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Refund for a purchase
Good morning, I have a serious problem. I made a purchase, a pre-order of an ETB, in the end the seller couldn't send me the order and there's no way for them to refund my money. The seller says eBay has the money, eBay says the seller has the money, and there's no way to solve it. Can someone tell me what I could do
1 comment
cinthia@ebay
Hello @freviteri_0,
I understand that you never received the item and I’ll be happy to tell you how to proceed to get a refund. 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 get a response from the seller, it is important that you check the estimated delivery date on your transaction, since 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 begin the process to ask for a refund and back our guarantee, if you are still within those 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 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 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 Help from eBay".
I hope this information is helpful.
Best regards
Cinthia
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