Item not received. eBay have closed case dou to inactivity for 21 days ?

[kt66-95]

I bought an item on ebay uk several months ago. I am in Spain. The item never arrived, tracking, royal mail signed for. Tracking is pathetic and showng nothing since june. I opened a case, only to be told i am not covered under the eBay guarantee. Now eBay have closed the case  due to inactivity for 21 days. I was away for 10 fays, and had no internet where i was staying, so could not tespond to seller asking if i had recieved item yet. I have tried to appeal ebay closing the case, but they won't let me appeal 

[cinthia@ebay]

Hi kt66-95, 

Thank you for reaching out and explaining your situation. eBay’s Money Back Guarantee and overall buyer protection policies are designed to help resolve problems with purchases, but they do operate within strict timeframes. You'll need to open the case within 30 days of the estimated delivery date or the delivery of the item and if you don't, the protection is void. 

When you open a case, it's essential to respond promptly to messages from the seller and to any requests from eBay, as the case will remain active only for a specific period (typically 21 days). If there's no activity during that window, eBay may automatically close the case due to inactivity and if you were traveling, we have to keep the same standard for every members in order for our processes to be fair to all, so no exceptions can be made. 

Once a case is closed for inactivity, it unfortunately cannot be appealed or reopened, even if your lack of response was due to travel or lack of internet access. These time limits are in place to ensure a fair and efficient resolution process and to help both buyers and sellers move forward without prolonged uncertainty.

If you're still unable to reach a solution with the seller directly, you may try contacting them through eBay Messages to see if they’re willing to cooperate, but eBay’s buyer protection does not cover claims submitted outside the set timeframes.

For the future, please keep in mind:

• Always respond to case updates as soon as possible.
• Try to check eBay messages regularly if you’re expecting a resolution.
• If you know you’ll be away, consider informing the seller or postponing your case until you can stay engaged.

Hope this information is helpful. 

Un saludo

Cinthia

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