My moneys been stolen - Please help!

[swappy-shope]

On June 25th I opened a refund case for an item I did not receive, waited for the 3 day to pass mark, to further esculate the case to Ebay (since I did not hear back any further communication from the Seller about recieving my refund, and just ghosted me) but the system did not register that my case was elligible for esculation even though it went past that threshold for esculation on the 29th.

It kept sending me back to my case history page at the time, so I was unable to access it to  esculate my case to ebay.

I waited for ebay to contact me, of when my case was allowed to be taken further. Only to be now notified they closed my case early at 21 days later 🤔, even though they stated cases only get deactivated at 30 days of inactivity.

This is horrendous because, as I check the Sellers feeback page, the same Seller has pulled the same trick on someone else, cancelling their order and not sending their parcel.

I can't even report this person as my case is now closed.

What do I do now?

How do I get my money back?

[papso22]

Your dates seem odd, but if your ebay case is closed then your funding source is your only remaining option for a claim.

Did you open  the claim within 30 days of the expected delivery date?

[toolboss15]

One good reason I use PayPal, far better to do any disputes or issues through them and you have more time. I found that eBay do not come back on my disputed things to PayPal, even when I wanted a partial refund, PayPal awarded the whole amount. So this makes a mockery of buyer protection that eBay has put in place.    

[tommystrezures]

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@toolboss15 wrote:

 So this makes a mockery of buyer protection that eBay has put in place.    

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Unfortunately thats very poorly worded spin by ebay, there is no buyer protection with buyer protection fee. That fee only covers things like secure transaction payments, contacting customer service 24/7 (which you cant as its the same as before) or a private seller getting paid once an item has been delivered.

[jckl1957]

If there is no activity on a case for 21 days, Ebay assume the case has been resolved and close it.

You have 30 days to open the case, but the deadline has always been 21 days.  Ebay don't notify you that you are now able to escalate your case.  As a buyer with an open case, you have to be proactive, check after a few days, and contact Ebay Customer Services if the system doesn't seem to be working properly.

If you opened your case in MAY 2025, you should have been able to ask Ebay to step in on 30th, that is, after three complete business days, as May 26th was a UK bank holiday.

As advised, you can contact your payment provider and open a case through them.

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

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.

[forestfeline62]

your dates in your post are odd it is only 28th today but you mention 29th ,did you mean may ,if so you may have waited too long to open a case if you started it june 26th 

[lookinpandorasbox]

All you need to do is open a paypal case,which you can do in paypal's resolution board.Your payment will be protected outside ebay's dispute time frame.Paypal will protect payments for up to 180 days.Just log  into paypal and open an item not received case,and kindly provide any relevant documentation and they will look into it.

[jckl1957]

Why do you think the OP used Paypal for this purchase?

[*guinevere*]

Paypal have a 30 days' limit to open a case, the  same as ebay so there would be no point opening a Paypal case if you are beyond the 30 days.

[hettsville]

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@*guinevere* wrote:

Paypal have a 30 days' limit to open a case, the  same as ebay so there would be no point opening a Paypal case if you are beyond the 30 days.

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That's not quite correct. 

It's true that PayPal only allows 30 days for a not as described case but they still allow up to 180 days for a not received case.

[hettsville]

It's too late to get your money back from eBay.

But as stated previously if you paid by PayPal then open a not received case with them.

If you paid by debit or credit card dispute the transaction with your bank or payment provider.

[*guinevere*]

@hettsville 

Thanks for the correction, I'm always glad to be corrected when I get things wrong.