How do I get ebay to step in to get a refund or replacement from a seller? The item never arrived

[sbayley50]

I ordered an LP from a seller and it never arrived. The seller is refusing to give me a replacement or refund and when I go to the Resolution Centre, I get sent round in circles.

There may be a problem because a request was closed because I waited to see if the parcel came after the Christmas post had unjammed to see it it woud arrive. It hasn't so I contacted the seller again and they are refusing to follow ebay policy.

What can I do? 

[john1297576]

Why didn't you read the time limitations on all cases. Once over time the case closes automatically and you only get one chance. You should have escalated the case to ebay BEFORE it ran out.

[rusticrye]

The entire system is automated. Closed cases can't be reopened, and you can't open another, so Ebay can't help you. Closing a case tells the system that the issue has been resolved to your satisfaction.

You will have to open a not-received case in PayPal if that's how you paid, or with your card provider.  You have 180 days from purchase date with PayPal, and similar with most major card providers.

@sbayley50 

[m25jet]

If you've already opened a case in the eBay Resolution Centre then unless it was an Item Not Received case, which you can get switched to an Item Not As Described case if the item subsequently turns up but doesn't match the description, then you will not be able to open another case in the eBay Resolution Centre.  If the first case was an Item Not Received case then contact eBay Customer Services and ask if you can get the case switched to an Item Not As Described case, explaining the reasons for the request.  To contact eBay Customer Services scroll right down to the bottom of the page and click on the Policies link.  When the Policies page loads up scroll right down to the bottom of the page and click on the mobile phone icon next to the words "Have Us Call You" and you will receive a phone call from an eBay Representative shortly afterwards.

Once you get a phone call from an eBay representative give him or her the item listing number relating to the item and explain the circumstances surrounding the case and ask if an Item Not As Described case can be opened in relation to the matter.  If you get a decent eBay representative then he or she may be willing to do this for you.  If the eBay representative does indeed open an Item Not As Described case for you in relation to this transaction then if the seller has still not resolved the matter after three business days then escalate the case to eBay on the fourth day and ask them to step in and make a decision upon the matter.  In that scenario you would more than likely end up receiving a total refund of the money that you paid for the item.

In the event that eBay refuse to open another case in relation to this transaction then you will have to use the second option.  This involves logging into your PayPal account, locating the transaction in question and opening an Item Not As Described case with PayPal.  PayPal allow buyers a maximum period of one hundred and eighty days from the date of payment during which to open a case, so you should have plenty of time.  PayPal tend to investigate matters far more closely than eBay do, so you've got a decent chance of getting a satisfactory result from the case if you do have to go down the PayPal route.  However, if you do have to open a PayPal case then make sure that you escalate the case to PayPal after two days but before the twenty day cut-off point.  If you do this then you should be able to secure a 100% refund of the money that you paid to the seller.

[fargvs]

Only if out of time for an eBay case should you open a 'Not received' case with PayPal now ... escalate the case within 2 to 20 days and continue to completion >

https://www.paypal.com/uk/smarthelp/home

https://www.paypal.com/uk/smarthelp/article/what-if-i-didn't-receive-my-item-or-it's-not-as-advertis...

[babylax1]

you won't be able to open the same case again.

The best thing to do is ask for tracking and call ebay to explain what has happened.

They will check the tracking to see if you received it but they may say to try and work it out with the seller.

It may be worth trying though.