Purchased a device from [Removed by moderator] eBay account that never arrived
Summary: deua7332 shared their experience of purchasing a device from an eBay account that was removed by the moderator, and they mentioned that the item never arrived. kensgiftshop responded, though no specific details about their response are available. The discussion did not evolve further with any resolutions or additional insights from either participant.
Hi everyone,
I’m reaching out to the community as a last resort before I escalate this externally. I am currently stuck in a frustrating loop between a large seller ( Removed by moderator ) official site company [Removed by mod] owned by [Removed by moderator] , FedEx, and eBay, and I could really use some advice on how to proceed.
The Timeline:
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May 11: Estimated delivery date for a laptop I purchased. The package (signature required) arrived at my local FedEx Distribution Center and tracking stopped updating.
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May 14: FedEx customer service informally told me the package was essentially lost. I opened an investigation that evening.
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May 15: I called FedEx for an update. They informed me that the seller had already stepped in and filed a "lost in transit" claim, even though my investigation to locate the physical box was technically still open.
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Today (May 22): FedEx customer support confirmed via phone that the package is officially deemed lost and the seller’s insurance claim has already been fully settled/paid out to them.
The Problem: Despite FedEx settling the claim with the sender, the seller and eBay refuses to refund me. They keep messaging me stating they are "awaiting resolution from the FedEx investigation to locate the package." Meanwhile, the official FedEx tracking page still stubbornly says "en route."
If FedEx has already paid out the insurance claim to the seller [Removed by moderator] for a lost package, the seller has been made whole. Yet, I am out thousands of dollars for an item I never received? Make it make sense.
My Question for the Community: How do I get eBay or the seller to look at the actual status of the claim instead of just the broken tracking link? I've already opened an Item Not Received (INR) case, and have only gotten automated bots that just rule against me because the tracking doesn't explicitly say "Lost" on the public page?
I feel like the eBay Money Back Guarantee, seller, and entire process is failing me here. Any advice on how to get a human at eBay to review this and issue a refund would be greatly appreciated.
Thank you in advance.
kensgiftshop
·4 months agoGo back to the INR case and see if there's a link to ask Ebay to step in.
As long as tracking doesn't show it being delivered, shouldn't be a problem getting a refund.
deua7332
OP4 months agoHello @kensgiftshop Thanks for the reply.
I actually already have the INR case open, but the issue is that the public tracking number isn't reflecting the actual status of the package.
Right now, the public FedEx tracking is essentially frozen and just says "en route"—it doesn't explicitly say "lost" or "delivered." However, FedEx customer support has explicitly communicated to me that this tracking page is inaccurate. They confirmed over the phone that the item is officially deemed lost in transit, and more importantly, that the insurance claim has already been settled and paid out to the sender [Removed by moderator].
Because their automated system is just looking at the word "en route" it's completely ignoring the fact that the seller has already been compensated by FedEx for a lost item.
I’m trying to figure out how to get a human at eBay to look at the internal FedEx claim details rather than just the frozen tracking link.