Request for Assistance – Item Not Received, Case Closed Prematurely

[fla_46725]

Hello,

I opened an “item not received” case because I never received the item I purchased.

After the case was opened, the seller contacted me and I provided all the information they requested. However, the item was never actually shipped — even though the seller later marked it as “sent.”

I waited patiently, but 21 days have passed and eBay automatically closed the case. Now I can’t reopen it, and I still don’t have either the item or a refund.

Could you please advise what I should do next or help me reopen the case?

Thank you for your attention and help.

[**peaseblossom**]

If the case has expired you cannot open another one.   Contact your payment provider and ask about a refund or chargeback.

[jckl1957]

It is worth pointing out, for other members who might read this thread, that your case was not closed 'prematurely'.

Once you have opened a case, you have to be proactive. If the seller doesn't refund you, or prove delivery with tracking, you have to go back to the case and ask Ebay to step in.

After 21 days, with no activity, the case will closed.

All these conditions are published by Ebay, in your case:

After you report that an item hasn't arrived

The seller should update you on the delivery status or give you a refund.

After 3 business days, if the seller hasn't responded or you're not satisfied with their resolution, you can ask us to step in. We'll look into it and find a fair solution.

We'll keep your report open for 21 business days. After that, if there's been no activity, we'll assume everything is sorted out and close it. Once a case is closed, it can't be reopened.

https://www.ebay.co.uk/help/policies/ebay-money-back-guarantee-policy/ebay-money-back-guarantee?id=4...

[fla_46725]

What if the seller marks the item as sent again and I’m just waiting for it to arrive and it never does? Which is what happened. I got the item apparently sent twice and it just never arrived.

[jckl1957]

You did have some responsibility here.

Once you opened a case, you could reasonably have given the seller a week for the item to arrive but then you should have asked Ebay to step in.

As advised, try your payment provider.

Start a chargeback today and follow it up.