How do i escalate case

[val9062]

I placed an order 6 weeks ago. The seller then said they did not have what i had ordered and was offered an alternative. This never arrived. I opened a case as refund never came. Case opened on 10th august and is still pending. Is there a way i can escalate this. Thanks

[m25jet · Accepted solution]

Given that it's now thirty-five days since the case was opened you should have been given the option to escalate the case after eight days.  Therefore, Wednesday 19th August would have been the first day that you had to escalate the case to eBay, but given that it's been more than thirty days since the case was opened it's probably timed out.  If that is indeed the case then open a case against the seller via PayPal, making sure that you escalate the case to PayPal after two days but making sure that you escalate the case before the twenty day cut-off point.  If you do not escalate the PayPal case after twenty days then you will not be able to open another case, although if you do escalate the case to PayPal before it expires then you should be able to get a total refund of the money that  you paid for the item.

[rusticrye]

You have 30 days from the delivery estimate on the order in which to open a case that you can escalate. After that, opened cases are purely for communicating with the seller. If you never saw a date on which to escalate (the date will have been set for 8 full days after opening), then you must have opened the case too late for  Ebay to help you.  That would explain why it's still open - an escalatable case would have auto-closed in the seller's favour after 30 days of inaction on your part.

You will have to open a case in PayPal now. You may have to close the Ebay case first, though, as you can't usually have both open at the same time.

So you're not caught out in future, read Ebay's 30-day Money Back Guarantee. It's on every listing, and in various other places across the site.

@val9062 

[val9062]

Thank you for the info. Will now know for the future.

[**peaseblossom**]

Cases are supposed to be escalated within 30 days of starting them.   You're past the deadline but have a go anyway.  Go to the return case via the link on the ebay message or in Resolution Centre, click on Case Details > Respond to Case > Escalate This Case > Submit.