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Charged but order not showing
I purchased an item as a guest and I was charged on my bank account, but no order information received, and the item is still available for purchase. How can I resolve this? Customer service is not helpful. I can't get in contact with an agent or dispute form.
5 comments
eastlaneave
Mentor8 months ago@vesplic0
To start a return request or report a problem with an item you bought as a guest, you'll need your order confirmation email. This is the email eBay sent at the time of your purchase with all your order details. The subject line starts with "Order Confirmed".
If you don't have that email, you can request another copy of the order confirmation email on this page:
LOG OUT OF YOUR eBay Account first, then
https://www.ebay.com/help/buying/returns-items-not-received-refunds-buyers/returning-item/returning-items-bought-guest?id=4065
Once you have the email, you can follow the process on the above page to talk to the seller.
You can open an Item Not Received case
1) Select View order details in your order confirmation email.
2) Select Item Not Received
3) Follow the steps
You can open a Return Request (to get a return label)
1) Select View order details in your order confirmation email.
2) Select Return item.
3) Select your reason for the return and select Next.
4) You can add a message to the seller and also upload up to 10 photos showing the item's condition.
Select Confirm return.
vesplic0
OP8 months agoI didn't receive any confirmation email.. I talked with eBay agent and with the seller, non of them has any history of my order, it was never made, but I got charged and it's still pending on my bank account. eBay isn't able to unauthorized the transaction, so I have to see whether it gets posted then I can dispute.. agent said that failed order should automatically refund/ cancel the transaction. We shall see in a few days. Anyway I got charged a larger amount and I'm not happy about my eBay experience at all. It was difficult to get into the talk with a real agent and customer service isn't really intuitive. Lots to improve
eastlaneave
Mentor8 months ago@vesplic0
Did you follow this process to get another copy of the email?
If you don't have that email, you can request another copy of the order confirmation email on this page:
LOG OUT OF YOUR eBay Account first, then
https://www.ebay.com/help/buying/returns-items-not-received-refunds-buyers/returning-item/returning-...
vesplic0
OP8 months agoThere was no order created, there is no confirmation number, no email, I still got charged, I had a call with an agent and talked to the seller.. I ordered as a guest, created my account afterwards to resolve the issue. There is no purchase, no order on my account. The item I paid for is still available in listing..
eastlaneave
Mentor8 months ago@vesplic0
You get the email by going to that page and following the instructions, did you try?
An item bought as a guest can't be managed as part of an account. You must log out of your eBay account and request the email.
I understand the item is still active. The seller may have more than one of the same item.
If you don't want to retrieve the email, your only choice is a Credit Card chargeback. You can't file a dispute with eBay unless you follow the steps to get the email.