Order Not Received and Refund Issue – Need Help

josecarhuatoct_0 — Tue, 26 Aug 2025 15:32:21 GMT

Hello eBay Community,

I need advice regarding a serious problem with an order I placed.

On June 10, I purchased a cellphone for USD 1,065.99 (including shipping) with the following shipping information:

Payment was made with a Visa card

Unfortunately, I never received the cellphone, only some phone cases. During this time, my eBay account was blocked, which prevented me from requesting a refund. I also contacted my bank in Peru, but they could not help because they required a return receipt.

Recently, eBay reactivated my account after I called them. I then requested a refund, but it was rejected. I believe this may have been done by the seller.

Now, the seller wants to refund only 90% of the total, which is unfair because this situation was not my fault. I also no longer see the option to generate a refund request on my account.

I am asking for advice: Can the seller issue a full refund now that my account is active? What steps can I take to ensure I receive the full amount I paid?

Thank you very much for your help and guidance.

Re: Order Not Received and Refund Issue – Need Help

cinthia@ebay — Mon, 25 Aug 2025 09:57:06 GMT

Hi josecarhuatoct_0,

I understand that your account has now been reactivated but if the timeframe to open a case for item not received has pass, we won't be able to extend that period and the eBay protection has expired.

We recommend to continue working with your seller and/or review dispute options outside eBay such as your payment processor to try for a full refund.

I hope this information is helpful.

Cinthia

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