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Seller doesn't ship, purchase made 28 days ago, won't accept cancellation
Good afternoon,
I bought a product 28 days ago. Since the seller was not fulfilling their obligations, I contacted them and they told me that they are on vacation and that they have 30 days to ship. There is no indication that they were on vacation in their profile or in the listings. I requested cancellation and they told me no.
Do sellers have a deadline to ship purchases? Why can’t buyers cancel an order directly if the seller doesn’t ship it?
Thank you.
1 comment
cinthia@ebay
Hello @palmoutaboada,
Thank you for your message. On eBay, sellers must ship the items within the time stated in the listing or in the seller profile. If this time has already passed and you have not received your order, you can open a case for "item not received" directly from your eBay account. This allows eBay to step in and help you resolve the situation.
Regarding cancellation, while the order is being processed and before the seller ships it, you can request the cancellation, but the seller has to accept it; it is not automatic. If the seller rejects the cancellation and the estimated delivery time has been exceeded, the best option is to open a case for item not received.
On eBay, we have eBay Customer Guarantee Protection to cover your purchase in situations like these, where you have not received your item. If you do not receive 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 start the process to ask for 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 communication between the seller and you.
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".
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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