Regards,
On December 25th, I purchased a used mobile phone on eBay (#356408143555) for $154. Shortly after, a shipping label was created, and I received a USPS tracking number. However, just hours later, the seller sent me a cancellation request without providing any reason.
Four days later, on December 29th, I received an email from eBay with the subject: "Order couldn't be cancelled." The email stated:
"We couldn’t cancel your order because there was an issue with the refund. If you don’t receive the item by the estimated delivery date, please report that your order hasn’t arrived. If you receive the item(s), you can request a return."
Since then, the USPS tracking has remained stuck at "Label created," indicating the item was never shipped. I waited until the last estimated delivery date, January 7th, and then filed an Item Not Received (INR) claim. To my surprise, eBay rejected my claim today with the vague reasoning:
"After reviewing all the details of this case, we determined that you won't receive a refund."
I then filed an appeal after, providing additional clarification and including the tracking number as evidence that the item was never shipped. Minutes later, I received another rejection email:
"We weren't able to give you a refund. After reviewing this case, we decided to keep the original outcome. We weren't able to grant your appeal because we determined the original decision was correct."
At this point, this feels like robbery. I have clear evidence that the item was never shipped, and the seller has ignored all my messages. When I attempted to reopen the case, I was met with a notice stating:
"You're no longer covered by the eBay Money Back Guarantee."
What is going on, eBay? How can a situation this straightforward, with clear evidence, be dismissed so easily? This is incredibly frustrating and unacceptable.
Hi @warpven_0
I read your post and checked the Seller's ID, they only have (1) Feedback and that was as a Buyer and their account was opened in March of last year. You mentioned that you received "emails" ... so you did not receive anything via eBay messaging?
This sounds extremely strange, including the first email about the Seller requesting a cancellation ... Sellers can simply Cancel a transaction ...
Have you double checked the tracking history since you filed the claim that you did not receive the item?
It is obvious by eBay's quick response (and I assume via eBay messaging NOT your email address) that their computers are processing things and not a human.
If you have not been in direct contact with eBay you can request a call back here: eBay Customer Service
Hi @mr_lincoln , appreciate the response.
> You mentioned that you received "emails" ... so you did not receive anything via eBay messaging?
yup, all emails from ebay@ebay.com. Nothing via eBay messaging, the seller never responded to any of my messages.
> Sellers can simply Cancel a transaction ...
It had the status "Cancellation pending" or something similar for a few days before I got the email saying:
"
Your order couldn't be cancelled |
We couldn’t cancel your order because there was an issue with the refund. If you don’t receive the item by the estimated delivery date, please report that your order hasn’t arrived . If you receive the item(s), you can request a return. |
"
I never requested for the order to be canceled.
> Have you double checked the tracking history since you filed the claim that you did not receive the item?
Yes I have, it's been on "Shipping Label Created, USPS Awaiting Item" ever since the 25th of December.
I'll give the callback request a shot. Thanks!
Did you tried to cancel the sale early?
Estimated delivery date will have two dates...like : January 7 and January 11...not just one day.
What are the two days that state delivery?
@warpven_0 wrote:Hi @mr_lincoln , appreciate the response.
> You mentioned that you received "emails" ... so you did not receive anything via eBay messaging?
yup, all emails from ebay@ebay.com. Nothing via eBay messaging, the seller never responded to any of my messages.
> Sellers can simply Cancel a transaction ...
It had the status "Cancellation pending" or something similar for a few days before I got the email saying:
"
Your order couldn't be cancelled
We couldn’t cancel your order because there was an issue with the refund. If you don’t receive the item by the estimated delivery date, please report that your order hasn’t arrived . If you receive the item(s), you can request a return.
"
I never requested for the order to be canceled.
> Have you double checked the tracking history since you filed the claim that you did not receive the item?
Yes I have, it's been on "Shipping Label Created, USPS Awaiting Item" ever since the 25th of December.
I'll give the callback request a shot. Thanks!
Have you ever received a refund through your bank account? That's the only thing that jumps out. You said you paid with your bank account ... I don't buy much on eBay but I use a credit card, I don't see the choice for using a bank account on any listings.
@warpven_0 wrote:I paid using a debit card linked to my bank account.
Yeah I received a refund for an entirely different order that got canceled ~a week ago so I can confirm the refund->card process works.
From eBay's emails it doesn't seem like I should be expecting one for this order anyways:
"We weren't able to give you a refund." , "After reviewing all the details of this case, we determined that you won't receive a refund."
Quite absurd for an item that never even shipped and the seller has disappeared. It should be a no brainer. If anything it proves eBay's so called "money back guarantee" cannot be trusted.
That is certainly what it sounds like ... it will be interesting to learn what eBay says to you on the phone ...
@warpven_0 wrote:
...
@warpven_0, hang on, there's something weird in that picture.
The shield icon for the Money Back Guarantee has a £ in it, which means you were on eBay UK. (Possibly, that you were on eBay UK when you bought it.)
Did you realize that? Why were you on a different eBay website?
What page is that? I don't recognize that page, and I've been poking around on eBay UK, and I can' find a page that looks like that. (Edit: is that from the email you received about the purchase?)
Were you contacting eBay customer service when you took that screenshot? I wonder if that has something to do with the problem ...
Edit: does this purchase show up in your purchase history? or did you buy it as a guest?
@warpven_0 wrote:> Did you realize that? Why were you on a different eBay website?
Yeah, I'm in the UK but source from eBay(.com/.co.uk/.ca). I bought this specific item off eBay.co.uk and used a US address for delivery. The item's location is the US also.
Opened the case via eBay.co.uk as well.
OK, thanks for the info. I have recognized where you took that screenshot now. It's from the "Order confirmed" email. I don't usually pay any attention to that; I always look in the purchase history page on eBay. Does this purchase show up there?
I think that the problem is that you were on different eBay websites when you bought this, and when you filed the case. To be eligible for the Money back Guarantee on either eBay.com or eBay.co.uk, you have to open the case on the same website where you bought the item.
@warpven_0 wrote:> Did you realize that? Why were you on a different eBay website?
Yeah, I'm in the UK but source from eBay(.com/.co.uk/.ca). I bought this specific item off eBay.co.uk and used a US address for delivery. The item's location is the US also.
Opened the case via eBay.co.uk as well.
Oh wow, normally I notice that but didn't check ...
