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Item did not arrive, but after opening a ticket...
Summary: ddcardscollectables shared their experience of ordering an item that did not arrive, prompting them to open a ticket with eBay. The seller responded quickly, and the item eventually arrived. However, eBay later issued a refund unexpectedly. ddcardscollectables sought advice on how to handle such situations fairly. rfmtm suggested canceling the case and recommended that the seller could send a PayPal invoice for repayment if necessary.
Hello community,
I had an issue with an order that did not arrive. I reached out to eBay and opened a ticket. EBay's standard is giving the seller 3 days to respond. The seller responded immediately and said the item was on it's way. The item arrived a few days later and I gave the seller positive feedback. I searched my account and did not see any where I could change the status of the ticket to recieved. I thought the issue was closed. Today, I noticed that eBay refunded me for the item and apologized for it not arriving. I am a fair person and did not want a refund, I wanted the item. What could I have done to prevent this? I am a seller as well, and do not like doing business this way. Fair is fair.
Please advise,
D&D Cards & Collectibles
mr_lincoln
Mentor2 weeks agoHi @ddcardscollectables
Since you also sell then you should be aware of the new Seller prtection eBay launched late last year:
If the following criteria is met eBay will reimburse you if the package is eventually delivered after you have refunded a Buyer through an eBay claim that they did not receive their package AND delivery is confirmed through tracking on eBay. eBay launched this new Seller protection in late 2025.
1. Seller prints the shipping label through eBay
2. Seller ships and gets a carrier scan within their Handling time
3. Buyer files a claim through eBay that they did not receive their package AND the Seller refunds the Buyer through the eBay claim
Now, your Seller may not know how the Item not received claim works and they may not have refunded you within the 3 day claim period. If not they got a strike on their account plus had the funds taken from them and given back to you.
If on the other hand the Seller did everything correctly and as described above they will be reimbursed by eBay. You however do not know any of that because you cannot see what the Seller did.
You can certainly try paying the Seller outside eBay as @rfmtm suggests but at the end of the day if you do that the Seller may or may not be getting paid twice for the item ...
rfmtm
Mentor2 weeks agoYou would go back to the case and clicked on cancel.
If seller didn't just give you a refund and/or made a claim to the carrier, they can send you a PayPal invoice for repayment.