Liklihood of winning an appeal, and what to do IF I don't?

[rustyboltsrs]

Last month I purchased a new set of GM all weather floor mats and matching cargo mat for my wife's new suv.  The seller shipped them in two separate packages; the floor mats in one, the cargo mat in the other. He then uploaded the master tracking number (box 1 of 2) into ebay, Fedex picked up both packages, and the Seller considered the transaction done. A few days later I received box 1 of 2 with the floor mats, however box 2 of 2 with the cargo mat is lost or damaged in transit, and per fedex.com shows no delivery ETA. I called fedex and they recommended I contact the seller to file a claim. I reached out to the seller with no response back, so I then filed a not yet received claim. Assuming (i know i know never assume) because the only tracking number that the Seller had provided the Ebay system with is the master (box 1 of 2) that shows delivered, they almost immediately sided with the Seller and closed the case.  I filed an appeal explaining that I received half of the order, that package 2 of 2 was never received, and included a picture of the label on the box I received showing it as package 1 of 2, as well screen shots of fedex's website showing both tracking numbers.... to me this seems like it should be fairly cut and dry, Fedex dropped the ball, I don't blame the seller for that part, however Fedex's mistake now means the Shipper (Seller) would need to file a claim to be reimburse for the lost package, then either reship or refund me for the cargo mat that was never received. In the event however that Ebay doesn't see it this way, after my appeal what action do I have left? Currently I'm setting without the cargo mat and no guarantee that I'll ever get it, without the money I spent on it ($310,) no way to file a claim with Fedex as I didn't ship it, and no idea where to go from here?

[krazzykats]

File a case for not as described. 

If you are past the 30 days to file that, file at PayPal, and if all else fails, file with your credit card issuer.

You may need to return the items you did receive.

[pburn]

The correct reason for your claim would have been that the item was not as described; more specifically, "Missing pieces or parts." (See #9 on the list below.)

Under eBay's Money Back Guarantee, a buyer has 30 days from the date of estimated or actual delivery to file for a return/refund. You may still file a "not as described" claim EVEN THOUGH YOU'VE LOST THE "ITEM NOT RECEIVED" CLAIM.

Try using eBay's return/refund feature again, and select the "not as described/missing parts or pieces" option. If the return/refund process will not allow it for some reason, contact eBay customer service through Facebook or Twitter. If you choose either of those two platforms, you'll get better assistance from U.S. based reps. Send the briefest of private/direct messages (not a post on their Facebook page or a Tweet) with the basic information (your name, your eBay username) and tell them you need help filing a "not as described" claim after you've lost an "item not received" claim. They'll get back to you, and then you can give them all the more detailed information.

If that fails, pursue the options suggested by the previous poster.

Good luck!

[pburn]

I should've included this info:

eBay's Facebook page:

www.facebook/ebay

And their Twitter address:

www.twitter.com/askebay

[mudshark61369]

@rustyboltsrs,

"so I then filed a not yet received claim. Assuming (i know i know never assume) because the only tracking number that the Seller had provided the Ebay system with is the master (box 1 of 2) that shows delivered, they almost immediately sided with the Seller and closed the case. I filed an appeal explaining that I received half of the order, that package 2 of 2 was never received, and included a picture of the label on the box I received showing it as package 1 of 2, as well screen shots of fedex's website showing both tracking numbers".

Has your appeal been given a decision yet?  If not wait a few days to get a reply. Since you did post the screen shots, you should win and get a refund for the missing item.  If you do not win, you will have to do as @pburn suggested and contact ebay through one of their social media pages.  You will need to include the seller's username, and the ebay item number for the missing piece.  You can add the screens shots, to the message, then give your ebay username, real name and add a method to contact you if needed. Your ebay email address should work.  It can take a couple of days to get a reply, so be patient.

Normally I would not suggest this, but since the seller did not reply to your request to contact FedEx about the missing box, I would leave a neutral feedback for the missing item stating something like:

Seller sent items in 2 boxes, w/ 1 tracking number, boxes 1 & 2. Box 1 was received box two was not. Seller did not reply to request to have FedEx do a missing package search for box 2 of 2. containing this item. 

Later if the seller does open a missing package search and either refunds or shakes the item loose you can ask for a feedback revision request to be sent. Though honestly I would let it stand.

[kensgiftshop]

You won't win an Item Not Received case because tracking shows you received something.

You need to open an Item Not As Described case, since you only got part of your order.

[rustyboltsrs]

Thank You everyone  ( @mudshark61369 @pburn @krazzykats ) for the replies. Late last night eBay sent an email saying they denied my appeal, then followed it up with an email from a customer service rep. It explained, just as you all did, that even though the cargo mat portion (package 2 of 2) of my order has not actually been delivered, they have to go by the main tracking number they're given (the package 1 of 2 that was delivered,) and a "Return" would be the right claim for my situation. The rep suggested in the email that I take pictures of what was received and the packaging, not to change/modify/or alter anything, and gave instructions on how to elevate the case to eBay if there any issues with the return, and gave links to eBay's moneyback guarantee policy and return policies.  As "pburn" suggested I created a return under the "missing parts or pieces" and immediately was taken to a QR code and usps label to ship back the mats I have received. Packaged them back up and will drop them off this AM. 

Hopefully this will resolve without much more grief!

Thank you again!