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I have not received my product
Hello eBay friends, I need help, on 11/21/2024 I bought an item and to date I have not received it, I tried to contact the seller and he does not respond. On 12/05/2024 the seller only answered me that the order arrived without any proof of it. I contacted my locker and they issued me a certificate verifying that the order never arrived since the date 11/21/2024. I try to contact Ebay but it only shows me steps to follow, I already did them but I need an agent to contact me since the seller removed the product from his catalog to eliminate evidence.
Please help.
1 comment
cinthia@ebay
Hello @unicr_95
Thanks for your message. On eBay, we have the eBay Customer Guarantee Protection to cover your purchase in situations like these, where you have not received your item. I suggest you contact the seller directly in case the item has already been shipped, but the tracking number hasn’t been updated, as this sometimes happens. If you do not hear back from the seller, it’s important that you check the estimated delivery date in your transaction, since our guarantee protects you for up to 30 days after the estimated date.
Below I’ll tell you how to open the request yourself so you can begin the process to ask for a refund and back our guarantee, if you are still within those 30 days. You can open the case here, this will alert the seller so they can begin the refund process and the communication between the seller and you.
In case the tracking number shows that there has been a successful delivery to your address, you should contact the carrier as soon as possible to correct this error, since a transaction is considered successful once the tracking number confirms delivery and if not, the carrier must open an investigation and with this you will receive a refund if you or the seller open a dispute directly with them or if they can prove to eBay that the item was never delivered to your address. It is rare for sellers to ignore your help request, but if you do not get a response after a few days, you can request eBay’s help if you go into the case from your account and click the option "Pedir Ayuda de eBay".
I hope this information is helpful.
Best regards
Cinthia
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