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for eBay customer service:
for eBay customer service,
**Subject:** I have not received the product. The item has not arrived.
**Order date:** October 30, 2024
Dear eBay customer service,
I am writing to inform you that I still have not received the product I bought 10 days ago, an HP45 ink cartridge. I have tried to contact the seller through messages on eBay, but I have not received any response.
I am concerned about the safety of purchases on eBay and fear that these situations are happening repeatedly, possibly due to the bad intentions of some fake sellers on the platform.
In addition, I have tried to start the refund process in the relevant section of eBay, but the system does not allow me to do so. According to the information on the website, I had to wait until November 7 to make the request, but today, November 8, I still do not have access to that option.
I would appreciate your help in resolving this issue as soon as possible.
Sincerely,
1 comment
cinthia@ebay
Hello @kaori100
Thanks for your message.
On eBay, we have eBay Customer Guarantee Protection to cover your purchase in situations like this, where you haven't 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 don't get a response from the seller, it's important that you check the estimated delivery date on your transaction, since our guarantee protects you for 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 ask for a refund and back our guarantee, if you're still within those 30 days. You can open the case here, this will alert the seller so they can start 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 will have to 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's rare for sellers to ignore your help request, but if you don't 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 "Request eBay Help".
I hope this information is helpful.
Best regards
Cinthia
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