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The order hasn't arrived
Hello, good afternoon, I bought an item on ebay in August of last year, it has not arrived, on the order page it shows pending delivery, I opened a case but they tell me that the item was already delivered, when I never even got the international tracking number, what can I do? I am from Argentina
2 comments
cinthia@ebay
Hello @arielelo0,
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, since 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, because our guarantee protects you for up to 30 days after the estimated date.
Below, I will indicate how to open the request yourself so that you can begin 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 that 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 at 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. 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 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 "Request eBay Help".
Best regards
Cinthia
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arielelo0
OP2 years agoHi, Cyntia, thanks for your quick response.
But I already contacted the seller to ask for the tracking number, and he tells me he can’t do anything, that I should contact eBay.
I placed the order on August 25, 2023, and it had an estimated delivery date between October 2 and October 23, 2023. The shipment still shows as pending on the eBay page, the return period expired on November 22, and on November 15 I filed a claim for the order not received, and eBay replies that it decided to close the case because the seller provided tracking information indicating that the item was delivered to my address, which is not true, but when I ask the seller to give me the same information, he replies that he can’t provide it.
I contacted customs in my country (Argentina), and they inform me that they need the international tracking number, which has 2 letters, 9 numbers, and ends with 2 letters.
the tracking number I have is ***** which is not useful to me according to customs.
the order number is
Order number:19-10452-96298