Item not received, seller refuses to reimburse or replace, unable to start refund claim via eBay

Question

I ordered an item (order number [Removed by moderator]) on 18 November 2025. Expected delivery date 9 January 2026. Mid-January, I contacte the seller

[Removed by moderator]

and asked about the item he shipped with tracking number NÃºmero[Removed by moderator].

Seller refused to refund the item or to send a new one.

I have been trying to work with eBay to open a refund claim - whereby the seller has three days to react, but the links that the Geo chatbot send do not work. The bot also recommends to call via Skype - which has been discontinued.

How can I get the complaint logged so that I can get either the item I purchased or a refund?

eastlaneave · Answer

@sta296109

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 doesnâ€™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

-- 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.