Advice about a purchase that has not yet arrived
I recently purchased a book which was sent via Evri. After two weeks, it still hadn't arrived, so I checked the tracking and saw it had been stuck in “out for delivery” for about a week.
I opened an “item not received” case and selected the refund option, explaining that the tracking had stalled. Within minutes, the case was placed on hold for an additional 10 days after the seller uploaded the tracking number. I understand this is the normal process and not the seller’s fault.
The issue for me is that during this whole period - now approaching a month - the seller has never contacted me directly to acknowledge the problem or say they would look into it with the courier. They simply responded through the case system and left it at that.
At this point, the parcel is clearly lost in the courier network. I completely understand that this is not the seller’s fault, but I would personally contact a customer in that situation to apologise and at least try to find out what had happened.
My question is: would it be unreasonable to leave feedback reflecting the lack of communication rather than the courier issue itself? For example:
“Parcel tracking stalled, and the item never arrived. The seller provided tracking through the case system but made no direct communication or attempt to assist. Poor customer service.”
I also noticed something that surprised me. As a buyer, the seller has left only five feedback comments, and two of them are negative and quite aggressive. That was very telling indeed.
albertabrightalberta
·6 months agoWatch the dates and if tracking hasn't updated and/or it hasn't been delivered by the 10-day extension, go back to the case and there will be a new "ask ebay to step in" option.
Use that button and ask ebay to step in.
Once you get your refund (or the item), you can leave feedback expressing disappointment in communication and disappointment that you didn't get what you'd hoped for.
But don't mention the case or ebay's decision.