Multiple attempted deliveries - no response from seller and no option to ask eBay to step in under my purchase? | Ask a Mentor

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Multiple attempted deliveries - no response from seller and no option to ask eBay to step in under my purchase?

Summary: tess.slatk returned an expensive item due to personal reasons and faced issues with the refund process, as FedEx attempts to deliver the item to the seller, who hasn't responded. Other participants suggested waiting a few days due to a potential holiday and advised on eBay's procedures, like checking for the option to 'ask eBay to step in'. mr_lincoln provided detailed instructions on contacting eBay and emphasized the importance of using official return claims. tess.slatk followed advice to message the seller with the tracking information, while monitoring the situation.

I’ve returned an expensive item (over $750) because I no longer wanted the item. I sent it back without opening the box only a few days after delivery and well within the 30 day return timeframe for my full refund/money back per the item listing.

FedEx has attempted to deliver Thurs, Fri and Sat on this past week with no success to obtain a signature for delivery. How will I even receive my refund if FedEx is unable to reach this seller? They haven’t responded to my messages, and I’m getting deeply concerned I won’t receive my refund.

I don’t see the option to ‘ask eBay to step in and help buyer’ under my purchase either for some reason? Please share any advice about whether I need to wait longer, or if I need to call eBay to discuss this situation.

tess.slatk

11 View listings

Posted Sep 6, 2026 at 11:59 PM · Edited Sep 6, 2026 at 11:59 PM·Last reply Sep 7, 2026 at 2:28 AM

9 comments

mr_lincoln

MentorSep 7, 2026 at 12:52 AM

5086 View listings

Hi @tess.slatk

-First, you did not indicate if you used an official eBay return claim?

-If all you did was ship the item back to the return address on the Seller's original label the Seller is under no obligation to refund you even if they eventually receive the item.

-If you returned it outside an official claim there is no place to ask eBay to step in because they are blind to what you did.

-Did you message the Seller with the tracking number?

tess.slatk

OPSep 7, 2026 at 2:13 AM

11 View listings

Hello, thank you for your response! Apologies for the lack of info - this is my first time connecting with Community Mentors.

I initiated the refund through the eBay purchase directly, which either the buyer or eBay themselves approved. The FedEx QR code was provided for drop off, and the tracking was auto-uploaded into the purchase details once it was sent back. I’ve followed your instruction to message the seller with the tracking ID as well, as I hadn’t done so before!

mr_lincoln

MentorSep 7, 2026 at 2:28 AM · Edited

5086 View listings

@tess.slatk

Thank you ... so it sounds like you filed an official eBay return. eBay may view the attempted delivery or attempt to get a signature the same as a successful delivery. Go back to the claim and see if their is a link to Ask eBay to step in. Since this is a holiday weekend the Seller may be given more time to respond so I would suggest waiting until Tuesday to pick this back up.

Also keep an eye on the FedEx tracking history to see if they wind up returning the item to you.

To reach out to eBay, and again I don't advise doing this over a holiday weekend, you can try these options:

Here's how to contact eBay general customer service.
1. CLICK THIS LINK:

https://www.ebay.com/help/contact?type=ContactUs&topicId=4000

2. Select a category that best matches your problem.

3. Answer the chat bots question by stating what you need help with. Be brief when you reply to the chat bot.

4. Type AGENT (you may have repeat steps 3 and 4)

5. Request a call back or live chat. (Note that the contact options vary depending on the topic and staffing availability)

Monday to Sunday 5:00 am to 09:30 pm PST

3. Or you can also contact customer service by sending a PRIVATE message on social media. Customer service verifies your identity before responding.

https://www.instagram.com/ebay/

6am to 6pm PST

lady_madonna

MentorSep 7, 2026 at 12:48 AM

Volunteer Ebay Mentor1040 View listings

Did the seller approve your return request and provide the return shipping label or did you have to pay for the return shipping?

Did the listing indicate that the seller accepts returns outside of the Money Back Guarantee?

tess.slatk

OPSep 7, 2026 at 2:14 AM

11 View listings

Hello, thank you for your response! Apologies for the lack of info - this is my first time connecting with Community Mentors.

I initiated the refund through the eBay purchase directly, which either the buyer or eBay themselves approved. The FedEx QR code was provided for drop off, and the tracking was auto-uploaded into the purchase details once it was sent back. I had to pay for shipping with the eBay approved return. I’ve attached a photo of the refund info from the listing for further info!