What Should You Do If You Received Something With Missing Parts

Question

I ordered a Lego ship model from an eBay seller. The item arrived but we did not receive all of the parts. I wrote to the seller on 24 December 2025, and again on 5 January 2026, but the seller doesn't seem to be reading his/her emails. At this point, the model is 80% complete, so I would just like the seller to just send me the missing Lego parts. Is there anything that eBay can do to contact the seller for me?

comics-scifi-collectibles · Answer

@brlo7114 eBay can not make the seller send the missing pieces, they can only make the seller refund you after you have returned the item. The seller pays return shipping.

The eBay Money Back Guarantee over rules the sellers return policy. You have 30 days from the date of delivery to file a not as described return request for most categories AND 3 days for Trading Cards.

Here's what you need to do:

Open a return with the reason doesn't match description or photos.

Select the return item button on this page:

https://www.ebay.com/help/buying/returns-refunds/return-item-refund?id=4041&st=

4 business days after filing the return request if the seller has not provided a return shipping label or a full refund then ask eBay to step in and help: https://www.ebay.com/help/buying/returns-refunds/ask-ebay-to-step-in?id=4701

Let me know if you need to return an item to another country as there are additional steps required. The seller pays return shipping for an item that is not as described no matter where they are located.