eBay help with order cancellation and refund

Question

Purchased an item that after the purchase found out it is not the same thing as the listing description. I reached out to the seller to confirm and they agreed it was not the same. I then went to cancel the order but the seller declined the cancellation. My order has been stuck in limbo for over a week. Seller is not responding to any of my messages. They are no further options available for this item in my eBay other than it keeps telling me the seller declined the cancellation. When I select a...

eastlaneave · Answer

@e-manard

The proper step now (since the seller isn't responding) is to file an item Not Received Case

I am sorry this happened.

eBay's Money Back Guarantee should apply: https://www.ebay.com/help/policies/-/ebay-money-back-guarantee-policy?id=4210

Here is how to formally request a refund of your full payment:

1) Look at your purchase history here: https://www.ebay.com/mye/myebay/purchase

- View Order Details

- Check the Estimated Delivery Date for your purchase, and

- Check the tracking for your purchase

When it is past the estimated delivery date (and there is no tracking, or the tracking doesn’t show that is close to delivery):

2) Open an "Item Not Received Case". You can do that right here by clicking on the photo of your item and following the steps: https://www.ebay.com/help/buying/-/reporting-item-didnt-receive?id=4042

(If it is not yet time for a case to be opened, it will give you the exact date after you click the photo.)

You will be able to select whether you want the Item or a Refund (request a refund)

-- You have 30 days from the estimated delivery date to open a case)

3) You can check the status of your case here:

https://www.ebay.com/help/ip?topicId=4667

The seller must respond within 3 business days to provide a delivery update, offer a replacement, or give you a refund. If the seller doesn't respond after 72 hours, ask eBay to Step In.

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If the item has shipped and arrives, you will open a Return Request

You should open a Return Request. The reason could be "Different from what I ordered > Didn't Match Description" if the item you get is not what was shown and described in the listing at the time you ordered it.

You can open your return request here. Just click the photo and follow the instructions.

https://www.ebay.com/help/buying/returns-refunds/return-item-refund?id=4041

-- You can check the status of your case here:

https://www.ebay.com/help/ip?topicId=4667

-- Here is a help page where you can learn more:

https://www.ebay.com/help/buying/resolving-issues-sellers/checking-status-request?id=4667

Do not close your return request until you either have your refund in hand or you have the replacement item. Do not close it because the seller promises you something.