Order not received but marked as delivered (Returned to sender)
Summary: em_2110641 is seeking assistance regarding an eBay order that was marked as "Delivered" but was actually returned to the sender after being held at UK customs. They are requesting a refund as the item never reached them and have contacted the seller without resolution. kathiec clarifies that the forum is not monitored by eBay support and advises them to use the "Help & Contact" section on eBay UK for addressing their refund request, noting the different procedures depending on the site used for purchase.
Dear eBay Support Team,I need assistance regarding order number 24-14829-81199. The tracking status on eBay shows the package as "Delivered" on September 11, 2026. However, this item was never delivered to my address. The package was held at UK customs and was officially automatically returned to the sender. According to the official courier tracking website (Poste Italiane - Tracking Number: 8C8792F628645), the package was successfully returned and delivered back to the warehouse/operational center in Italy on September 11, 2026, at 14:16 ("Consegnata dalla sede operativa di ITALIA"). Since the seller has safely received the item back and I do not have the product, I am entitled to a full refund under the eBay Buyer Protection policy. I have already contacted the seller, but would appreciate eBay’s intervention to ensure my refund is processed correctly.
Thank you for reviewing my case.
Best regards
kathiec
·2 weeks ago@em_2110641
This is a member-to-member forum and isn't monitored by eBay. Your coverage under eBay's Money Back Guarantee will depend on a couple things. Was the package returned because you failed to pay customs fees? And what eBay site did you purchase this from? This is the forum for the US site, but you're in Turkey and mention both the UK and Italy. Each site has slightly different rules and procedures.
em_2110641
OP2 weeks agoThank you for your response.
To clarify my situation:
I purchased the item on eBay UK using my UK account.
The seller is located in Italy.
The package never reached me. Tracking shows that after being held at UK customs, it was sent back and has now been officially delivered back to the seller by Poste Italiane.
Since the seller has received the returned item, I am requesting a full refund. I have been dealing with this issue for a long time and trying to find the right channel to get it resolved.
Could you please advise on the best way or specific department to contact on eBay UK to handle this type of return/refund issue? Any guidance would be greatly appreciated.
kathiec
·2 weeks ago@em_2110641
You should start with Help & Contact on the UK site:
https://www.ebay.co.uk/help/home