topic Missing item in Ask a member

Missing item

chrimcnau0 — Tue, 17 Jun 2025 01:08:14 GMT

Hi. I purchased an ebay item via Facebook and received a confirmatory email that advised I would receive notification when it was ready to be collected. The due date came and went with no notification, and I finally contacted the facility where it was to be delivered. I was informed that they didn't have the item and as I hadn't turned up to collect it, it must have been returned. Since then, I've been in this bizarre "argument" with the seller who just keeps repeating the same spiel; that a family member has probably "put it aside" and that I should ask them. So the bottom line is that I now have no item and no money. I've tried to address this on the ebay website but couldn't seem to find any method other than dealing with the automated assistant, which was useless. I'd be very grateful for some help, thank you.
I forgot to mention that the item is not showing in my purchase history.

Re: Missing item

twyngwyn — Tue, 17 Jun 2025 01:24:16 GMT

…via Facebook? Were you transferred to eBay to pay?

How long ago was this?

Do you have an item number or not?

Re: Missing item

chrimcnau0 — Tue, 17 Jun 2025 01:41:09 GMT

I was asked if I wanted to continue via FB, so that's what I did. Item number is

405292172224. It was ordered in May, due to arrive 5 June. I contacted the delivery facility on 15 June.

Re: Missing item

sandypebbles — Tue, 17 Jun 2025 01:47:12 GMT

Possibly the same outcome as buying as a guest?

I'd never log in via social media, but then there is no reason I need to or want to

The seller is registered in China, and has terrible feedback, so not surprised you have an issue

Maybe try the link for buying as a guest, I don't know?

Buying as a guest | eBay

Re: Missing item

chrimcnau0 — Tue, 17 Jun 2025 02:57:43 GMT

Thank you for your suggestion. Even though it was through FB, ebay still recognised me; my first name and user name were displayed on the page.

Any suggestions on what I should do next? I have a bad feeling about this. Am I protected at all by ebay?

Re: Missing item

*casey* — Tue, 17 Jun 2025 02:59:15 GMT

Go to your Purchase History page and make sure the 'See Orders' drop down box options are set to the correct timespan

As well as the guest option , could you have logged in through Social Media ?

https://www.ebay.com.au/help/account/signing-account/signing-account?id=4189#section4

Are you able to use the item number to open an 'item not received ' claim using the information in this link?

https://www.ebay.com.au/help/policies/ebay-money-back-guarantee-policy/ebay-money-back-guarantee-policy?id=4210

Re: Missing item

chrimcnau0 — Tue, 17 Jun 2025 03:18:57 GMT

Thank you for your response. I tried all of your suggestions but the item is not in my purchase history. And when I provide the item number, this is the reply "We're sorry, but there are no items that match your search."

Is it possible that the seller has managed to circumvent ebay altogether and I've just been dealing with the seller? The only tangible thing I have is the initial confirmatory email.

Re: Missing item

sandypebbles — Tue, 17 Jun 2025 03:26:12 GMT

When I looked up the item number you gave, it is under completed listings

As mentioned, seller registered in China who has terrible feedback

Since the seller has not left you feedback on this account, that is why I wondered if logging in via Facebook has the same result as buying as a guest

Did you pay using PayPal ?

Re: Missing item

*casey* — Tue, 17 Jun 2025 03:27:13 GMT

You're covered if you paid through eBay Checkout.

If that's the case, go to the bottom of the page in the following link.

Click on "Contact Us' and on the right hand side of the page, you'll see the automated assistant.

Ask to speak to a supervisor

https://www.ebay.com.au/help/policies/ebay-money-back-guarantee-policy/ebay-money-back-guarantee-policy?id=4210

Re: Missing item

chrimcnau0 — Tue, 17 Jun 2025 03:32:00 GMT

No, I paid with a card. I don't actually "log in" via FB. I'm asked which way I want to access ebay, one of the options being facebook. When I click on that link, I'm taken straight into my ebay account (so no password or anything else required).

I've been reading (too late) the feedback. I'm not the only one who hasn't received their item.

Re: Missing item

chrimcnau0 — Tue, 17 Jun 2025 03:41:06 GMT

Thank you.

Re: Missing item

chrimcnau0 — Tue, 17 Jun 2025 03:51:50 GMT

Thank you to everyone who offered help! I've now spoken by phone with an ebay agent, who was very helpful. He's going to contact the seller.

Re: Missing item

*casey* — Tue, 17 Jun 2025 04:11:55 GMT

@chrimcnau0 wrote:
Thank you to everyone who offered help! I've now spoken by phone with an ebay agent, who was very helpful.
He's going to contact the seller.

If you don't hear anything within 48 hours, PLEASE go back to eBay Help and ask the supervisor to open an
"item not received" claim manually for you.

You only have 30 days from the last estimated delivery date to make a claim

Re: Missing item

chrimcnau0 — Tue, 17 Jun 2025 04:40:44 GMT

He told me that he had to wait until 21 June (Saturday) and would call me again on Monday 23rd. He had quite a strong accent and I couldn't understand what he said the reason for the delay was. He acknowledged that the sender is in China and he found my purchase in the system, the description of which he confirmed with me. He advised me that he had to speak to people in "the back office". Would you know why I have to wait til next week for an update?

Re: Missing item

*casey* — Tue, 17 Jun 2025 06:04:43 GMT

Before I advise you to go back to eBay Help and insist a supervisor opens an " item not received " dispute for you manually....

Can you confirm that you purchased the item which is showing as purchased on May 22nd ?

If yes, I think this should have shown as delivery between 29th May and 1st June.

Happy to be corrected.

You said you received a confirmatory email . Was this from eBay or the seller ?

Can you confirm you paid through eBay Checkout ?

You said that it was due on 5th June. Is this because you were given a tracking number ?

If yes, what does the tracking show now ?

Can you please double check your Purchase History page > See Orders > Timespan and confirm it's not in your Purchase History

Re: Missing item

countessalmirena — Tue, 17 Jun 2025 06:29:35 GMT

OP, you did indeed log in via your Facebook credentials.

(For the record, I don’t recommend this.)

See this link: https://www.ebay.com.au/help/account/signing-account/signing-account?id=4189

If you use the same email address for your Facebook as for your eBay account, you’d have been prompted to enter your password, and the two accounts would have been linked.

https://www.ebay.com.au/help/account/signing-ebay-account/signing-ebay-account?id=4191#section3

If you didn’t use the same email address for your Facebook account as for your previous / existing eBay account, then you’d have created a new eBay account.

In that case, you’d have to log in again via the Facebook method in order to see orders made while logged in to that account, and to log in to your other eBay account using email (or username) and password as usual, to see orders made using that account.

However, it seems moot at this point, as you’ve managed to have the order identified in your communication with CS. Make sure you follow through with opening a dispute asap. You should indeed be covered under the MBG, but don’t let the 30 day period lapse. Equally, if seller doesn’t refund within 4 days of your opening the MBG, you should see an option appear to escalate the case within the dispute itself, and you should click on that. Don’t let the dispute time out; it would then close without resolution and without the option to reopen.

I strongly suggest you log in now as you did when placing the order, to see the purchase and to open the INR case (Item Not Received) if the case hasn’t already been opened by the CS rep. If the case has already been opened on your behalf, you’ll still need to be able to see it so that you can escalate if/when necessary.

Re: Missing item

chrimcnau0 — Tue, 17 Jun 2025 06:58:13 GMT

Thanks for your response. No, I wasn't prompted for anything. I think I've probably used this method previously and didn't have to do anything. All I do is Google ebay and when I get there, I'm asked if I want to continue with FB. I'm taken straight to ebay, with my first name in the greeting in top left corner. I still can't see the order in question. But I can see previous transactions.

I've since received another call from the agent (not sure why) who has closed the case in my favour and assured me that I will receive a refund. I can only hope for the best.

Re: Missing item

*casey* — Tue, 17 Jun 2025 07:07:24 GMT

Very occasionally eBay have been known to read a thread.

Great news that a case was opened and closed in your favour.

The refund will go back to your card and may take a few days.

Re: Missing item

*casey* — Tue, 17 Jun 2025 07:22:32 GMT

"To your card"

To your original funding source

Re: Missing item

chrimcnau0 — Tue, 17 Jun 2025 21:47:33 GMT

Yes, I wondered if he had seen this thread.

Thank you so much for your help!