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My order hasn't arrived
I ordered an item on January 25, 2025, in a message it says it would arrive between March 10 and March 31, 2025, well they sent me a message saying they gave me an option to cancel if I wanted to, but it was not mandatory. Well, due to their number of orders, it was not going to be possible within a reasonable time. I did not cancel. And today, March 31, 2025 at 4:35pm, the order has not arrived. The phone I used for the order is having problems. I only have the order number and the order description. What can I do?
1 comment
cinthia@ebay
Hello @tain_6941,
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 that you contact the seller directly in case the item has already been shipped, but the tracking number has not been updated, as this sometimes happens. If you do not receive a response from the seller, it is 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 indicate how to open the request yourself so that 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 to start the refund process and 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 receive a response after a few days, you can request eBay's help if you enter the case from your account and click the option "Ask eBay for Help".
I hope this information is helpful. Thank you for your attention and for being part of our community.
Best regards
Cinthia
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