eBay

reformer-83 · ‎18-02-2025

Hi. I purchased two items from a seller and he/she has since disappeared and is 'no longer on eBay'. How do I let eBay know that the seller no longer exists and I would like my money back. I have contacted the seller but they are no longer there.

reformer-83 · ‎22-02-2025

Thank you to everyone who replied. All replies were so helpful and I am going to get a refund.

View solution in original post

**peaseblossom** · ‎18-02-2025

eBay will have suspended the account so they know. You can try a "not received" case after the estimated delivery date on the listing has passed. 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...

But usually when a seller is suspended you cannot get a refund through ebay. You need to contact your payment provider and see if they can help.

red_magpie · ‎18-02-2025

I take it that you're still within the 30 day time limit to use eBay's money back guarantee?

If so, try to open a money back guarantee case in the usual way, see https://pages.ebay.co.uk/ebay-money-back-guarantee/

If this doesn't work because the user is no longer registered contact eBay customer support: https://www.ebay.co.uk/help/home

They may be able to open a case on your behalf. If they can't, could you let us know. There's always been a bit of uncertainty about what happens in this situation, but I'm not aware of anything in eBay's money back guarantee policy to justify eBay not honouring it because they have suspended the seller.

reformer-83 · ‎18-02-2025

Hi

Thank you for your advice. The delivery date has not passed and I have issued a report and complaint with eBay and they have replied to say they are looking into it. As eBay are holding the funds until I receive the goods, they should refund me as I will not receive the goods. They can't have paid the seller as I have not received the goods.

reformer-83 · ‎18-02-2025

Thank you for your reply. 30 days have not passed, only about 5 days.

I have opened a case which they are reviewing. As they have my money and have suspended the sellers account, they should pay the money back to me as I will not receive the goods.

Thank you

tressygirl · ‎18-02-2025

@reformer-83 wrote:

Hi

Thank you for your advice. The delivery date has not passed and I have issued a report and complaint with eBay and they have replied to say they are looking into it. As eBay are holding the funds until I receive the goods, they should refund me as I will not receive the goods. They can't have paid the seller as I have not received the goods.

One day after the item's last estimated date for delivery contact eBay again as I do not think once a seller has been removed by eBay you cannot yourself, manually open that case. eBay need to do this for you.

This is the easiest and quickest way to contact eBay Customer Services, for a Call Back option.

https://www.ebay.co.uk/help/eua?id=5275&mkevt=1&mkpid

Lines open between 8 a.m. to 10 p.m. on weekdays.

9 a.m. to 6 p.m. on weekends.

I recommend contacting CS very first thing in the morning, when the lines first open, as there's more chance of Dublin answering.

@reformer-83