Ebay customer services is useless

[masheduprs]

Today ebay closed an item not received case from 1st of April saying I had not responded within 21 days (last communication was on 31st of May 3 days ago)
Can they do this and refuse an appeal for refund of payment.
Any advice would be greatly appreciated thanks

[plum993]

If you do not not escalate an ebay case then they assume you received the item/resolved the problem so will close a case.

You do have 180 days to report an item not received with paypal if you log into your paypal account and report in there,but must escalate to a claim asap and within 20 days to qualify for a full refund.

[masheduprs]

There was no escalate tab, the person on the phone couldn't explain why there wasn't either, put me through to another department of customer service who put the phone down on us we call back they hang up again, call back again and ask for them to either open an appeal or close our account and they hang up again. These Indian call centres are giving eBay a bad name

[papso22]

There is usually no escalate option if you opened the case after the 30 day window from estimated delivery. When ebay says there has been no action, they don't count messages between you and the seller.

[john1297576]

You are supposed to Escalate to ebay for them to take over.

There is no need for messages backward and forward.

Failure to escalate and it is assumed that item has arrived and case will run out of time and close.

It would have paid to read and follow the instructions, however you have a second chance, open a Not Received Case with Paypal and ESCALATE after day 2 and but at the latest before day 20.