Getting a refund

[jannettcollin_0]

I ordered a jumper from China. The tracking said it was posted, stopped at customs and then went back to them , reposted  and then delivered. I did not receive it. There was no e-mail saying delivery date or photo evidence of delivery. I contacted seller. They said that it had got lost in transit. They have offered me a refund, but they are asking me to close the case I have brought up with e-bay. When you look at the item on e-bay now it says Shop closed. The seller say s that I have to close the case as funds are frozen in the background? I do not understand this. Is that the normal way to get a refund? or am I being scammed. Surely if I close the case e-bay will say the matter is resolved and then there is no record if the seller does not give me a refund. Can anyone please help. Thanks 

[tressygirl]

No,  do not close the case,  once closed it cannot be reopened.

The seller has 3 days to refund you,  if they don't,  you escalate the case,  eBay step in and force the refund.

@jannettcollin_0 

[jannettcollin_0]

Thank you Tressy. How do I escalate the case. I messaged e-bay asking wether I should close the case They have not given me an answer, only said that they have received my message and  said that I can only ask them to intervene from 10/03/25 and there is no option to send them another e-mail until after that date

[tressygirl]

No, under no circumstance do you close a case early.

You also received the wrong information.

After opening a case for item not received,  it gives the seller 3 day to accept and refund you if they do not have tracking to show delivery.

Once 3 full days have passed,  and it's timed to the second,  the option to escalate will appear,  to ask eBay to step in,  and they'll force the refund.

@jannettcollin_0