How open a case for an item from hacked account?

[johan932011]

I recently purchased an item and paid for it. I later got a message saying the sellers account got hacked and also the purchase got cancelled.  There is no option to open an INR (Item Not Received) case and I did not use paypal when buying this item. The seller said that I should contact ebay if I have already paid for this item but I don't know how?

[alseyf-73 · Accepted solution]

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@johan932011 wrote:

I recently purchased an item and paid for it. I later got a message saying the sellers account got hacked and also the purchase got cancelled. 

There is no option to open an INR (Item Not Received) case and I did not use paypal when buying this item.

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At the full eBay website (and not the mobile website or the app) by computer/tablet/phone, do you only see

- View order details

- Resolve a problem

- More actions

to the right of the hacked item on your Purchases page, @johan932011?

1. And when you click Resolve a problem, then I haven't received this item, the hacked item does not appear in the photo lineup to be selected?

2. Or when you click the More actions dropdown, the I didn't receive it option is not available?

3. Then when you try the http://resolutioncenter.ebay.com Resolution Center, it rejects your hacked item number as invalid?

If so, then it appears eBay has hidden all avenues to start a refund request ourselves WHEN AN ITEM OR A SELLER HAS BEEN REMOVED and we must, all the hundreds of us must, instead contact eBay to converse and manually start the request.

[johan932011]

Thanks for your help, I managed to solve this by messaging the seller. The seller was nice and agreed to transfer the money back, as the hacker failed to change his payment details.