Can't seem to find help anywhere.

[pestomi_26qonszvm]

Hello there. At the end of April I ordered two books via eBay in the usual manner, from two different sellers. One of them arrived without any drama, but the second has gone missing. It was scheduled to be delivered by post between mid May and the first week of June. Because of the COVID-19 situation, I gave it a couple more weeks just in case there were delays with quarantine, etc. Yesterday (June 22) I sent a message to the seller, along with a screenshot of the order details and payment. This morning I received an email back from that seller saying that they had no record of the order, and suggested that I may have the wrong seller details.
I double-checked everything and no ... the seller WAS the correct one. I then looked around to see if I can get eBay to help out, but I'm damned if I can find any contact address or email address for their customer service office.
I've bought things off eBay many times over the years, but this is the first time that I've made a payment in good faith and have had the seller (and eBay!) turn their back on me.
Any ideas or recommendations would be appreciated.

[digital*ghost]

If the order is in your purchase history, you should have the option to contact the seller from there - the message the seller receives will be linked to that transaction where there's also a link for them to view the order details. There's also a "I didn't receive this item" reason you can select when contacting a seller, which automatically opens a request (i.e. dispute). Neither of these options can possibly go to the wrong seller. 

Just keep in mind delays can be a bit longer than 2 weeks at the moment, unfortunately (for economy post services, I've been quoting 6-8 weeks to my international customers) - was there a tracking number at all? 

[paper-jack]

FIrst of all a 3 week delay is quite possible at the  moment.

If there is a tracking number showing on the purchase history page details for the order,  you can check with Australia Post to see where the parcel is - and you could lodge a missing item request with AP if it appears to have been stuck somewhere for over a week, that may move things along.

If there isn't a tracking number showing, I suggest contacting the seller via the link and asking if they could provide a tracking number so you can see where your parcel is.

Hope this helps.

[springyzone]

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@digital*ghost wrote:

If the order is in your purchase history, you should have the option to contact the seller from there - the message the seller receives will be linked to that transaction where there's also a link for them to view the order details. There's also a "I didn't receive this item" reason you can select when contacting a seller, which automatically opens a request (i.e. dispute). Neither of these options can possibly go to the wrong seller. 

Just keep in mind delays can be a bit longer than 2 weeks at the moment, unfortunately (for economy post services, I've been quoting 6-8 weeks to my international customers) - was there a tracking number at all? 

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I'd do what digital ghost suggested & go to your My ebay/ purchase history and then I would click on the 'I didn't receive this item' tab.

I think this would be the best thing as it would force the seller to give you some sort of satisfactory response.

I understand items are sometimes being delayed in the post but we're now talking about something that is almost a month overdue, given it could have been expected from mid May onwards. What would worry me more is the seller saying they had no record of the sale. They are not saying it is running late, they are saying there was no order at all & haven't sent you anything.

You may have had a few purchases on ebay but your feedback score isn't reflecting that, you look like a newbie and some sellers might think it is easier to fob you off.

Ebay has not turned its back on you. How on earth would they know you are worried or haven't received your item unless you let them know? You need to open an official case and follow it through and you'll most likely get a refund. Don't delay because there are time limits (read up on terms & conditions) but if ebay gives no satisfaction, you can then open a paypal claim.

[digital*ghost]

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@springyzone wrote:

I understand items are sometimes being delayed in the post but we're now talking about something that is almost a month overdue,

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I'd be concerned with the seller's response as well, assuming it definitely is the correct seller, but just did want to note here that it's 2 weeks past the ETA, not a month (by which I mean if something has an ETA of 1-2 weeks, and it's 1 day past the 2 week mark, you don't say it's a week past the ETA, so same principle here).