eBay Item Not Received Case Taking Too Long – Seller Store Removed
Hello everyone,
I’m looking for advice regarding a transaction issue I’m currently facing on eBay.
I purchased an iPhone 17 Pro Max 512GB, but the seller never delivered the item. Shortly after the purchase, the seller’s store was taken down by eBay. When I contacted eBay customer support, they advised me to open an Item Not Received case and assured me that cases like this are usually resolved within 3–5 business days.
However, the case has now been pending for much longer than the timeframe I was given. The status still says “Hang on, we’re still reviewing your case”, and my funds are still being held. I have contacted customer support multiple times and received different explanations and timelines, but the issue remains unresolved.
Since the seller’s store has already been removed and the item was never delivered, I expected the refund process to be straightforward under eBay’s buyer protection. At this point, I’m unsure why the review is taking so long.
Has anyone experienced a similar situation with eBay?
How long did it take for your Item Not Received case to be resolved, especially for a high-value item?
Any advice on how to escalate or speed up the process would be greatly appreciated.
Thank you.
obajos-0
OP5 months agoThank you very much for the explanation and for taking the time to assist me. I really appreciate your help and the clarification about the INR timeline. I’ll keep an eye on the case, and hopefully the refund will be processed soon. Thanks again for your support.
klhmdg
·5 months agoWhat was the estimated delivery date?
You should have filed Not Received 1 day after the last estimated delivery date.
After that eBay gives 3 days for the seller to add tracking showing delivery or refund you.
On day 4 you can ask eBay to step in.
If you filed a Not Received before the last estimated delivery date things take a lot longer.
obajos-0
OP5 months agoThank you for your response.
The estimated delivery period for the item was 4–12 March. However, the seller’s store was taken down by eBay just one day after I made the payment. Because of this, I contacted eBay customer support for guidance.
The customer service agent specifically advised me to open an Item Not Received case, explaining that since the seller’s page had already been removed, it was the correct step to take and that such cases are normally resolved within 3–5 business days.
Unfortunately, since opening the case I have experienced a lot of inconsistent information and fruitless follow-ups with customer support. Each time I contact them, I am given a different explanation or timeline, yet the case status still remains “Hang on, we’re still reviewing your case.”
Given that the seller’s store was already taken down by eBay and the item was never delivered, I expected the process to be more straightforward under eBay’s buyer protection. At this point, I’m simply trying to understand why the review is taking this long and what the next step should be.
klhmdg
·5 months ago@obajos-0
Im sorry. As you have found out CS will very often give incorrect information.
Even if the store was taken down the seller could have sent the item.
So eBay requires the buyer to wait until the day after the last estimated delivery day to say Not Received.
The review is taking so long because the soonest for not received of your item is today, the 13th.
The process is straightforward. eBay states to file a Not Received case 1 day after the last estimated delivery date.
Since CS had you jump the gun and then kept giving you incorrect information you are still waiting.
obajos-0
OP5 months agoThank you for explaining this. I really appreciate the clarification.
Given that the estimated delivery window was 4–12 March and today is the 13th, what would you recommend I do at this stage?
Should I wait for eBay to complete the review, or is there something I should do now to move the process forward?
Any guidance would be very helpful.
monica-sells
·5 months agoThe INR (Item Not Received) timeline is routinely automated. The superfluous facts of the "closed store" or "non-response" from the seller are irrelevant, as is the guidance of CS (in general). In most cases, since it appears the seller did not respond to the INR request, and you did not receive your item by 12 March, I suspect the case will be closed by the 17th (4 business days) and you should receive your refund (assuming you did everything correctly opening your INR case and there is no tracking on the item)
obajos-0
OP5 months agoThank you very much for the explanation and for taking the time to assist me. I really appreciate your help and the clarification about the INR timeline. I just received a notification that the refund has been processed to my bank account. Thanks again for your support and guidance.
lfc_2025
·5 months agoHiya, I'm in a similar situation as you, did you get your refund ?