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Order doesn’t arrive at home
Hi, I’ve ordered here twice and the first order arrived fine. When it got to my house, they made me pay customs fees… but when I ordered again, things got complicated. It never arrives or it gets stuck in customs and I don’t understand why it’s such a hassle, and on top of that they don’t even explain what I have to do so this doesn’t happen… I’m very, very disappointed!
1 comment
cinthia@ebay
Hello @habena-5063,
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 sent, but the tracking number has not been updated, as this sometimes happens. If you do not get a response from the seller, it is important that you check the estimated delivery date on your transaction, as our guarantee protects you for up to 30 days after the estimated date.
Below, I’m telling 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.
In the event that 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 request for help, but if you do not 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 "Request eBay Help".
Best regards
Cinthia
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