eBay

shoveem · ‎05-10-2025

I raised a case about a not received item bought on the 12th September. The courier says contact the seller, the seller ignores. The item is being returned to seller as non delivery and the seller knows this. Asked eBay for intervention and they put on hold till 5th October. On 5th October they have moved the date the 15th!

I have paid for this item and eBays price guarentee is not working. I do not have the item nor do I have the money that I paid.

How do I get this resolved. I cannot even ask the seller for my money back as there is no way to get in contact now

john1297576 · ‎05-10-2025

You say you opened presumably a NOT RECEIVED CASE, when?

How did you ask ebay to intervene and when? If case is opened correctly after the expected delivery date, then if no response from seller you escalate the case to ebay.

It could be that as under the money back guarantee, ebay refunds allowing seller to keep the money, but if item is being returned to seller, then it would leave seller with money and item and ebay out of pocket.

Another unintended consequence of ebay's badly thought out scheme to make money.

tommystrezures · ‎05-10-2025

Also on occasion ebay will extend case timelines if there is tracking in the system, it depends what that tracking says. At this point in time its all largely AI and Bot controlled you may need human intervention at some point in which case use this link:

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

shoveem · ‎05-10-2025

Thank you for responding

The timeline is as follows.

Purchased item 12 September, Dispatched 12th September.

Expected delivery 15th September

Notified seller that it was available to collect 24th September but did not notify me. When raised with courier as seller told me that I should contact them, told that I had to speak to seller. No response from seller.

25th September raised a case as I still did not have an item.

25th September case put on hold until 5th October

Finally given code to collet 26th September with instruction that had 36 hour to retrieve. By this time I was nowhere near home as it was substantially past expected delivery date.

28th September - email with sellers id received saying that item being returned to seller

29th September the item on the tracker showing that item has been receive at warehouse on its way back to seller.

5th October eBay again puts case on hold until 15th October

I waited a significant time for the item. I still do not have it nor am I getting any help or assurance from eBay regarding this. I followed the guidelines yet there is no way of showing the details of my side to customer service

shoveem · ‎05-10-2025

I tried that when they first put it on hold till the 5th October and they said there was nothing they can do until that date. I am caught in a doom loop.

red_magpie · ‎05-10-2025

eBays price guarentee is not working

eBay is entitled to extend the date where they thisn this is appropriate. I suspect that this will happen more often now that with simple delivery eBay and not the seller is responsible for the refund. We have already seen delays is deciding global shipping cases, where eBay is again responsible for item not received refunds.

When it's the seller who has to pay we often hear of cases being decided within minutes of being opened.

I agree with john 1297576 that eBay probably hasn't thought it out properly as regards to cost of refunds. How will they decide whether items were damaged in the post, or already damaged when sent? What will they do if the item is returned to the seller? How long will they wait to refund buyers who open a case when an item is just one day overdue? Will they just shrug off cases where the buyer also keeps both the refund the item when it arrives, as they do when the seller pays?

I can see a flurry of new conditions appearing when eBay itself starts to experience some of the problems that sellers have always faced.