countessalmirena
Community Member
In response to bravanovich283

on ‎21-07-2023 07:26 PM

OP, did you open an INR refund request? Link to do so is here: Report an item that hasn't arrived

 

You can only open the refund request/claim/dispute/case after the Estimated Delivery Date (EDD) has passed, and absolutely no later than 30 days after the EDD. (Not 30 business days - it’s 30 calendar days.)

Once the request is opened, the seller has to respond satisfactorily (refund you in full if item hadn’t arrived and assuming no proof of delivery such as tracking showing it’s been delivered) within 3 business days.

 

If the seller hasn’t resolved this within that timeframe, you are able to escalate the case by asking eBay to step in. You CANNOT escalate if 21  business days have gone past after opening the request. That’s why the timeframe is critically important.

 

Also, if you don’t escalate and the case is still not sorted out to your satisfaction, the case will close automatically after 21 business days.

 

You must act within these timeframes. The case can’t be reopened once it’s been closed by you or has automatically closed.

 

 

 

When the buyer doesn't receive an item

 

Sellers are required to deliver the item to the address in the Order details, unless the buyer selected a local pickup option.

If the item doesn't arrive at the address provided by the buyer at checkout or isn't made available for collection, the buyer is entitled to a full refund, including original postage costs (if applicable).

 

 

Actions & time frames when the buyer doesn't receive an item

 

Action

Time frame

The buyer reports that the item hasn't arrived or was not available for collection

Report an item that hasn't arrived

Earliest:

Latest:

The seller responds to the buyer's report

The seller is required to respond and provide either tracking information, delivery updates, or a refund.

Latest:

  • 3 business days after the report date

If the seller provided tracking details, eBay may respond to the report automatically and/or may close the request once tracking shows the item has been delivered.

Ask eBay to step in

If the seller hasn't responded or if the buyer and seller can't reach a resolution, they can ask us to step in and help.

 

eBay may step in without the buyer asking if there is no valid tracking information available.

Earliest:

  • 3 business days after the report date

Latest:

  • 21 business days after the report date

 


Deciding the outcome when the buyer doesn't receive an item

 

When a buyer reports that they didn't receive an item and the transaction meets our eligibility requirements, we will look for:

  • Evidence of successful delivery to the address provided in the Order details, or
  • Proof that the buyer collected the item

If we determine that the item was not successfully delivered or collected:

  • The buyer will receive a refund for the full cost of the item and original postage, and
  • The seller may be required to reimburse eBay for the amount of the refund