Urgent issue with order 11-14621-14158.

Question

Urgent issue with order 11-14621-14158. I paid for this order over a week ago through PayPal via eBay. The payment is already confirmed on the eBay platform, and I even provided the seller with the PayPal transaction ID as proof. However, the seller refuses to ship the item because he says he wants to see the money reflected directly in his personal bank account first, which makes no sense because the payment was processed through PayPal/eBay, not through a direct personal bank transfer. The ord...

kathiec · Answer

@laroc3888851

You've evidently run into a new seller who doesn't understand that eBay holds the funds of new sellers for 21-30 days. But eBay clearly tells those sellers they need to ship as soon as the payment is made, not after the funds clear. While you can't send a link, tell your seller to Google 'eBay new seller payment hold' to learn about the policy.

If the seller still refuses to ship, look either in your purchase history or your confirmation email for the estimated delivery dates for the item. If you still haven't received the item on the day after the last estimated delivery date go to the item in your purchase history and click 'I didn't receive it' under More actions to open a Money Back Guarantee case. EBay will give the seller three business days to provide tracking showing the item delivered. When they don't, go back to the case on day four and ask eBay to step in. You'll get a full refund.

One of the best things a new member can do is acquaint themself with eBay's Money Back Guarantee:

https://www.ebay.com/help/policies/ebay-money-back-guarantee-policy/ebay-money-back-guarantee-policy?id=4210

kensgiftshop · Answer

@laroc3888851

A day after the estimated delivery date Ebay gave you, open an Item Not Received case.
Go to your purchase history and click I didn't get it in the menu next to the item.
The seller will have 3 days to provide a tracking number showing it was delivered or refund.
If they don't, return to the case on day 4 and ask Ebay to step in.

soh.maryl · Answer

Since you're fairly new here, maybe you didn't realize that you don't need to ask the same question more than one time. You can usually go back and read the previous replies.

laroc3888851 · Answer

URGENT HELP NEEDED – SERIOUS PAYMENT/SHIPPING ISSUE WITH EXPERIENCED SELLER (Item Number: 318285691896

I truly need guidance from experienced eBay members and sellers because this situation has already become completely unreasonable.

This item was fully paid over a week ago through PayPal/eBay. The order is confirmed as PAID on the platform, and the PayPal transaction ID was also provided directly to the seller.

Despite this, the seller still refuses to ship because he claims he wants to first see the money reflected directly in his personal bank account.

What makes this even more absurd is that this is not a new seller. This is an experienced seller with over 1,000 feedback. A seller with that level of experience should already understand how PayPal/eBay payment processing and settlement systems work.

As an international buyer, this creates a completely unacceptable situation because cross-border transactions already involve customs, international consumer protections, platform policies, shipping timelines, and legal responsibilities. Delaying shipment over a misunderstanding of personal bank settlement is simply not normal professional seller behavior on a platform like eBay.

What is even more frustrating is that official eBay support has been practically impossible to reach. Multiple attempts through the platform have resulted in no meaningful response at all, and there appears to be no clear way to speak directly with an actual human representative regarding urgent transaction problems.

At this point, I am respectfully asking experienced community members and sellers what the proper escalation path should be before this unnecessarily turns into a formal dispute and international consumer protection complaint.

Any serious guidance would be genuinely appreciated.

bdmh-enterprises · Answer

Unfortunately you seem to have bought from a new seller that didn't bother to learn how eBay works. If the item has in fact not shipped, you can request to cancel the order. If they refuse to cancel or ship you will have to wait until the last day of the delivery date you were given by eBay and put in a 'did not receive item' claim. The seller will have to show delivery or refund within 3 days or eBay will do it for them.

The system for this is automated, CS won't be able to do anything else.

house*of*paws · Answer

Hi @laroc3888851

Please STOP posting the same question on different Community boards. [I realize you are new and unfamiliar with how eBay works. 🙂]

The same people monitor the boards, so you are wasting your and other people’s time … and violating policy … by asking the identical problem on the same day before seeing whether you received answers.

We are NOT eBay. We are fellow buyers and sellers who volunteer our time helping other members. We do NOT know who your seller is and can NOT ‘resolve this situation immediately’. I’m sorry.

Could you please give us the Item Number of the listing so we can learn something about the seller and the item you purchased. [The Item Number has 12 digits with no dashes. It often is confused with the Order Number, which we cannot look up.]

eburtonlab · Answer

@laroc3888851

eBay is not here; this is a user forum.

If your seller is new to selling (and that sounds like it may be the case), then eBay will not pay the seller until after the item has been delivered, so if the seller delays shipping, that will only delay the payment further.

If the seller does not ship, you should be able to file an "item not received" case starting the day after the last estimated delivery date. The seller will have three business days to provide tracking that shows delivery or else refund you. If the seller does not cooperate, ask eBay to step in at that point to force a refund.

https://www.ebay.com/help/buying/returns-items-not-received-refunds-buyers/get-help-item-hasnt-arrived?id=4042&st=7

lady_madonna · Answer

The seller can NOT wait for the Ebay payout to their bank account. They MUST ship the item to you in order to be paid by Ebay. They sound clueless.

IF/WHEN the latest estimated date of delivery has already passed by at least 1 day, you have up to 30 days past estimated date of delivery to file a Refund Request:

Go to your My Ebay page >> Purchase history

Select “More actions” beside your item and then “I didn't receive it.”
Click the box beside I want a refund.
Select Send request.

If the seller does not respond to the refund request, after 3 business days you can ask Ebay to step in to help you.

Find the item in your Purchase History
Select See request details
Select “Ask eBay to step in.”

soh.maryl · Answer

First of all, when you post on this forum, you are contacting a very large group of fellow eBayers, both buyers and sellers, who volunteer their time to answer questions and offer help if possible.

Given that information, you can probably understand why, unfortunately, no one here can review your order manually, access your account through the order #, contact the seller directly and resolve the situation immediately.

It seems like you may be dealing with a new seller who doesn't know that new sellers can have their funds held, but that that does not preclude their going ahead and shipping the buyer's purchase. You may want to message them that information, which is probably included in the information eBay offers new sellers. If having the money to pay the shipping is an issue, eBay sometimes fronts the seller enough money to cover that.

Also, you have not mentioned an estimated delivery date. Once that date arrives, if the buyer hasn't received the purchase, an item not received case can be opened the day after that date. You might want to mention that fact to your seller. An INR case isn't good for any seller, especially a new one.

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