Case closed but never received my laptop. delivered to wrong address

[soka2592_cyri24]

Hi everyone,

I need some advice on what to do next because I’m completely stuck.

I bought a laptop on eBay, and the order was marked as delivered on the 2nd of October. However, I never received anything. I reached out to the seller straight away, and they said they would contact Royal Mail because it looked like the parcel was delivered to the wrong address.

The proof of delivery photo shows a small letter-sized package, definitely not a 4kg laptop box. The seller stopped responding after a while, even though I kept asking for updates.

So I contacted Royal Mail myself they said they would investigate, and I waited another 10 working days. After hearing nothing back, I called them again, and they told me the seller is the one who needs to open the investigation, which makes me think the seller never actually did anything.

I then opened a case on eBay and eventually asked eBay to step in, but they closed the case because the item shows as “delivered,” even though:

• The delivery photo clearly shows a small letter-sized parcel, not a laptop.

• On the day of the supposed delivery, I even spoke to the Royal Mail delivery person, and they confirmed they had no parcel for me.

• Royal Mail has now completed their investigation and confirmed the seller sent it to the address shown on the delivery photo — which is not my address.

I have proof of all this (Royal Mail confirmation, delivery photo. I still have no laptop, no refund, and no proper response from the seller or eBay.

What can I do now? Is there any way to reopen the case with eBay, or do I have to go through my bank/PayPal? Any advice or similar experiences would be really appreciated.

Thank you in advance.

[roger_roger_over_and_nowt]

If you paid through debit or credit card you can try your payment provider and maybe initiate a chargeback.

[soka2592_cyri24]

would that be safe todo with eBay, can they block my account for doing that?

[style_wise · Accepted solution]

If this were me, I would get eBay to call me after 8am tomorrow:

https://www.ebay.co.uk/help/eua?id=5275

and would keep it simple by focusing on point #3 - RM tracking shows that this was sent to an address that is not my address. eBay has refunded me in similar situations.

I would also add the Seller to my Blocked List, and leave appropriate feedback. Something like 'unsatisfactory transaction' is good if you are not familiar with the ins and outs of the eBay Feedback Policy.

[soka2592_cyri24]

Thank you I'll give that a shot. However I've already opened a case with my bank about the transaction but do you think it is still worth reaching to eBay at this point or wait for the bank to hopefully sort this out? Is there any UK link you might be able to provide please for either live chat or phone request?

[*guinevere*]

If you have opened a charge back with your bank you should stick with this. Going to ebay or Paypal now will automatically close any other cases you have opened.