Purchased item has not been sent by seller

[danmil1739]

I have never experienced this before and am looking for help, other than the automated eBay customer service. I purchased an item and it was paid for immediately on 12/20. I noticed that it hadn't been shipped several days later (taking into the fact Christmas Day was around the corner). I contacted the Seller and he/she reported they never received confirmation of payment. I then took a screen shot from eBay site showing it had been purchased and also my bank statement showing that the funds came out. The Seller is still insisting that they didn't receive payment and the box is ready to go. I have sent multiple messages asking for updates. The Seller said I need to contact eBay in this case. Not sure what to do next. In my opinion, I've done everything I needed to do- i.e.- paid the Seller and also provided proof of payment to the Seller. Please advise on what you would do. Many thanks and Happy Holidays. 

[wooden_flower]

Is it a new seller?  New sellers sometimes do not know that their funds are held until after delivery.

You could try asking customer service if they can see the item recorded as sold on the seller’s side.  If recorded correctly, and the seller just doesn’t understand where to look, all you can do is wait for the item to be overdue, then open a not received claim.

If there was some type of system issue and the item is not shown as sold, I assume customer service will have some way of getting it corrected, or will tell you what steps to take.

To speak to customer service, use the link on the left side of this page “have us call you” - https://www.ebay.com/help/contact_us?id=4002&st=10

If you don't see 'have us call you' right under the chat link, click chat.  Then at the bottom of the chat topics, click more, then click contact an agent.