Order cannot be retrieved
Summary: nmmv56 is experiencing an issue with an order placed where the charge is on their credit card and they received a confirmation email, but they cannot retrieve the order status. They mentioned not receiving any response from the seller and facing difficulties with the automated support system. lady_madonna suggested that the purchase might have been made as a guest and provided a link to file a dispute if the item is not received or not as described.
I ordered an item yesterday, and the charge appeared on my credit card, and I received a confirmation email. However, when I check the status, I get a message that the order can't be retrieved. I contacted the seller, but received no response. In the eBay chat, the bot keeps looping and asking me to select an item from my purchase history. I need to talk to a real person to figure out what is going on. Obviously, if I never receive the item I paid for, I can't file a claim if I cannot retrieve the order. Any help you can provide would be greatly appreciated.
mudshark61369
·3 weeks ago@nmmv56 ,
Did you by any chance buy the item As a Guest? If you did then the item would not show up in your purchase history.
In the confirmation message you should see the eBay item number which is 12 characters long with out hyphens. There should also be an Order number 12 characters long with hyphens in it. If you gave the Chat rep the Order number they cannot look that up. You need to give them the eBay item number.
OR Go to your My ebay page, click on the Advanced button to the right of the main Search button at the top of the page. On the page that opens Enter the Item number in the top box, and if you want enter the category the item was listed in. Below that check the sold items box , then the search button. If no results show up, the listing and/or seller may have been removed by ebay.
If you do not have the purchase listed in your Purchase history how did you try to contact the seller?
lady_madonna
·3 weeks ago · EditedIf the item does not appear in your Purchase History, you may have purchased it as a guest. You can check the status from the "order details" in the purchase confirmation email that Ebay sent to you.
If you purchased as a guest but do not receive the item or if it is not as described, you can still file a dispute:
https://www.ebay.com/help/buying/returns-items-not-received-refunds-buyers/returning-item/returning-items-bought-guest?id=4065#section3