eBay has had my money for FOUR MONTHS and still refuses to resolve my undelivered order
Summary: th-787156 shared their frustration with eBay's support regarding an undelivered order they have been trying to resolve for four months. Despite contacting eBay and the shipping carrier, they have been unable to open a claim due to system limitations after the order expired. mudshark61369 and other participants suggested they contact their credit card provider, but th-787156 stated that option was not viable. Several participants expressed sympathy but indicated that eBay is unlikely to help after the claim period has expired, suggesting the issue is beyond resolution through eBay.
I am posting this here because I have already contacted eBay multiple times by email, and I am getting absolutely nowhere.
My first attempts to contact eBay Support were successful in the sense that I was actually able to speak with someone. However, every single time, the agents have only given me generic, copy-and-pasted instructions that do not apply to my situation.
I have explained this over and over again, but apparently nobody is actually reading the previous conversations.
I have been waiting FOUR MONTHS for an order that I paid for and NEVER RECEIVED.
And before anyone tells me to “contact the carrier” again: I ALREADY DID.
I contacted the shipping carrier and received a written response confirming exactly what happened to my package.
According to the carrier:
“O seu pacote foi registrado em nosso centro de distribuição em Miami sob a modalidade eBay Standard Delivery, porém o envio não teve prosseguimento e a carga permaneceu parada na origem.”
They also confirmed that they conducted internal searches, but the package still never proceeded to the export process to Brazil.
In other words, this is not a situation where the package is simply delayed somewhere in Brazil or where I am refusing to contact the carrier.
THE PACKAGE NEVER EVEN LEFT THE ORIGIN FOR EXPORT TO BRAZIL.
The carrier also explicitly explained that they cannot issue my refund because the purchase was made through eBay and the payment is managed by eBay. They instructed me to request the refund directly through eBay.
They told me to go through the eBay purchase history, select “I didn't receive my item,” and request a refund.
THAT IS EXACTLY THE PROBLEM.
I CANNOT DO THAT.
The order is no longer selectable because too much time has passed. eBay's system simply does not give me the option to proceed with a claim or intervention.
I have already sent multiple screenshots by email showing exactly what happens when I try to proceed and demonstrating that there is NO WAY for me to open a claim, complaint, or intervention for this order.
I have proof of this.
Yet eBay keeps telling me:
“Open a claim.”
“Report the seller.”
“Contact the carrier.”
I HAVE ALREADY EXPLAINED THAT I CANNOT DO THESE THINGS.
And now I have proof from the carrier itself that the refund needs to be handled by eBay.
The carrier literally told me that they do not have access to my eBay account or the financial side of the transaction and therefore cannot refund me directly.
So what exactly is eBay expecting me to do?
I have already contacted the seller. The seller cannot resolve this for me at this point because too much time has passed.
I have already contacted the carrier. They confirmed that the package is still stuck at the origin and that they cannot issue the refund because the payment is handled by eBay.
I have already contacted eBay Support multiple times.
I have already sent screenshots proving that I cannot open a claim.
I have followed the instructions I was given.
And what do I get?
Another generic response.
Another link.
Another instruction telling me to do something that eBay's own system does not allow me to do.
I even had to open ANOTHER support ticket because my previous conversation was simply closed/cancelled even though my problem had not been resolved.
How is this acceptable?
The longer this order remains undelivered, the more ridiculous it becomes that eBay's response is essentially: “Sorry, too much time has passed, so you can't open a claim.”
I paid for an item.
I never received the item.
The carrier has confirmed that the package never proceeded to export to Brazil.
The carrier has told me that eBay must handle the refund.
And eBay's system prevents me from opening the very claim that I need in order to get my money back.
I WANT MY MONEY BACK.
I am not asking for another tutorial. I am not asking for another generic link. I am not asking to be told to contact the seller or carrier again.
I NEED EBAY TO ACTUALLY TAKE RESPONSIBILITY FOR THIS CASE AND REFUND ME.
If the buyer can no longer open a claim because of eBay's own system limitations, then eBay needs to provide another way to resolve the issue.
Four months is more than enough time to wait for an order that never arrived.
I have been patient. I have contacted everyone I was told to contact. I have provided evidence. I have repeatedly explained the exact same problem.
At this point, I just want the obvious resolution:
I PAID FOR AN ORDER I NEVER RECEIVED. THE CARRIER CONFIRMED IT NEVER EVEN PROCEEDED TO EXPORT. EBAY IS RESPONSIBLE FOR THE PAYMENT. I WANT MY MONEY BACK.
grand-and-glorious-purpose
·2 weeks agoYou were at a dead end on ebay 3 months ago.
There is nothing they can or will do for you.
kensgiftshop
·2 weeks ago"The order is no longer selectable because too much time has passed. eBay's system simply does not give me the option to proceed with a claim or intervention."
That's because you let the MBG expire and there's nothing you can do through Ebay.
Contact your payment source.
th-787156
OP2 weeks ago · EditedIt is very easy to say that I should simply contact my payment provider. But imagine if this were your own money — I’m sure you would not be happy with this conclusion either.
Regardless of whether it has been 30, 50, 90, or 100 days, I believe eBay should still provide some form of assistance when a buyer has paid for an item that was never received. I understand that eBay has a 30-day deadline for opening an “item not received” claim, but I find it extremely frustrating that once that period has passed, there seems to be absolutely no way for the buyer to get help, even when the package was genuinely lost and the buyer never received what they paid for.
I have been trying repeatedly to contact eBay by email, but I am not receiving any response. I also don't even receive an email confirmation or notification that my support request/ticket was successfully submitted, so I don't know whether anyone is actually receiving my messages.
This is extremely frustrating. I am left without the product I paid for and without my money, and I am simply being told that there is nothing eBay can do.
Could you please tell me what other way I can contact an actual eBay customer service representative who can review my case? Is there a phone number, live chat, or another support channel available for this type of situation?
kathiec
·2 weeks agoI know it's frustrating, and of course we all sympathize with you. But as we've all said, there is no possible solution. Speaking with customer service won't help. The CS reps have a hard time just reading their scripts. They have no ability to make exceptions, because eBay doesn't make exceptions.
kensgiftshop
·2 weeks agoSorry, but it won't do any good to contact Ebay.
Once the MBG expires, there's nothing they will/can do.
Your only option is through your payment source.
mudshark61369
·2 weeks ago@th-787156 ,
How long after the last estimated delivery date shown in the Order details did you try to contact ebay? You had 30 days from that date to file an item not received dispute.
Were you having the item shipped to a Freight forwarding service in Miami, for forwarding to Brazil? If you do, was the item delivered to them? If it was neither the seller or ebay is no responsible for the onward shipping to Brazil, the forwarding service is and your issue is with them.
Because of the amount of time that has passed, your last option may be to contact your credit card provider, if you paid with one, and explain what happened to them to see if they will reverse the payment.
We may be able to tell you more if you go to your order details and post the ebay item number which can be found under the item's title. It is 12 numbers long without hyphens.
th-787156
OP2 weeks agoI tried contacting my credit card provider, but unfortunately they are unable to refund the payment. At this point, I feel like I have no options left: I paid for the item, I never received it, and I am now unable to recover either the product or my money.
Regarding the eBay item number, I unfortunately do not have it. The listing no longer exists, apparently because I purchased all of the units that were available, so there is no longer an active listing or item number that I can access.
I would really appreciate it if you could look into this further and help me find a solution. I paid for this order in good faith, and it is very frustrating to be left without both the item and the money I paid for it.
kathiec
·2 weeks agoThis is a member-to-member forum. No one here has access to your account to look into this further. Even if eBay was here, your recourse through eBay ended the instant you contacted your card issuer. Ebay is out of the picture as soon as a dispute is opened elsewhere, to prevent a double refund. If you've been denied by the card issuer you're sadly at the end of the road.
I encourage you to read about the Money Back Guarantee procedures so you'll know what to do should this happen again.
https://www.ebay.com/help/policies/ebay-money-back-guarantee-policy/ebay-money-back-guarantee-policy?id=4210