Locked
Discussions in this board are limited to the original poster and Community Mentors
Seller Refuses Cancellation but Has Not Shipped the Item
Hi, I need help with an order. The seller rejected my cancellation request two weeks ago, but they still have not shipped the item.
I have already called eBay twice, but I have not received any clear solution. I do not understand why the seller can refuse the cancellation while also not shipping the order.
What should I do now? Can eBay cancel the order and issue a refund, or take action to resolve this situation?
Thank you.
3 comments
eburtonlab
Mentor1 week ago@arago-9967
If the seller neither ships nor cancels, file an "item not received" case starting the day after the last estimated delivery date, or up to thirty days after that date. The seller will have three business days to provide tracking that shows delivery or else refund you. If the seller does neither, you have up to twenty-one business days to ask eBay to step in and force a refund. After that, the case is automatically closed without a refund, and eBay can no longer help.
https://www.ebay.com/help/buying/returns-items-not-received-refunds-buyers/get-help-item-hasnt-arrived?id=4042&st=7
If you have waited too long to start a claim or to ask eBay to step in, you may still have recourse through your payment method. Many credit cards offer some protection for items that are not received for up to six months from the date of purchase.
arago-9967
OP1 week agoThanks! EBay told me they can step-in one week after the order date. However, I’ve talked to them today and no solution. What’s clear that something does not work if I have to wait one or two months to get my money back and doing dozens of claims. This does not happen in Amazon or other serious platforms.
eburtonlab
Mentor1 week agoYou have to wait until the day after the last estimated delivery date shown at the time of purchase to start an "item not received" case on eBay. You can act sooner in certain situations -- such as if the seller is removed from eBay.
Keep in mind purchases made on eBay are not fulfilled by eBay shipping stock from a warehouse; they are individual transactions made with individual sellers. There are all kinds of sellers on eBay, good and bad and in between. You should strive to do business with experienced sellers that have a proven history of delivering what they describe, and avoid new or inexperienced sellers that lack such a history.