Item not received. Selected cancel instead of refund.

[ghostgremlins]

Hi there,

Just wondered if someone can help. I paid for an item. A week later I asked seller if they had a tracking number. They said they had a fault with their clutch so haven't sent it but would the following day. The next day came and went. No tracking number and no reply from seller when I asked if they managed to send it. I clicked on request a refund. I think I should have complete an item not received. What should I do now?

[**peaseblossom** · Accepted solution]

See if you can select "Report an item you didn't receive" on here:
https://www.ebay.co.uk/help/buying/returns-items-not-received-refunds-buyers/get-help-item-hasnt-arr...

If so escalate it 3 complete working days later to get a full refund.     If not contact ebay about it tomorrow using callback on here:
https://www.ebay.co.uk/help/eua?id=5275&mkevt=1&mkpid

[ghostgremlins]

I clicked on cancel item. But I think I should have clicked on "Report an item you didn't receive". So now I don't have any option as the pending cancel thing is in place. I need to call ebay don't I?

[tressygirl]

A buyer can request a cancellation , but the seller does not have to agree.  Bit silly in this case for the seller to refuse if the item is faulty,  or perhaps they fixed it?

Either way,  you need to wait for the last estimated date for delivery,  it is only eBay's estimate, and  not a definite date,  so worth waiting a couple more days,  then if the item does not arrive,  proceed this way:

If the seller is not being helpful,  go right of the item purchased,  and from More Actions select....  I Have Not Received My Item.

If you are not fully refunded within 3 days,  you must escalate the case on day 4 or within 30 days from opening the case,  and eBay will step in and force the refund.

Do not close the case early for any excuse or promise the seller may give,  and do not forget to escalate.

@ghostgremlins