How can I return an item when I have not received it?

[rose789dolphin]

Hello Forum Members

I have contacted an eBay support agent, today, about a problem I have with an item that was not delivered.  I now have some further questions.

 I ordered a pendant plus a bracelet and necklace from the same supplier on 14/02/2021.  At first, the orders didn't arrive on the due date; seller said the delay was due to Covid in India (items came from Jaipur).  After waiting a bit longer, I received a package on 03/03/2021.

This package contained only the necklace, bracelet and earrings (I had not ordered the earrings).  Looking on my eBay purchase details, it said the pendant had been delivered but it was definitely not in the package.  I thought they'd put the earrings by mistake.

I contacted the seller, they said the earrings were a free gift and the missing pendant was still on its way.

After waiting a few days longer, the pendant has still not arrived.  I have asked the seller, several times, for tracking details but they don't answer my messages.

I asked eBay to step in and help, they reviewed my claim but say it looked like the item was delivered or on its way.  I appealed saying the item was still not received and I could only trust seller's word they'd sent it, no proof, no tracking but eBay decision still stood on 12/03/21.

Have contacted eBay rep today, the have requested the seller sends a shipping label for me to return the items I have received for a refund (bracelet and necklace).  But I need a refund for the pendant (cost £35.15 plus £5.20 postage).  How can I return a item I haven't received for a refund?  I did not think to ask the agent about this.

 I did pay for this item via PayPal with my Visa Debit card, would it be possible to make a claim with PayPal?  The transaction does not show in my activity with PayPal.

I have a feeling this dispute may drag out longer than necessary because of the confusion with my purchase history saying the item was delivered when it wasn't.  Also, I don't trust the seller.  I would be very grateful if members could advise me on this.  Many thanks.

[ruby*tuesday · Accepted solution]

You needed to open a Case for Item Not As Described - you didn't Receive the Pendant. Did you do that?  You then Return the Necklace and the Bracelet using Tracked Postage and add the Tracking Number into the Case. You can do what you like with the Earrings sent as a gift. Once the Tracking shows Delivered or Attempted Delivery back to the Seller your Refund should be automatic through the Case. 

[rose789dolphin · Accepted solution]

I managed to contact an eBay agent and they suggested claiming a tracked return label from the seller. The seller responded saying they were in hospital. They said to wait five days longer for the item to arrive and they would provide tracking number once they were discharged from hospital. Seller has now sent me the tracking number and I am still waiting for the goods. They are asking me to remove negative feedback and close the case but I need to receive my order first. I still don’t have an explanation for why the item was not in the first package when it was marked as delivered. Will have to see what turns up.

[ruby*tuesday]

The Seller is messing you about. Just Escalate the Case and ask EBay to Step in. They will either provide the Label or just Refund you from the Seller's Account without you having to Return anything.

[rose789dolphin]

Thanks for your reply. The seller sent me a tracking number. The item had not been posted until 20 March in Jaipur. It was not on its way when the seller said it was. My item has now reached New Delhi. I will have to see if it turns up in next few days. Will want refund if it does not. Seller wants me to close the case and remove negative feedback but I won’t until I’ve received what I paid for. Is it possible to open another case if eBay closes it in the meantime?