order not arrived.

[rosiehomer]

I ordered and paid for a travel suit from a company in China,on the 15th of January 2020. Because of there spring holiday and there lockdown,they were unable to meet the eBay delivery date so they sent me a pair of socks,after several emails they told me that the suit had been sent and gave me a tracking number.It never arrived.after several emails they said they would supply me with another one it never arrived so I asked for a refund which I didn't get. I opened a case on eBay and was told to email the company which I did and didn't get a reply.there was nothing on the eBay site telling me what to do next.I thought that eBay would would take up my case when I didn't get a reply. But the closed the case, on contacting eBay and speaking to someone it was basically tough the case is closed. So I have not got my order and have lost nearly £100. I feel badly let down by eBay.

[rosiehomer]

That's fine, but the ebay site dosen't tell you how to escalate the case. I spent hours trying to find out what to do.

[tobiasd4]

It will say "ask ebay to step in"
You have do this yourself, it is not automatic.
As said, open paypal case & make sure you escalate, can't remember exact words.
If unsure always come here to ask, ebay CS will tell you anything to get rid of you.

[*knight-rider*]

Sometimes i swear these Chinese sellers all sleep with the same `book of excuses` under their pillows!
Firstly, you bought the item on 15th january and whilst i don`t expect stuff to arrive overnight, i think it fair and reasonable to expect it by 15th febuary, or at least the expiration date of an Ebay claim. I know there are things going on at the moment beyond everyone`s control, but i would`nt recommend waiting 3 months again.
They always come up with the same excuses, give it another week, we`ll send another one, remove the neg, we`ll refund, then don`t, it`s the dogs fault, the dogs blaming the cat and on and on we go 🙂
As advised, open a dispute in paypal and escalate asap, then see what excuses they have then!

[ruby*tuesday]

"So they sent me a Pair of Socks"

If the Seller entered that Tracking Number into the EBay Item Not Received Case you wouldn't have been able to Escalate the Case. You should have Opened an Item Not As Described Case to get a Refund.

[rosiehomer]

I spent hours on the site, looking for ways to do that and just couldnt find anything.I opened a case and was told by ebay to send a message to the company which I did there was no direction on how to escalate the case.
Yes lesson learnt .Don't use ebay again.

[tobiasd4]

That,s a bit drastic, most sales go fine.
Next time you know what to do or come here and ask, we are much better than ebay cs.

[rosiehomer]

I think I will just have to put this down to experience and except the loss. It's ok for people to say its my fault for not following procedures. But if you don't know the procedures , you got no chance. As you have all explained how to go about, if I ever have a problem again I will know what to do.

[pixiesen2012]

because you left it longer than 30 days to open the case you will not have been given an option to escalate because you were outside the ebay money back guarantee timescale

[pixiesen2012]

you are still within time to open a case through paypal

[rosiehomer]

so I have today (10th of june0 received an email from the company via ebay , offering me a full refund. however I am able to respond because according to ebay its gone past the 90 day limit and the email is invalid and It won't let me send a reply. anyway around that

[red_magpie]

I feel badly let down by eBay.

You haven't been let down by eBay. You've let yourself down by not reading and following the procedure set out in the user agreement.

EBay provides rock solid protection for items that are not delivered. All you had to do was to open a case within 30 days of the latest estimated delivery date, and if necessary escalate it after 8 days for eBay to step in to enforce a refund. If you don't do this, the case eventually times out and is closed automatically.

Anyway, lesson learned. The better news is that you can still file a dispute under Paypal's longer, 180 day buyer protection policy, see: https://www.paypal.com/uk/smarthelp/article/what-if-i-didn%27t-receive-my-item-or-it%27s-not-as-adve...

[tobiasd4]

You have 30 days from estimated delivery date to open ebay case for item not received, you must escalate within 30 days of opening or case times out seller's favour, Chinese sellers will make excuses so this happens.

You can try opening paypal case for item not received, escalate after 2 days, ignore seller stopping you doing this.

In future if you have to ebay case for anything, escalate on day 9 regardless of what seller says.

[rusticrye]

I'm afraid this is your fault, not Ebay's. Unless you use the tools that Ebay provides, and use them properly, Ebay can't help you.

So you're not caught out in future, read the 30-day Money Back Guarantee (on every listing, and in various other places across the site). When you do, you'll see that you have 30 days from the last delivery estimate on the order in which to open an Ebay case that you can escalate. You can certainly open a case after those 30 days, but for communication with the seller only - there will be no option to ask Ebay to step.

Ebay also provides information in the following areas for you to refer to when things go wrong:

The Resolution Centre (link at foot of any page).

The More Actions dropdown beside each transaction on your Purchase History page.

The Help pages with their integral search (links at top and foot of any page).

Fortunately, you have 180 days from purchase date in which to open a case in PayPal. The type of case you should open is not clear. It would normally be for Item Not Received, but if the seller has tracking proving delivery (which they may have as they sent you a pair of socks, something which should have rung alarm bells immediately) you will lose the case. So you may need to open a Not As Described case if an opened INR case closes in the seller's favour. If that's what you have to do, that will involve you having to return the socks, with tracking and at your expense, before you can be refunded.

Make sure you follow the case instructions to the letter. And do not close it on a promise. Just as here, if you close it, or it auto-closes as a result of you not following instructions, that's it - you can't reopen it or open another.

@rosiehomer 

[john1297576]

When you open a case on ebay, they do nothing unless you escalate within the required time frame. If you fail to escalate as far as ebay are concerned you have received your item.

I am sure that when you open a case there are plenty of instructions given as to what you shouod do next.

You must never expect ebay to act without instructions, you are in command, but you must do something, otherwise the case just runs out of time and closes.