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Help with Item Not Received
I ordered an item from the UK on Sept 4, 2024. The seller only shipped on Oct 2, 2024 with Royal Mail International Economy. I took that to mean surface mail because on the Purchase History page, it (still) lists this:
"Shipped (Untracked): Est. delivery Sun, Oct 6 - Sun, Jan 19"
On Nov 15, 2024, Canada Post went on strike. I contacted eBay customer service and was told different things by different reps. Some said I had missed the 30 days deadline even though the eBay Money Back Guarantee Policy page
says to wait until the
Earliest: Once the estimated or actual delivery/collection date has passed;
Latest: 30 calendar days after the estimated or actual delivery/collection date has passed.
Action | Time frame |
The buyer reports that the item hasn't arrived or was not available for collection Report an item that hasn't arrived | Earliest:
Latest:
|
Canada Post resumed operations on Dec 17. I contacted eBay on Dec 25 when there was still no sign of the item and I was told to contact the seller.
By Dec 27, there was still no reply from the seller, I contacted eBay again. Some reps told me I had missed the deadline even though the eBay Money Back Guarantee Policy clearly says otherwise.
One eBay rep told me to wait until Jan 20, 2025 to find the option to report item not received from the pull-down menu of the item on the Purchase History page (... BUT THERE WAS NO SUCH ITEM on the PULL DOWN MENU).
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After a careful review on your account, I found out that you have purchased the item on September 4, 2024 so you should have received it on January 20, 2025. Nothing to worry, you are fully covered as a buyer with our eBay money back guarantee and all you have to do to activate this is to file an item not received claim after the estimated delivery date.
For your convenience, I have provided the steps below on how to open a claim:
1. Go to Purchase history.
2. Select More actions beside your item and then I didn't receive it.
3. Tick the box beside I want a refund, or I want the item.
4. You have the option of adding a message to the seller..
5. Select Send request.
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I called eBay last week again and the rep said he'd put in a request but I have yet to receive any email or refund.
It appears that eBay's computer system doesn't track the "estimated delivery" date to apply its Money Back Guarantee Policy.
The item does not show up on the list of eligible purchases when I try to file an "Item Not Received" claim.
I don't even see where I can file an appeal.
There's clearly a glitch with the eBay's computer system.
Any help you can offer is much appreciated.
Thank you.
