How do I re-open a case for "Item Not Received" that is past 90 days?

Question

I ordered an item in early July that has not been received and according to USPS tracking, has not been delivered. The tracking number showed some movement suddenly in late August but nothing since and it is now late October.

I originally opened a case on about Aug 10th with the seller for "Item Not Received" but ebay closed it after 21 days due to "no activity after 21 days".

The seller asked me to reopen the case and seems willing to refund.

I am unable to reopen the case via the UI or the AI/chatbot assistant as it only shows me my last 15 purchases over the previous 90 days.

Any ideas for re-opening the case or escalating to human?
Thanks in Advance!

lisa5768 · Accepted Answer

@owsc

Once a case is closed you can not re-open it or open a new one on eBay.

After 90 days the seller will not be able to refund you through eBay, they would have to send you money directly via a cash app option like PayPal. You can exchange contact information through messages on the order. If they are unwilling to do that you would have to open an item not received refund with your payment source.