How do I resolve an issue when the payment has been taken out but there is no record of an order?

Question

There is no order shown anywhere. I can't contact the sellere because I have no clue who it is at this point since I got no confirmation.

eastlaneave · Answer

@cakes2you

It sounds like you purchased the item as a guest.

To see the details, 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 view the Order Details or 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.

To print the Return label

1) Log Out of your eBay account.

2) Open the original Order Confirmation email and click on the Order Details link. This allows you to see the order placed as a guest, print the label, and complete the return process.