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Impossible to report non-receipt of a package
Summary: depeco_0 expressed frustration about a purchase on eBay, where a used computer that was paid for was never shipped or refunded. After contacting the seller with no result, the deadline to open a dispute has passed, leaving the situation at an impasse. koalagris explained the steps and timelines for resolving the issue on eBay, and suggested contacting the payment provider for a possible remedy. depeco_0 is puzzled by eBay's refund procedure, insisting that the funds should never have been transferred since the item was never shipped.
Hello, I tried to buy a used computer last June on the site.
After paying for the item and waiting a week, I noticed that it still had not been shipped.
I reported the non-receipt and contacted the seller, who told me that the item had already been sold and asked me to close my order (which I can't do; it's up to the seller to cancel it).
I told him to do it himself since it's his job, and he never replied.
I had forgotten about this story, thinking that since the item had never been shipped I would naturally be refunded.
But now it's nearly 6 months later, and from the "purchase history" tab it is impossible for me to start a new procedure, or even to see whether my report was handled at any point. The order seems stuck "awaiting delivery" for eternity, my €320 were indeed charged but apparently were never handed over to the seller.
I tried to contact Ebay customer service by registered letter, with no response from them.
Impossible to reach them through the site, I would just like someone to take a look at this order to see how absurd the situation is and trigger the refund.
koalagris
Mentor2 years agoHello @depeco_0
The T&Cs are clear: 30 days from the estimated delivery date to open a dispute for non-receipt, and between 3 and 30 days after that to ask the site to step in for a refund.
you didn't do it: so the dispute was closed with no further action.
https://www.ebay.fr/help/buying/returns-items-not-received-refunds-buyers/obtenir-de-laide-pour-un-objet-qui-nest-pas-arriv?id=4042&st=3&pos=1&query=Obtenir%20de%20l%27aide%20pour%20un%20objet%20qui%20n%27est%20pas%20arriv%C3%A9&intent=objet%20non%20re%C3%A7u&lucenceai=lucenceai&docId=HELP1135
There is now no recourse left on eBay.
Check with the payment provider you used: PayPal, card, etc. to see if anything can still be done (on PayPal, for example, the dispute period is 180 days from the payment date).
Best regards
depeco_0
OP2 years agoBut it's insane, I opened a dispute, it was never resolved, the order is still in progress and the funds are therefore still blocked pending.
Only, indeed, I can no longer open a dispute on this order.
It's super frustrating, I see it there, pending in my Ebay profile while knowing full well that I will never receive the package in question. How come there's no automatic cancellation and refund process for orders pending shipment for more than 6 months.
koalagris
Mentor2 years agoYou need to understand that opening a dispute means opening the discussion with the seller to resolve the problem.
If that leads nowhere, you then need to ask ebay to step in to force the refund, and do so within the allotted time.
https://www.ebay.fr/help/buying/default/ask-ebay-to-step-in?id=4701
(correction: it’s 21 days, not 30)
There’s nothing crazy about that (what’s crazy is opening a dispute and then doing absolutely NOTHING afterward, because then you’ve missed the crucial step in the process), did you even read the procedure?
depeco_0
OP2 years agoObviously not well enough, I was in a rush and didn't think about it in the two days that followed, however I find this deadline quite short. What also bothers me is that in this story Ebay kept €320 that were entrusted to them for a transaction that is marked as "still in progress" and has been for 6 months now. The seller hasn't collected anything from that since the order is still blocked at the first step. And then does that mean an open dispute is automatically closed after two days, without any review obviously and without any possibility of reopening it?
koalagris
Mentor2 years agoWhere are you getting a 2-day deadline from???
Did you read nothing or understand nothing? 🤔
1) you have to ask the site to step in between the 3rd and the 21st day after the dispute is opened so that eBay takes the funds back from the seller's account.
2) if the buyer does NOT file a non-receipt claim by going all the way through the process, the seller keeps the funds, so it's absolutely not eBay that is holding the money today...
I don't see the point of going round in circles about a procedure you didn't follow and that you clearly have a hard time grasping, so I'll say it again: check with your payment provider to see whether they can offer you any recourse, because on eBay it's dead and buried!
Good luck with your steps.
depeco_0
OP2 years agoThe thing is that, precisely, my profile shows that the item HAS NOT BEEN SENT. The sale is still blocked on "pending shipment"; there is no reason for Ebay to transfer the funds to the seller before any shipment from their side. The situation right now is that I have an ongoing sale on my profile, which will ALWAYS remain ongoing and that I can no longer cancel.
At a push I may have worded it like this, "impossible to cancel a sale that will not go through" that would have been clearer.
I’m going to try anyway to see with my bank, but I doubt they can do much given the delay; however, I stand by it, the funds should not have been transferred since the platform was fully aware of the non-shipment.
koalagris
Mentor2 years agoYou need to understand that payment to the seller is NOT conditional on shipping (which can perfectly well be done without being validated on the site), cf T&Cs, is that any clearer now?
in case of a problem, it’s up to the buyer to open a dispute within the required time frame to get a refund (understand that eBay will then take the funds back from the seller’s bank account).
= Your reasoning is mistaken (because you don’t understand how the site works).
Why bother coming to ask on the forum if you refuse to take the answers into account?