Item not received
I purchased an item (2 pack of 20 ounce collagen powder). I received an email with tracking number. What I received was a 9" x 12" bubble priority mailer containing a note thanking me for the purchase but not the items that I ordered. Now seller is saying that the product was shipped in a separate package with the same tracking number. I don't see how it's possible to ship two packages with the same tracking number. Seller says the items are coming. I don't believe them. I tried to deal with this through eBay but was basically run in circles with no resolution. EBay thinks the package was delivered and apparently won't do more to help. This feels like a scam, but I don't know what else to do.
26 comments
soh.maryl
·1 year agoSadly, this is an error that's made too often -- basically, you opened the wrong kind of case. You probably opened an item not received case, eBay checked tracking and saw that you did receive something, so your claim was denied. What you needed to open was an ITEM NOT AS DESCRIBED CASE because you did receive SOMETHING. It isn't a scam. You can try to open an item not as described case, or you can do a chargeback with your card.
Please read the MBG so that you'll be better prepared if this should happen again, although, of course, we hope it doesn't.
my_boston_baked_beans
·1 year agoI think your best course of action at this point is forget ebay they will not help resolve this.
Call your CC company, and report the purchase as *not received*, and let them handle resolving this.
I would not respond to the seller at all! Let your CC company handle this from here on.
If you manage to receive the item keep it, and say nothing as the seller is at clearly at fault here NOT you.
momtoabeautifuldaughter
·1 year agoDon't do not received as tracking shows something was delivered.
my_boston_baked_beans
·1 year agoHer CC company will protect her at this point not ebay.
Once you file (not as received with ebay) obviously a buyer can not change their mind and try to open a NASD case. What you missed is my point that in conversation with her CC company she needs to explain the situation, but as far as the CC company is concerned she did not receive her order for collagen.
I hope I made my point clear.
kathiec
·1 year agoYour point was clear, it's just wrong. You absolutely can open a not as described return on eBay after an item not received case has been closed, either by eBay or the buyer. What you can't do is open a not received case after opening a return. The logic behind this is that an item that arrives late can still be not as described. But opening a return indicates you received something, negating a not received case.
pikabo-icu
·1 year ago@kathiec Is absolutely correct.
An INR case is totally separate from a return case of any kind. In a return case, you get one bite at the apple, open the wrong case and you can't change it.
This is proven right on this thread as the OP closed her INR case as I suggested and successfully opened a return for INAD.
danaclaire
OP1 year agoThis issue has been resolved. The seller issued a refund for the item. Many thanks for everyone's suggestions.
kensgiftshop
·1 year agoNo, they don't want to do a Not Received claim.
They need to file an INAD through Ebay.
christworks
·1 year agoSo we're encouraging buyers to be dishonest now?
my_boston_baked_beans
·1 year agoIf I understand correctly you received " a note, but not the collagen you purchased" than that would fall under NASD (ITEM NOT AS DESCRIBED). You did not get the collagen you received a note in a bubble mailer.
momtoabeautifuldaughter
·1 year agoOpen a return for item not as described. Your seller will have to either pay to get their thank you note back or refund you in full and you get to keep the note 😉
titipeo
·1 year agoStart a case with your payment source, indicate that you did not received what you ordered. When you started an item not received case, you err because in reality you did receive something, and there's tracking to prove, just not your item.
danaclaire
OP1 year agoI'm sorry if I'm ignorant on all of this. I've been a member for more than 20 years but haven't had a problem before this. I canceled the item not received process then went to my eBay, but I don't see a way to start a return. The only obvious option is leave feedback.
pikabo-icu
·1 year agoIn the original order details, under MORE ACTIONS you don't see the option to return based on doesn't match listing?
If it's not there; Go to paypal if you used that or to your cc for a dispute.
There is no way to win the Item Not Received case because tracking showed delivered.
I wish eBay would make these cases more clear for people.. Any reasonable person would open the not received case because the envelope was empty but that's the wrong case.
SIGH
ETA What date did the package deliver? I hope it wasn't more than 30 days ago.
ittybitnot
·1 year agoIf it's not there; Go to paypal if you used that or to your cc for a dispute.
@pikabo-icu
That is not always a good idea. For "item not as described" returns, PayPal may still, as they always have, require the BUYER to front the cost of return shipping. If the "envelope" came from or the seller is in China, that may not be cost effective. i.e. who wants to ship back something with delivery confirmation that cost $50 in shipping to get $25 back in return.
pikabo-icu
·1 year agoThanks @ittybitnot I only suggested this when she said she didn't see the INAD option.
It's ok everyone, the OP got the NAD return open and this is a case they will win, unlike the item not received, which they would have lost.
danaclaire
OP1 year agoSorry. I went to my eBay in my app and found the return option. I had been looking through my online browser. Thanks for the help.
pikabo-icu
·1 year ago@danaclaire Fantastic!! This is a return that you will win! Just watch the dates and if seller doesn't refund you, have eBay step in when you can.
bonanza125
·1 year ago"I tried to deal with this through eBay but was basically run in circles with no resolution. "
Calling Ebay will do no good. You need to start a return and yes "item doesn't match listing." Return whatever you received.
pikabo-icu
·1 year ago@danaclaire
Start the return process but do NOT open an item not received case, open an "item doesn't match listing" case.
If seller sends a label for the return, return the empty envelope.
danaclaire
OP1 year agoThank you. Unfortunately I've already started the item not received process. EBay is saying they can help if it's not resolved by May 28th, so I guess I'll wait until then and see what happens. Thanks again.
pikabo-icu
·1 year ago@danaclaire That's ok..
You will lose that case, since there is delivery confirmation BUT. You can either wait for eBay to rule against you OR close it and open the not as described case.
Completely up to you.
danaclaire
OP1 year agoOK. Thanks.
kensgiftshop
·1 year agoThat's what the seller was hoping for, knowing they would win an INR case.
You should have selected the item doesn't match the description as the reason for the return.
momtoabeautifuldaughter
·1 year agoOh no you are going to lose this case....since something was delivered
admart_786
·1 year agoi think you should start the the item return process and return whatever you recieved.
😊