Can't open item not received case

[poobunsdudley]

I won the auction and paid for it on the 27th of January. I have not received it (today is the 28th of March). Yesterday I tried to open a case and couldn't because the estimated shipping window had not closed yet. Today the option to open a case is gone and the listing is gone from my purchase history (unless I look at everything for the whole year). Trying to open a case through other links results in the same message I got yesterday.

I see this as a failing on Ebay's part. I get that there are shipping delays to Canada right now, but that has been an issue for months now. Policies and time limits should have been adjusted. The estimate shipping window for my item finishes on the 14th of April. What am I supposed to do if I haven't got it by then?

Come on whoever is in charge of this at Ebay. If sellers are covered by your policies up until 80 days after the date of purchase, why aren't buyers?

[marnotom!]

If you paid through PayPal, you have up to 180 from the date of purchase to open a dispute for a not-received item.

Don't forget to escalate the dispute to a claim within 20 days if the seller doesn't step in on his or her own.

[ypdc_dennis]

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@poobunsdudley wrote:

I won the auction and paid for it on the 27th of January. I have not received it (today is the 28th of March). Yesterday I tried to open a case and couldn't because the estimated shipping window had not closed yet. Today the option to open a case is gone and the listing is gone from my purchase history (unless I look at everything for the whole year). Trying to open a case through other links results in the same message I got yesterday.

I see this as a failing on Ebay's part. I get that there are shipping delays to Canada right now, but that has been an issue for months now. Policies and time limits should have been adjusted. The estimate shipping window for my item finishes on the 14th of April. What am I supposed to do if I haven't got it by then?

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You can open an Item-Not-Received (INR) case on ebay during the 30 day period after the last estimated delivery date.

So for this purchase the claim period is from April 15 to May 14.

You may not open an INR claim early on eBay.

eBay really should increase the default display of purchases from the current 60 days to 90 days

...

If you paid through paypal you have 180 days after purchase (until July 26) to make an INR claim.

-..-

[poobunsdudley]

That doesn't really help the problem though? Why do I have to jump through hoops on EBAY to report it? This is what I have an issue with. 

As in, why do i have to hunt through the options and links in the ebay help pages, why is this information SO DIFFICULT to find, why is it so impossible to get customer service? In an era where it's commonplace for websites to have a live chat option, why do I have to play phone tag to get hold of ebay customer service? The help pages just send you in circles and half the time they error out, and the entire process takes FAR longer than it needs to.

If anyone should have online shopping and customer service sorted out by now, it's a website devoted to connecting buyers and sellers that has been one of the biggest sites on the internet for over 20 years.

[femmefan1946]

EBay gives you a last estimated date for delivery.

Only then can you open an Item Not Received dispute.

This is a Seller Protection against impatient buyers who are demanding refunds on items that are on their way.

Both buyer and seller can be completely honest and still have a difference of opinion about whether a shipment is late or not.

If that last date has passed you should be able to open an eBay dispute.

The Resolution Centre is at the bottom of this page.

The first suggestion is to Contact the Seller.

If you have already attempted this, skip that step and ask eBay's robots to step in and escalate to a Claim.

If the seller cannot prove delivery (not shipping, delivery) you will be refunded.

No human beings need to be involved.

BUT

As I understand it, your last date has passed, and the entire transaction has disappeared.

There are two possible reasons for this.

The bad one is that the seller may have been kicked off eBay for nefarious doings.

But if he is still selling, then the likely reason is that eBay drops old listings, including completed transactions, after 60 days.

BUT.

You are still covered by Paypal's Buyer Protection.

This starts when you pay and continues for 180 days.

Go to your PP account and copy the transaction number.

PP's Resolution Centre is under Tools at the top of your PP account page.

Again the first suggestion is to Contact the Seller.

Your only questions should be "When was this sent?What service was used? What is the tracking number?"

IF you have done that or if the response is anything except a useable tracking number or a refund, go to Paypal and ask them to escalate to a Claim.

Again, if the seller cannot prove delivery, you will be refunded.

If you have your PP account backed by a credit card, you are also protected by the card's chargeback policy. That would be the last step, and every card is different. The card's customer service number is on the back.

If you do back your PP with a credit card, the refund usually goes to the card and not the the PP account.

So you have three potential levels of protection and only one involves a human being. The chargebacks are also the least efficient and hardest to prove.

[femmefan1946 · Accepted solution]

eBay really should increase the default display of purchases from the current 60 days to 90 days

I agree.

With the current situation with China and the UPU ,as well as CBSA's crackdown on fentanyl imports, deliveries from China are getting slower and slower.

And that doesn't even take into consideration that many Chinese sellers use very slow Surface shipping.

[poobunsdudley]

You misunderstand. The last delivery date has NOT passed (and still won't for another week and a half) and the transaction has been wiped from my recent purchases. If I open all purchases from this year, I can see it but all options other than view similar items, contact seller, and follow seller are gone. If I follow the links to open a case through the help and resolution center, I still cannot open a case. My problem isn't HOW to do this, it's why I have to. The delayed shipping to Canada is a known issue and has been for a long time now, Ebay should have done something about its time limits to accommodate. I don't know how I can make that clearer.

[marnotom!]

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@poobunsdudley wrote:

My problem isn't HOW to do this, it's why I have to. The delayed shipping to Canada is a known issue and has been for a long time now, Ebay should have done something about its time limits to accommodate. I don't know how I can make that clearer.

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eBay encourages buyers to work things out directly with the seller first before going through the claim and dispute mechanisms available to them.

Even if a sale is wiped off a buyer's transaction record for whatever reason, it doesn't necessarily mean game over as the item may still arrive and there may be no reason to launch a claim or dispute.

If a buyer and seller have been in communication, there is no reason for Big Brother eBay to step in and start doing all this refund business automatically.  The buyer has to initiate this.

[ypdc_dennis]

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@poobunsdudley wrote:
You misunderstand. The last delivery date has NOT passed (and still won't for another week and a half) and the transaction has been wiped from my recent purchases. If I open all purchases from this year, I can see it but all options other than view similar items, contact seller, and follow seller are gone. If I follow the links to open a case through the help and resolution center, I still cannot open a case. My problem isn't HOW to do this, it's why I have to. The delayed shipping to Canada is a known issue and has been for a long time now, Ebay should have done something about its time limits to accommodate. I don't know how I can make that clearer.

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You may not open an INR claim early on eBay. That's why.

[reallynicestamps]

BUT.

You are still covered by Paypal's Buyer Protection.

This starts when you pay and continues for 180 days.

Go to your PP account and copy the transaction number.

PP's Resolution Centre is under Tools at the top of your PP account page.

Again the first suggestion is to Contact the Seller.

Your only questions should be "When was this sent?What service was used? What is the tracking number?"

IF you have done that or if the response is anything except a useable tracking number or a refund, go to Paypal and ask them to escalate to a Claim.

Again, if the seller cannot prove delivery, you will be refunded.

[metlaq1984]

But I didn't get any response from eBay as they mentioned
Money back granty
So what I must do now
She'll go to police or open civil case with
This small amount and ask for more

[patken123]

"You may not open an INR claim early on eBay. That's why."
To the OP:That's the correct reason, you must wait until the last day of the estimated delivery has past, although I always wait a week or two longer than that for good measure.

[momcqueen]

An Item Not Received case via paypal is the next best option at this juncture.

[kh-leslie]

Hello Everyone,

Due to the age of the thread, it has been closed to further replies.  Please feel free to start a new thread if you wish to continue to discuss this topic.

Thanks for understanding!