" way to do it is that you go to the resolution centre [link below] and open the case there.  You then may have to escalate the case and get a refund.  If it says that it's refunded then I cannot see how it would not be. 

If - however - you spoke to someone who told you that it was processed for you by them as @john1297576  says you "might" have heard what you wanted to hear or have "been told" what you wanted to hear.    

The funds go back onto the credit card that was used when the payment is refunded.   We are to a large degree fishing in the dark.  3 months has gone by and we are members like you so have no access to your account are are merely guessing

@at16888 

[at16888]

I did go through the "proper" way of opening the case from my eBay account, not talking or calling someone over the phone or online chat. I even received the official email confirmation from eBay stating that my refund would be processed within 48 hours. I have just sent a follow-up email via eBay Help centre regarding this refund problem. Will see how they respond. Thanks! 🙂

[arkwebus]

If you use a credit card it goes through and is handled by Paypal.  If you did pay a seller direct using a credit card you would not be covered by eBay's money back guarantee

@at16888 

@john1297576   [??  am I right ]

[at16888]

Thank you for your reply. How do you define "paying a seller directly using a credit card"? My whole transaction was completed via the eBay website using my VISA credit card.

[arkwebus]

I am a little surprised that you were able to deal with this through eBay.  Normally if they take the seller down then you have to use Paypal.  EBay has not had any phone contact for months [Covid],  There is no way to phone them although you may get live chat or they "might" call you.   Search "help and contact" above for options.

Did you actually open a non-receipt case with eBay's resolution centre [link below].  Did you escalate it?

The repayment goes back through Paypal to the credit card and can take up to 30 days to reappear.  

If the process has not - despite eBay's assurance - not gone through you can start a non receipt case with Paypal

@at16888 

[at16888]

Hello, thanks for your comment. I haven't seen the "live chat" function anywhere in my eBay but I will give a search.

I made the payment directly with eBay, not via PayPal.