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The product isn't arriving and the seller won't reply to me; I want my money refunded.
On January 5th, I bought a product that I have not received, 118 euros. There is no way for the seller to reply to me and tell me whether they are going to send it to me. More than a month has passed, and I want my money refunded. Ebay says it has insurance but does not activate the protocol so I can use it. What can I do?
5 comments
cinthia@ebay
Hello @eud_706,
I'm sorry to hear that you're going through this experience and I'd be happy to help. In eBay, we have the eBay Customer Guarantee Protection to cover your purchase in situations like these, where you haven't received your item. I suggest that you contact the seller directly in case the item has already been shipped, but the tracking number hasn't been updated, as this happens on some occasions. If you don't receive a response from the seller, it's important that you check the estimated delivery date in your transaction, because our guarantee protects you up to 30 days after the estimated date.
Below, I’ll show you how to open the request yourself so you can start the process to request a refund and back our guarantee, if you are still within these 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.
It's unusual for sellers to ignore your request for help, but if you don't receive 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 "Ask eBay to step in".
Best regards
Cinthia
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This space is for "User to User" comments and help; in this channel, we won’t be able to provide full Customer Service support. To access our help channels, you can go to our Help Pages where you can select a topic and find information to use our Self-Service links or at the bottom of each page, you can see the link to contact our customer service channels.
eud_706
OP2 years agoI have contacted the seller, but they just keep saying that they handed the product over to
HDL on January 8th, and that the product will arrive at some point without specifying when. I’m afraid they don’t want to give me another solution and are waiting for 30 days to pass so that I can’t even make use of eBay’s insurance.
What can I do?
cinthia@ebay
Hello,
Once the estimated delivery date is reached, you can open the case in our resolution center. 3 days after opening the case, you can ask us for help as I explained in my first message and you will receive your refund.
I’d also like to remind you that on eBay your purchases are 100% protected by our eBay Customer Protection Guarantee, if the item doesn’t arrive, is not as described, or is defective: https://www.ebay.es/help/policies/ebay-money-back-guarantee-policy/ebay-money-back-guarantee-policy?id=4210 so don’t worry, once the case is open, it is protected.
Best regards
Cinthia
-------------------------------------------------------------------------------------------------------------------
This space is for "User to User" comments and help; in this channel, we won’t be able to provide full Customer Service assistance. To access our help channels, you can go to our Help Pages where you can select a topic and find information to use our Self-Service links or at the bottom of each page, you can see the link to contact our customer service channels.
eud_706
OP2 years agoI want Ebay to help me solve the problem.
cinthia@ebay
To help you with what you need, you should click the option "Get Help from eBay" or get in touch with us using our Social Media channels:
eBay Facebook Spain
eBay Twitter Spain
We’ll be happy to help you and I’ll be waiting for your message.
Best regards
Cinthia
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This space is for "User to User" comments and help; in this channel, we won't be able to provide you with full Customer Service support. To access our help channels, you can go to our Help Pages where you can select a topic and find information to use our self-service links or at the bottom of each page, you can see the link to contact our customer service channels.