return and refund

[kubota48]

Hello, I started case for wanting to get a refund. The seller said I would receive the item by May 10th. Then he sent me an email and said the item was out of stock and they would not be getting any in until May 31th. He said I could get a refund. I have gotten no response from him. So  I opened a request to Ebay for a refund . They said that I could have them step in if I did not hear from the seller by May 17th. The opened a dispute today .  They emailed me back and said that I should return the item and I would receive a refund . I cannot return the item because I never received it. How can I let Ebay know that. On their email there is no way to contact them about not receiving the Item.   I`am hearing impaired and do not like talking on the phone. Email works best for me . Can you please help.  Thanks Lynn

[orangehound · Accepted solution]

I think you opened up the wrong type of request.  You need to open up an "Item Not Received" claim, rather than a "Return this Item" claim.

Normally, I would suggest that you call customer service to get it straightened out, but I can understand that this can be a problem ... you could also communicate with eBay customer service via Facebook, if that is available to you.

If neither works for you, here is how I would suggest you proceed.  I'm not 100% certain that this is correct, so I'm asking brian@ebay (an eBay employee) to confirm so as to make sure that this is correct ... (he may also be able to help you via messaging).

1. Close out the "Return this Item" claim.
2. Go to the Resolution Center, and select "I bought an item - I haven't received it yet", and then the Continue button.  Select your item and then follow the prompts to initiate the process.
3. If this somehow fails, go to PayPal and file an "Item Not Received" claim.

Again, though I'm pretty certain you can open up both types of claims on eBay (just not at the same time), I'm not sure you can do it in this order ... so it might not work.  That's why I am hoping an eBay representative can chime in.

[sfginsider]

The seller may be manipulating you or taking advantage of your eBay naïveté. Make sure you open an item not received case since you never received anything. The seller should have given you a refund awhile ago so this is not cool. 

[kubota48]

I tried to open a new request but it will not let me do that. there is no chat or email and i`am hearing impaired and do not like talking on the phone . I open a refund through Chase bank who my Pay Pal account is with. But would still like to contact Ebay. To bad someone on community does work for Ebay could not send a solution.  Ebay says I should return then item by May 28th to get a conformation # . Can send back what do not have.  HELP!!!!!!  Thanks Lynn

[bonjourami]

you cant open a case with Ebay and with your bank..its considered double dipping, I expect Ebay will close your case.

[brian@ebay]

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@orangehound wrote:

I think you opened up the wrong type of request.  You need to open up an "Item Not Received" claim, rather than a "Return this Item" claim.

Normally, I would suggest that you call customer service to get it straightened out, but I can understand that this can be a problem ... you could also communicate with eBay customer service via Facebook, if that is available to you.

If neither works for you, here is how I would suggest you proceed.  I'm not 100% certain that this is correct, so I'm asking brian@ebay (an eBay employee) to confirm so as to make sure that this is correct ... (he may also be able to help you via messaging).

1. Close out the "Return this Item" claim.
2. Go to the Resolution Center, and select "I bought an item - I haven't received it yet", and then the Continue button.  Select your item and then follow the prompts to initiate the process.
3. If this somehow fails, go to PayPal and file an "Item Not Received" claim.

Again, though I'm pretty certain you can open up both types of claims on eBay (just not at the same time), I'm not sure you can do it in this order ... so it might not work.  That's why I am hoping an eBay representative can chime in.

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Hi @orangehound, once a return is opened it will block the option to open an item not received case. If a buyer accidently opens a return instead of an Item Not Received claim then they will need to contact customer support. We will notate the return and work it as if it were an Item Not Received case.

@kubota48, I've sent your return over for review. You should hear back soon about the outcome of that review.