Why can't I receive a refund on an item that has not arrived.

[karecerri_0]

I purchased a Meta Quest 3 on October 5th from a BIN listing. From my own experience selling here I know that once a buyer has paid you are given 3 days to print the tracking label and get the item to the shipper to be shipped to the buyer. The shipping label was printed by the seller on the 7th. It is not the 17th and USPS has not even received the item yet. I have attempted to contact the seller twice with 0 response throughout this time. The expected arrival date was Oct. 9th-16th. The fact I was not refunded after the initial 3 day period is unacceptable but instead I was told I could put in for an "item not received request" the day after the last expected delivery date. It is not that day and I am now being told I must wait until Oct. 23rd for ebay to go through with any "item not received" process. This is absolutely unacceptable and a case of withholding my money that could've have been used on any other sale of the same item that would arrive on time. This is a completely unacceptable case and frankly the fact I can't speak with anyone as Ebay is claiming it currently outside their office hours, yes claiming in the same message their office hours are 5am to 9:30pm monday-sunday. (7:30am as of attempting to contact)

[ebooksdiva]

@karecerri_0 

 There is no rule or policy that says a seller must ship within 3 days or you get a refund.

Please post a link to where you saw this policy.

Sellers have handling times that can be anywhere from same day to 40 days.  You need to look in the shipping section of the listing to find out what a sellers handling time is. 
You cannot open an item not received case until one day past the estimated date of delivery. That is how eBay works unacceptable or not.  
ETA…eBay doesn’t have a number for incoming calls since Covid. 

[soh.maryl]

Sorry you are having such an unpleasant experience with your eBay purchase.

First, please be reassured that you're well protected by eBay's Money Back Guarantee.  Have you read it yet?

In the listing where you made your purchase, there was an estimated delivery date.  Was that date around October 22nd? If you've not received your purchase by that date, you can open an item not received case on the 23rd.

Also, there is no eBay requirement that I know of that a seller has to ship within 3 days of receiving the order and payment.  The only requirement is that he has to ship so that the buyer receives the item on or before that estimated delivery date.  

So, on going back to your Purchase History, what was the last estimated delivery date? 

The process for opening an INR case doesn't require that the buyer speak with anyone at eBay.  

[pickapaper · Accepted solution]

Three days is incorrect.  A seller can set up their handling time for one day or two days or ten days or whatever works for them.  Since you said your estimated deliver date was Oct 16, you should be able to go into your seller hub and find the item and on the "other actions" drop down menu, it should say something like "I did not receive this item"; click on that.  The seller will have two days to respond with a tracking number showing delivery or will have to refund your money.  If he does not do this, after two days you can go back into the claim and ask eBay to step in and they will force a refund.

If you have been talking to CS agents on the phone, the info they have given you may not be correct.  eBay cannot be called directly on the phone, you have to leave a call back number and they will return your call.  If you found a number on the internet to call, that was a scammer and not eBay. 

[karecerri_0]

Last estimated delivery date was Oct 16th

[karecerri_0]

It was no number to be called, the automated help said I could not have anyone call me as it was currently outside the available time or something similar. Also I was unaware that there was a seller set handling time, I guess mine has just been set to 3 days. Thank you for the help

[albertabrightalberta]

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@karecerri_0 wrote:

It was no number to be called, the automated help said I could not have anyone call me as it was currently outside the available time or something similar. Also I was unaware that there was a seller set handling time, I guess mine has just been set to 3 days. Thank you for the help

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As explained above, you don't need to call ebay. You merely need to go to your order and click that you haven't received the item. 

In that listing, the seller had 2 day handling so they should have shipped. (It's possible that they shipped without tracking but you still should have received it.) 

If the order had the EDD as October 16 (yesterday), I think you were premature in leaving feedback.

[luckythewinner]

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@karecerri_0 wrote:

The fact I was not refunded after the initial 3 day period is unacceptable 

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Thank heaven that eBay does not let entitled buyers set the rules. 

[hotwheelsbum]

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@luckythewinner wrote:

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@karecerri_0 wrote:

The fact I was not refunded after the initial 3 day period is unacceptable 

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Thank heaven that eBay does not let entitled buyers set the rules. 

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What? Are you new to ebay? Ebay bends over for Entitled Buyers every day, and it's the Sellers that take it up the woowoowoowaawho no matter what the rules are. 😄

[profitweb]

Hi, sorry about the frustration!!

Sometimes, the carrier messes up and tracking doesn't show even after it's been shipped. I've had them not show until delivery.

I think that is why eBay gives so much time before refunding. There is not guaranteed delivery date. They are estimated. Your expected arrival date was Oct. 9th-16th. After that, as you did, you can open an Item not Received. The seller gets a few days to respond to that, then you're request will have an option for eBay to step in.

Be sure to check it and select, "have eBay step in" when it's available.

Once eBay steps in, it has been my experience that a refund happens pretty quickly. I know it seems like forever, but it takes time to make sure the item isn't being delayed because of a carrier issue. If they refunded too quickly and item is later delivered, there is no way that I know of to get the buyer to pay again.

I do understand your frustration though. It's even worse when you need something and can't afford to buy another without the refund. It does suck for you. If it is the seller's fault, which is highly likely, hopefully they get removed from the platform pretty quick. eBay isn't kind to sellers who don't fulfill orders or respond.

Good luck! I hope your item shows up or you get your $$ ASAP