If you are happy with the solution from your seller and you're sure you don't need eBay to review the case, you should close the case. What determines if an item is "not as described"? The programme is designed to protect purchases that are usually sent by post – over 99% of listings on eBay are. The first step is to contact the member through … my ebay>> more actions >> contact seller >> select othertry and resolve with the seller give them chance to sort ititems are not deemed missing for 15 working days and you should not be looking for a refund before that timeif you cannot resolve you have 45 days from payment so go back the same route and select item not receivedescalate after 8 complete days iff still not resolvedbuyer returns at ther expense using online tracking before a refunda good seller will fund return if at fault but not obliged to, If the seller does not communicate or try to resolve ,you can open a dispute to get your money back. 4,105 Views Message 3 of 8 Most of the time, if your item hasn't arrived, the seller will resolve your issue for you. When you contact your seller in this way, we open a case so we can track your seller's response and help when needed. The case remains open, and I am wondering how long it will stay that way. If you received an item that's wrong, damaged or otherwise not as described, you should contact the seller so he or she can quickly help you with the issue. Try checking out on another device. Normally I would continue to wait happily enough, but the item's worth quite a bit of money, and I want to know who I should be following up as I know there's a time limit on everything to raise the issue- the seller, if they've not actually sent the item, or the post office, if they've lost it in transit. How long should I wait with no contact from the seller before considering opening a dispute? You always have the opportunity to upload pictures to share with the seller and view pictures that the seller has uploaded by going into the case details page in the Resolution Center. You can find below the answers to the most frequently asked questions about the eBay Money Back Guarantee (formerly called eBay Buyer Protection). Then you … The item was defective during first use (e.g., HDTV did not turn on). To do so, go back to your Purchase history in My eBay and click Contact Seller next to the item you ordered. Hello, In late May, I won a Mercedes-Benz brochure in an auction. From the Take action drop-down menu, select Have Customer Support review this case. To contact the seller for this reason, go to your Purchase history in My eBay, click Contact Seller next to the item you ordered and select Learn more about returns. I have since contacted the seller to ask about the progress of the shipment, but have not received a reply. Royal Mail do not consider an item to be lost for 15 working days. If you've opened a case and don't hear from the seller or reach a resolution with them after 8 days, you can refer the case to eBay so Customer Support can review the case. if your seller offered a refund, you should confirm you've received it. There was no reply so I wrote to her email address a couple of times in case the eBay one went to spam or something, but 2 weeks later, still no reply. In the few cases where we don't issue full refunds, it's normally because an item eventually arrived, or that you decided to keep an item that wasn't as described instead of returning it. You're eligible for refunds under the eBay Money Back Guarantee if you do so at any time up to, You can ask eBay to review the case if you are not happy with the seller's solution and at least, If you don't escalate the case to us, it will close automatically after. If you've opened a case and don't hear from the seller or reach a resolution with them after 8 days, you can refer the case to eBay so Customer Support can review the case. I have maintained communications with seller prior to dispatch - for example I accurately stated when I would make payment. View basket for details. The tracking number proves to the seller and eBay that you sent the item to the correct return address so we can make sure you'll receive your refund or replacement. How long should I wait before opening a case on ebay or paypal? The item should have been sent by special next day delivery. I received an item that doesn't match the listing description, what should I do? If you've received an item that wasn't as described, we'll usually help you return it to the seller and then refund you. I ordered June 21st! (Bearing in mind it will be three weeks since payment on. Ask eBay to step in and help. sometimes i may sell an item but it may take 3 - 4 days before i am able to get to an open post office to send. I seek advice and reassurance. I bought a item on ebay that was sent 1st class and I have been waiting in every day for it and it still hasn't arrived yet. Discussion in 'General Chatter' started by NDH, Jul 23, 2012. Find your case at the bottom of the page. How long should I wait before opening a case that i didnt recieve the item and get a refund.. If the estimated delivery time has already passed, you should contact the seller. as long as communication is used there shouldn't be a case to answer. If there's a problem, let the seller know as soon as you (should) have received your item. This lets us know you're having a problem and starts the formal process of resolving the issue – we call this opening a case. If you don't receive payment, you can open an unpaid item case in the Resolution Centre as early as 2 days or up until 32 days after the listing ended. To ensure all of our members have a great experience on eBay, most purchases are covered under the eBay Money Back Guarantee. eBay Money Back Guarantee policy 560671808734 5b83243e-d2c3-42a9-970a-5d9c1e8aff90:176cf3f3b33 19997 If your seller is having any issues with triggering your refund, they can contact the eBay or PayPal teams for support. The seller resolved my issue – what should I do now? i do put on my sales a 3 - 4 day handling time before postage. Now he said that have Paypal problems and now can't ship it and ask me to wait and when he resolve a problem, he will ship it. agree to most of these replies, and i think comms is the answer to this. You can open as soon as two days after the listing ends, or immediately if the buyer is no longer registered on eBay. I would've opened one long before that, No. To do so go to your Purchase history in My eBay, click Contact Seller next to the item you ordered and select Item I received is not as described. I believe the time frame for that service is 2-3 days. I shall write clearly, but in detail. Copyright © 1995-2021 eBay Inc. All Rights Reserved. The amount of time that it takes for an item to arrive often depends on the postage method that you selected when you bought the item. However there has been no sign of a parcel - no card left by Royal Mail, no package at the building. What happens now? Learn more about asking eBay for help. You have to wait for 8 complete days before you can escalate to a claim so that allows more time for the item to arrive. A seller may report an unpaid item if the buyer doesn't pay or contact them within 2 days. eBay Money Back Guarantee protects you in case you do not receive your item or if the item is not as described in the listing. You need to report a case within 32 days of the listing ending. (Same day, late pm.) If you're using the eBay desktop site, try checking out on the mobile site or app, or vice versa; Try checking out on another browser. You can review the estimated delivery time on the Order Details page. Managing unpaid items cases Sellers may close the case when a buyer has not paid within 4 days Sellers may be eligible to receive a final value fee credit, and if they relist … What does a "case" mean – are there any consequences for the seller? As with every programme like this, there are some rules: You can find all details on the eBay Money Back Guarantee policy page. Your buyer has two to four days to send payment. the OP cannot close the dispute just after the 8th day; I do not how long after the auction end they opened it, but it was opened week ago. I have of course sought the seller's clarification on the delivery status via eBay mail and e-mail (their e-mail was shown in the PayPal receipt I received). If you haven't received an item or returned an item that wasn't as described, you will be refunded the purchase price and original postage. There are three main timelines that you should be aware of: If you refer a case to eBay, Customer Support will review all the information and get back to you within 48 hours. You need to report a case within 32 days of the listing ending. To find this page, look up the item you ordered in your Purchase history in My eBay and click on More actions and then View order details. Today I realised that i'm still waiting on sunglasses I ordered from the UK a while ago so logged in to check on details. In this case, you should contact the seller via My eBay selecting item not as described, so we can track the resolution and help if needed. Once you've contacted the seller they should quickly get back to you and offer a resolution, or ask for further information if that's necessary. Sellers can open an unpaid item case through the Resolution Center. Canceling your case Ebay allow you to open an item not received dispute 1 day after the estimated delivery date. We take fraud very seriously and investigate any cases that we believe to be opened with fraudulent intent. I received the correct item, but I changed my mind and don't want it any more – what should I do? There lack of response to your messages does not inspire confidence. Note: After you've closed a case, you won't be able to reopen it. However, the item was only marked 'Dispatched' one week after payment, on Thursday 25th July. If it was opened on the 5th day, today would have been already 12th day. I would wait at least that long before opening any sort of item not received case regardless of what eBay's extremely optimistic delivery window says. So, assuming I continue to receive no communication from the seller & the parcel does not arrive, when would be a reasonable date to open a case for not receiving the item? We always encourage our members to communicate with each other when there's a problem with a transaction. The item is missing parts or components (e.g. Yet, still, I have received zero correspondance. Buyers abusing this system are subject to action on their accounts as described in the User Agreement. Ebay item unpaid - How long to wait until opening a case? i have had many buyers start a case but after a message it is resolved. Learn more about the refund process. For example, if the listing ended on 5 October at 11.15 am, you can open the case from 11.15am on 7 October. You can now open a case after 2 days - Ebay changed the rules at the beginning of the month. Report an unpaid item After opening a case, the buyer has 4 days to respond or pay for the item. If you're not satisfied after 8 days, ask eBay to get involved (do not wait more than 30 days) eBay sorts it out We'll get back to you in 48 hours – If your case qualifies, we will quickly issue a refund. So before you do so, you should make sure your issue is fully resolved, e.g. Auto-suggest helps you quickly narrow down your search results by suggesting possible matches as you type. You can also try signing out, clearing your cache and cookies, and signing in again before trying to check out again; Make sure your payment method hasn't expired. There lack of response to your messages does not inspire confidence. Ebay allow you to open an item not received dispute 1 day after the estimated delivery date. triber. We always encourage our members to communicate with each other when there's a problem with a transaction. Copyright © 1995-2020 eBay Inc. All Rights Reserved. The estimated arrival date was Tuesday 23rd July - this suggests to me that the delivery should take around 3 Workind Days. For example, the listing said "new" and the item has clearly been used. Although in one instance I was perhaps stern, I have never been rude. Cases are typically opened when a buyer on eBay doesn't send payment for an item after the bidding closes, or when a seller on eBay doesn't provide an item after payment is sent. See also: I contacted the seller. An item is not as described if it is materially different from what the seller described in the listing for that item. How long does a case stay open? This includes for example, If the item was accurately described but you no longer want it, this is not covered by the eBay Money Back Guarantee. How much longer should I wait before opening a case in eBay's resolution center? {"modules":["unloadOptimization","bandwidthDetection"],"unloadOptimization":{"browsers":{"Firefox":true,"Chrome":true}},"bandwidthDetection":{"url":"https://ir.ebaystatic.com/cr/v/c1/thirtysevens.jpg","maxViews":4,"imgSize":37,"expiry":300000,"timeout":250}}. Something went wrong. But that is OK, eBay gives 36 days after the listing ended to close the case. On Thursday 18th July, I won bidding & paid for an item + P&P via PayPal (~£80). The seller didn't resolve my issue – how do I ask eBay to step in? Opening a case when you've already received a refund, claiming you didn't receive an item which you did or opening a case as retaliation against a seller, or making false claims is considered abuse of the eBay Money Back Guarantee. You can open a case 48 hours after the completed sell (finished auction or agreed upon best offer). You received a different item or different version. Joined: Dec 7, 2010 Messages: 20,994 Likes Received: 511. On the 5th day, you can close the case by going to the Resolution Center - opens in new window or tab and selecting Receive fee credit, then Close case on the following page After you open the case the buyer has 4 days to pay. It is a reliable seller, with a 99.3% positive rating after nearly 1000 transactions. 1) Problem with your purchase? Find your case at the bottom of the page. I still give them 4 days unless they have a feedback of less than 5, or have "negative" comments made in their feedback re paying. i sell on ebay however i do work and do many hours. The first suggestion is to Contact the Seller. What happens if I ask eBay to review my case? concert tickets arrived after the concert), we consider this as 'not as described'. If you received an item that wasn't as described, the seller will often ask you to return it and then send a refund or a replacement. When you contact your seller this way we open a case so we can track your seller's response and help when needed. There is no case whatsoever open on eBay and when I try to click on the item on "Sold items" on eBay, it says "the item is either not available anymore, or has been removed". ebay help - how long before opening dispute? Thus, I would have expected it to arrive the Tuesday (30th) or Wednesday (31st) just passed. Thank you in advanced for your assitance. The first step is to contact the member through … The only communication I have seen is the item being marked 'Dispatched'. Under eBay’s Money Back Guarantee, you can open a Dispute for Item Not Recieved for the 30 days following the last estimated date for delivery that you were given on purchase. It doesn’t include vehicles, real estate, businesses for sale, digital goods or services. NDH 5 on earth and 5 in heaven. Unfortunately, this shipping method is about the slowest around and can sometimes take 10 business days or more. I would be inclined to open a dispute immediately. You're covered by the eBay Money Back Guarantee for just about every purchase on eBay.co.uk when you pay with PayPal. Consumers who purchase items from business sellers over the internet generally have the right to return the item (Learn more about your rights.) Report an unpaid item; After opening a case, the buyer has 4 days to respond or pay for the item. {"modules":["unloadOptimization","bandwidthDetection"],"unloadOptimization":{"browsers":{"Firefox":true,"Chrome":true}},"bandwidthDetection":{"url":"https://ir.ebaystatic.com/cr/v/c1/thirtysevens.jpg","maxViews":4,"imgSize":37,"expiry":300000,"timeout":250}}. If you received an item that did not match the listing description, many sellers will ask you to return it before they send a refund or a replacement. You have to wait for 8 complete days before you can escalate to a claim so that allows more time for the item to arrive. This wikiHow teaches you how to close an open case against a buyer on eBay. I would be inclined to open a dispute immediately. ---------------------------------------------------------------------------------------------------, --------------------------------------------------------------------------------------------------------------------, -------------------------------------------------------------------------------------------. Here's how: Go to the Resolution Centre. If you received an item much later than promised and now cannot use it any more (e.g. If you haven't received an item, we usually refund your money immediately via PayPal. Now this might not seem so bad - but my major concern here is the ack of communication from the seller. Community Member 04-08-2015. 2 weeks is ample time IMO if its a  UK to UK transaction. 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