topic Re: Item not received case in Buying

Item not received case

id43564 — Tue, 04 Mar 2025 05:41:14 GMT

Seller never sent item. International item UK to AU.

They lied and marked it as sent untracked (to hide the lie). Item listing did not state as being sent untracked. He has form for not posting out items.

Waited the 3 weeks until due date had passed.

Put in claim last week for item not received and requested refund on the claim

as not prepared to wait any longer.

Seller rushed to post office within an hour or two of receiving the claim and posted the item tracked.

He had been asked for a refund both on the claim and by messages from me, which he ignored.

Item now in Australia which took a few days.

Ebay system has now refused to refund even though the extra few days he had after the due date, has passed. Ebay has now put the case on hold and has extended the due date because tracking shows the item is on it's way, which it should not have been because the claim was for a refund because he never sent it in the first place and I don't see why he should get the business having never sent it and lied about having sent it.

Now been told that I have to wait for the item to arrive up to the 14th March (new due date). How is it possible that the seller can just lie,, not send the item, ignore the claim for a refund, sent the item 3 weeks late after lying that he sent it and then Ebay ignores it's item not received guarantee and just extends the due date to accommodate the liar. And worse, I have to send it back by refusal to accept delivery which takes up to 3 months to be returned as it's a low priority for Oz Post. Plus I will have to wait up to a total of 4 months from original purchase date to receive a partial refund less GST and outbound postage for an item he was told not to send.

How is any of this fair or right?

I can't get to speak to a supervisor in item not received escalations despite spending 9 hours and about 30 phone calls trying to get past their guard dogs in their call centre.

Thanks for my 15 year loyalty they tell me every time I call up, but the one time I need them to help me they just shout me down to shut me up.

I do not know what to do now that won't end in my being out of pocket by sending it back and that lying snake getting away with gaming the system.

Re: Item not received case

twyngwyn — Tue, 04 Mar 2025 05:44:33 GMT

what is the item number?

Re: Item not received case

id43564 — Tue, 04 Mar 2025 05:47:48 GMT

154304002117

Re: Item not received case

paper-jack — Tue, 04 Mar 2025 07:05:44 GMT

So you bought an item, it didn't arrive and you asked for a refund. Now it is on its way you intend to send it back when it arrives? Assuming you wanted it in the first place, why would you send it back? Seems a bit of "cutting off one's nose to spite one's face" action.

Re: Item not received case

id43564 — Tue, 04 Mar 2025 07:07:13 GMT

Two of them.

Re: Item not received case

id43564 — Tue, 04 Mar 2025 07:13:35 GMT

No it isn't. He lied, he didn't send the item when he said he had and sent it 3 weeks later after he was told to refund and not send it. I don't see why I should reward him by keeping my money when he lied and a month later I still dont have the item or the refund he was supposed to make.

Why should he endlessly be given extended due dates when he marked it as sent untracked but never sent it. You can reward liars if you want, I don't see why I should have to.

Re: Item not received case

twyngwyn — Tue, 04 Mar 2025 07:21:09 GMT

so, you've left them negative f/b......no, it's not fair....I hope that when you do receive them that you are delighted....but if they are not 'as described', then you have an 'out'.

I don't know what else to say, sorry.....

Re: Item not received case

id43564 — Tue, 04 Mar 2025 07:26:37 GMT

The fact remains that I was told yesterday by Ebay claims to call today for my refund if I didnt get the item by yesterday as per the Ebay item not received guarantee. The fact that the seller ignored the refund request in the claim is their problem that they then sent it. Ebay then surely can't extend the due date when the claim was for a refund not a replacement (though in this case it wasn't a replacement as he never sent it).

The issue is Ebay moving the goal posts/due date to suit themselves and then blocking me from talking to anyone who can do anything about it.

Re: Item not received case

twyngwyn — Tue, 04 Mar 2025 07:30:37 GMT

I get it......AI is now their 'go to' 😥

Re: Item not received case

id43564 — Tue, 04 Mar 2025 07:34:54 GMT

Thanks, I appreciate your supportive understanding. I just don't like liars gaming the Ebay system and then Ebay giving all the support to the slippery liar whilst ignoring their own guarantee.

Re: Item not received case

lezned-toycollector — Tue, 04 Mar 2025 14:49:57 GMT

@id43564 wrote:
Seller never sent item. International item UK to AU.
They lied and marked it as sent untracked (to hide the lie). Item listing did not state as being sent untracked. He has form for not posting out items.
Waited the 3 weeks until due date had passed.
Put in claim last week for item not received and requested refund on the claim
as not prepared to wait any longer.
Seller rushed to post office within an hour or two of receiving the claim and posted the item tracked.
He had been asked for a refund both on the claim and by messages from me, which he ignored.
Item now in Australia which took a few days.
Ebay system has now refused to refund even though the extra few days he had after the due date, has passed. Ebay has now put the case on hold and has extended the due date because tracking shows the item is on it's way, which it should not have been because the claim was for a refund because he never sent it in the first place and I don't see why he should get the business having never sent it and lied about having sent it.
Now been told that I have to wait for the item to arrive up to the 14th March (new due date). How is it possible that the seller can just lie,, not send the item, ignore the claim for a refund, sent the item 3 weeks late after lying that he sent it and then Ebay ignores it's item not received guarantee and just extends the due date to accommodate the liar. And worse, I have to send it back by refusal to accept delivery.....

I haven't read any further.... but if you actually do that, you void the MBG. That's the dead set quickest way to screw yourself over.

Re: Item not received case

designers*n*more — Tue, 04 Mar 2025 15:51:01 GMT

Was just about to send the same!

Re: Item not received case

id43564 — Tue, 04 Mar 2025 18:22:20 GMT

It was the seller and Ebay who suggested I refuse delivery...not my idea. I'm screwed either way: If sent it back by refusal, it takes up to 3 months, is free of cost or I send it back at my cost and pay the postage outbound and return which will mean the total postage will probably come to more than original cost for the item and postage so in effect, no actual refund.

As for the guarantee.....Ebay have already voided it by extending the due date to 14th March because the seller sent it eventually, even though the claim was for a refund not a 'replacement'.

Re: Item not received case

etb321 — Tue, 04 Mar 2025 21:33:41 GMT

Wait until you receive the item. It might be what you wanted or it might not. If not, open an item 'not as described' case.

Re: Item not received case

id43564 — Tue, 04 Mar 2025 23:10:44 GMT

I think this comes down to two questions.

1. Does the seller have to abide by a claim for a refund for item not received and does sending the item void the claim for a refund or does it still stand?

2. Where there is a claim for a refund for item not received and the seller ignores making the refund and sends anyway (especially where they lied and never sent the item in the first place), can Ebay disregard their own item not received guarantee and extend the due date if the seller has sent the item after the claim for a refund for item not received by the original due date?

Re: Item not received case

springyzone — Thu, 06 Mar 2025 08:21:22 GMT

@id43564 wrote:
I think this comes down to two questions.
1. Does the seller have to abide by a claim for a refund for item not received and does sending the item void the claim for a refund or does it still stand?
2. Where there is a claim for a refund for item not received and the seller ignores making the refund and sends anyway (especially where they lied and never sent the item in the first place), can Ebay disregard their own item not received guarantee and extend the due date if the seller has sent the item after the claim for a refund for item not received by the original due date?

1. I would think it comes down to what ebay rules on this and in your case, it seems as if ebay has given the seller extra time for the package to arrive.

In my opinion, if you opened a claim and there was no tracking number in the system at that time, you should have been given a refund, but obviously that seller has hightailed down to a post office, as you say, then got online to provide a tracking number in his reply. Very annoying.

But I am not ebay & ebay has given them an extension.

Had there been no tracking number provided at all, I think ebay would have awarded you the claim and the seller would have had no choice but to abide by that.

I suspect that your claim is still open, it has not been voided as such. If the seller's item is not there by the extnded date (14 March) then you should be able to finalise your claim. If it arrives before then, then yes, I think your claim is void in ebay's eyes.

2. It would seem so, wouldn't it! As someone said, so much on ebay is automated these days. I would think the system just took into account the tracking number without looking too closely at the exact time or date it was generated. In any case, the seller has been given an extension..

-------------

Whatever you do, do not just return the item to sender or refuse to pick up from PO.

You'll likely lose everything, money plus the items. It will be deemed your fault you didn't get them. Remember, the official date now is the 14th as far as ebay is concerned. Ebay isn't considering the earlier dates.

So take possession of those items, examine them carefully. Slightest deviation from the ad and you can open a different claim-for item not as described, faulty, whatever. You'd be likely to win that one!

Re: Item not received case

id43564 — Thu, 06 Mar 2025 08:36:34 GMT

Thanks for your reply which shows good sense.

Things have moved on since yesterday.

Now that the item has arrived and the original case closed, Ebay is insisting that because the original due date was missed, that the seller needs to provide a full refund plus the return postage in advance.

You are correct that the AI probably didn't take into account the original untracked issue or that the actual tracked posting happened after the claim was received by the seller.

Nevertheless the item had to arrive for it to be returned, hence the extended due date so that the claim was put on hold until then.

Judging by the reaction I got from the agent who explained all this and arranged for this to get sorted, the agent was furious with the seller and this matter is going to have repercussions for him having been reported to Trust and Security.

It's right that sellers like this don't keep getting away with gaming the system because it creates so much hassle for everyone. It's going to cost him a lot of money for postage both ways so hopefully he will never do this again to anyone else.

Re: Item not received case

springyzone — Thu, 06 Mar 2025 19:35:28 GMT

Wow, I must admit, I didn't see that coming.

I assumed that if the item arrived, ebay would be happy with that outcome and deem it as problem solved.

You are right, the seller will learn a lesson if he has to provide return postage and full refund.

What is baffling me is why any seller would do all this. If the seller was prepared to dash to a post office and send it once you opened a claim, then why not send it earlier, on time, and avoid the problem?

The only conclusion I can come to, and it's a bit of a worrying one, is that the seller is playing Russian roulette, in that maybe many buyers complain to him but don't know enough to actually open a claim in time, so the seller gets away with keeping the item plus the money. But if a buyer opens a claim, he immediately sends the item in the hope he can stay under the ebay radar?

It would be a risky game to play though.

Re: Item not received case

id43564 — Thu, 06 Mar 2025 21:45:44 GMT

Either way Ebay are going to go back and review all his past transactions and reviews to see if there is a pattern.

If this sort of behaviour started to catch on because sellers found that they could get away with it, Ebay would become a no go zone for many buyers.

The total cost of the postage both ways which he has to pay, is about $180 AUD (about 90 Pounds) so it was a gamble which backfired badly for him.

Re: Item not received case

repentatleisure1952 — Thu, 06 Mar 2025 23:32:07 GMT

@id43564 wrote:
Either way Ebay are going to go back and review all his past transactions and reviews to see if there is a pattern.
If this sort of behaviour started to catch on because sellers found that they could get away with it, Ebay would become a no go zone for many buyers.
The total cost of the postage both ways which he has to pay, is about $180 AUD (about 90 Pounds) so it was a gamble which backfired badly for him.

I hope you receive a refund.

There is no way that eBay can force the seller to provide return postage.

Much of what you were told was to placate you & get you off the phone.

Is there a current case open?