eBay

jjjpppwww · ‎02-02-2025

Hello,

I bought a couple of pairs of gloves, and the seller used EVRI and needless to say, they are lost, I emailed EVRI, and they said they were lost, told seller and hey said I had to wait, until 30/1/25 so I sent a note to eBay to get my money back, but was told, I paid for them on the 19/1/25.

YOUR CASE IS ON HOLD

eBay Customer Service has placed the case on hold until 10 Feb 2025 to allow time to provide additional documentation.

The seller provided tracking information that shows the item is on its way to you. You should receive it soon.

If your issue is resolved, you can close this case without waiting for a response from Customer Support.

no they are lost, I paid, and why do I have to wait to get my money, OK this is a small amount, but what if you bought a car or something for hundreds or thousands of pounds, the truth is you cannot trust ebay anymore now to get you money, the put is easy, I paid, they never come, and now cannot get my money back.

m25jet · ‎04-02-2025

When you say that the item was lost, I take it you mean "lost" as in "lost in transit"? If so then you should have been able to escalate the case to eBay on day four if the seller failed to resolve the matter satisfactorily and eBay ought to have refunded your money in full. I have just had to do this earlier today in relation to an Item Not Received case that I opened last week, as the seller failed to resolve the matter after I asked him four times for a total refund. Given that the seller failed to resolve the matter and completely ignored my requests for a full refund I escalated the case to eBay this morning, the end result being that eBay Customer Service closed the case in my favour within twenty minutes, telling me "We didn't receive valid proof of delivery from the seller", at which point eBay refunded my money in full.

In the event that the item has been delivered, albeit to somewhere other than the address you provided to the seller at Checkout, then perhaps that would explain why eBay have told you that they have put the case on hold in order to allow the seller more time to provide additional documentation. If, however, the tracking only shows a partial update, as in my case, after which there was no further movement of the package at any point, then eBay ought to decide the case in your favour pretty quickly. If the latter of these two examples applies to you then you ought to contact eBay Customer Services as soon as possible and chase the matter up in order to get it resolved.

Should you decide to contact eBay Customer Services the best option would be to contact them via the link provided here https://www.ebay.co.uk/help/eua?id=5275&mkevt=1&mkpid and click on the blue button on the screen to ask for somebody to call you. The lines are open from 8:00am to 10:00pm from Monday to Friday, and from 9:00am to 6:00pm on Saturday and Sunday.

jjjpppwww · ‎04-02-2025

THANK YOU, BUT AS YOU SEE EBAY NOT A LOT HELP, IN FACT...

THIS IS FROM EBAY

eBay Customer Service has placed the case on hold until 10 Feb 2025 to allow time to provide additional documentation.

sml192 · ‎04-02-2025

Sometimes eBay will allow extra time if the tracking shows that the item is still in transit. What does the tracking actually show?

jjjpppwww · ‎04-02-2025

ALMOST A WEEK AGO
Wed 22 Jan 7:38 am At the national sorting hub

jjjpppwww · ‎04-02-2025

Sorry TWO WEEKS ago.

m25jet · ‎04-02-2025

@jjjpppwww wrote:

THANK YOU, BUT AS YOU SEE EBAY NOT A LOT OF HELP, IN FACT...

THIS IS FROM EBAY

eBay Customer Service has placed the case on hold until 10 Feb 2025 to allow time to provide additional documentation.

I can understand your frustration at eBay deciding not to take any further action until Monday 10th February 2025, but even so I still think it's worth requesting a phone call from eBay Customer Services and discussing the matter with them so that you have a decent chance to argue your case. The best option is to request a phone call as soon as possible after the lines open in the morning - that way you're far more likely to get a call from somebody in eBay's Dublin-based centre, as opposed to somebody in eBay's Philippines-based call centre, thus minimising the chances of having to speak to somebody who doesn't speak English as his or her first language, and who may therefore struggle to some extent when faced with the task of having to communicate in fluent English with a stressed-out buyer who is quite clearly annoyed and wants answers, not excuses.

In the event that you change your mind and decide to request a phone call from eBay Customer Services make sure that you have a written note of all of the essential information, such as the order number, the seller's User ID, and the main points that you want to ram home when you're speaking to the eBay representative so as to improve your chances of succeeding in persuading eBay to revoke the hold on the case and make a decision upon it sooner. From past experience I've found that in such situations if you say something along the lines of "If eBay can't sort this bloody mess out without stalling the case further I'll be using Amazon from now on" then it often panics eBay into making a decision sooner than would otherwise have been the case. At this point in time you've got nothing to lose by trying, and if you do decide to get forceful with eBay and really fight your corner then you may well end up with the case being closed in your favour sooner than it would be if you just gave up and waited for the ten day holding period to run out.

sml192 · ‎05-02-2025

@m25jet wrote:
@jjjpppwww wrote:
From past experience I've found that in such situations if you say something along the lines of "If eBay can't sort this bloody mess out without stalling the case further I'll be using Amazon from now on" then it often panics eBay into making a decision sooner than would otherwise have been the case.

I'm not sure that is the best advice. It might work occasionally but in my experience making demands and threats is usually a quick route to getting the phone put down on you. Far better to be firm but polite.

In this instance I think eBay are being quite reasonable in allowing more time for the item to be delivered before the seller is forced to refund, rather than refunding straightaway only for the item to then be delivered leaving the seller potentially out of pocket as they wouldn't be able to claim from the carrier and instead would be reliant on the buyer repaying voluntarily. If the tracking confirmed that the item was lost then it would be a different matter.

m25jet · ‎05-02-2025

@sml192: For clarification, I've only ever used the strategy of saying something along the lines of "If eBay can't sort this bloody mess out without stalling the case further I'll be using Amazon from now on" when all other options have been exhausted - including trying the polite approach - and I've been left feeling as though I have no other option but to use a more aggressive approach to resolving the problem, especially if I've been messed around by both the seller and eBay. Perhaps I've just been lucky in that the vast majority of the purchases I've ever made on the site have not led to me having to open an eBay case, but in the rare cases where both the seller and eBay seem to be playing Silly Buggers and behaving in an obstructive manner I've found that giving eBay a firm ultimatum has actually produced the desired result. Having said that, I've only ever had to do that a couple of times - maybe three times at the most - since I first opened my eBay account.

jjjpppwww · ‎05-02-2025

Hello, and thank you I do agree, but it is just a shame that we have to result to such things when we are just honest people, and this is the way we are treated and all the time it takes
Thank you for your wise words, they are not wasted on me, James