Item not Received

[lujos_2]

Hey mates, I made payments for an item last Monday, the estimated arrival was 25th March 2022. The seller was saying they didn't receive the money, but on my part the deduction was done from my end. So the seller after contacting them they told me they can't ship the item to my address because the haven't received the money. Help me on how to go about this issue. 

[simba6]

Under purchases in your my eBay page there are some choices where you leave feedback. Click the I did not receive the item choice. There you can file a case.

[lujos_2]

I did open the case, but the seller replied saying they can't cancel the order its giving them an error (an error i don't know).

Personally I need a refund. 

[kathiec]

@lujos_2 

I'm guessing this is a fairly new seller. For all sellers, there can be a lag between the buyer paying and Managed Payments actually transferring the money to their account. For new sellers, eBay holds their funds for 21 days or until tracking shows the package delivered, whichever comes first. If your seller is new, refer them to this page: https://www.ebay.com/help/selling/getting-paid/getting-paid-items-youve-sold/payments-hold?id=4816. But in either case the seller is expected to ship once eBay gives them the ok.

If the seller still refuses to ship, it doesn't matter whether they can cancel. On the day after the last estimated delivery date go to the item in your purchase history and select 'I didn't receive it' under More actions. That will open a case with eBay. If the seller can't produce tracking showing the item delivered, you'll be refunded.

[mtgraves7984]

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@lujos_2 wrote:

I did open the case, but the seller replied saying they can't cancel the order its giving them an error (an error i don't know).

Personally I need a refund. 

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@lujos_2 

I don't know that the seller has the option to cancel, once there's a case. (I think the seller could close the case by issuing a refund, though...) Either way, your next move is to escalate the case to eBay when the timeline allows it. That will generate a refund. Good luck and good golly.

[simba6 · Accepted solution]

As long as the case is open, your good. Do not close it. It can't be reopened.   The seller does not have to cancel anything. They have to refund.  eBay will do that for them if they don't.  Be sure to sak eBay to step in and decide as soon as it will allow you.

[nono-8172]

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@lujos_2 wrote:

I made payments for an item last Monday, the estimated arrival was 25th March 2022.

So the seller after contacting them they told me they can't ship the item to my address because the haven't received the money. 

I did open the case, but the seller replied saying they can't cancel the order its giving them an error (an error i don't know).

Personally I need a refund. 

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The error is because the seller is unwilling a add a funding source for the refund, @lujos_2. Your payment was put on hold when you opened the case, and eBay expects the seller to pay for the refund before eBay will release the funds back to the seller.

But that is not your concern -- just come back to Ask eBay to step in on Thursday, to get your refund.

[mudshark61369]

@lujos_2,

The first replies by @simba6  and @kathiec ,  probably come closest to what the problem(s) are.  If you click on the number of feedback the seller has received in (  ) to the right of the seller's username, Yours is (1) , on the page that opens click on the As a Seller tab to see if they have ever sold before or haven't received feedback in over a year.  If you find either is true  you cannot send the link kathiec posted but you can tell the seller to do a google search for "Payment Holds On your sold items | ebay"  then they will get the information on how to proceed.  

The other possible issue the seller may be having is, your country of registry, Zambia.  If they are an inexperienced seller they may not be charging enough postage to cover the international shipping cost.