This lets us know you're having a problem and starts the formal process of resolving the issue – we call this opening a case. View basket for details. I have since contacted the seller to ask about the progress of the shipment, but have not received a reply. I contacted the seller. From the Take action drop-down menu, select Have Customer Support review this case. An item is not as described if it is materially different from what the seller described in the listing for that item. The seller didn't resolve my issue – how do I ask eBay to step in? I seek advice and reassurance. Here's how: Go to the Resolution Centre. The item is missing major parts or features, and this was not disclosed in the listing. You can open as soon as two days after the listing ends, or immediately if the buyer is no longer registered on eBay. 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. Report an unpaid item After opening a case, the buyer has 4 days to respond or pay for the item. Ebay item unpaid - How long to wait until opening a case? I've purchased an item 21 June, today is already 26 June (In my country) and he still hasen't shipped it, but said that will ship within 3 business days. The case remains open, and I am wondering how long it will stay that way. I ordered June 21st! The seller resolved my issue – what should I do now? triber. I would be inclined to open a dispute immediately. 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. So basically it is just a case on PayPal. 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. NDH 5 on earth and 5 in heaven. The Order Details state P&P is Royal Mail 1st Class Signed For. 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. You can find below the answers to the most frequently asked questions about the eBay Money Back Guarantee (formerly called eBay Buyer Protection). ---------------------------------------------------------------------------------------------------, --------------------------------------------------------------------------------------------------------------------, -------------------------------------------------------------------------------------------. 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. I believe the time frame for that service is 2-3 days. What happens if I ask eBay to review my case? i have had many buyers start a case but after a message it is resolved. Ask eBay to step in and help. How long should I wait with no contact from the seller before considering opening a dispute? 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. 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. 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. If the estimated delivery time has already passed, you should contact the seller. Find your case at the bottom of the page. Copyright © 1995-2021 eBay Inc. All Rights Reserved. For example, if the listing ended on 5 October at 11.15 am, you can open the case from 11.15am on 7 October. So before you do so, you should make sure your issue is fully resolved, e.g. 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. For example, the listing said "new" and the item has clearly been used. Try checking out on another device. Discussion in 'General Chatter' started by NDH, Jul 23, 2012. I received an item that doesn't match the listing description, what should I do? You can now open a case after 2 days - Ebay changed the rules at the beginning of the month. Hello, In late May, I won a Mercedes-Benz brochure in an auction. The item is missing parts or components (e.g. To ensure all of our members have a great experience on eBay, most purchases are covered under the eBay Money Back Guarantee. camera kit was supposed to include a tripod, but you didn't receive it). 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. 3 weeks ? What happens now? You need to report a case within 32 days of the listing ending. Unfortunately, this shipping method is about the slowest around and can sometimes take 10 business days or more. 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. 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). 1) Problem with your purchase? That is the seller's problem, not yours. I would be inclined to open a dispute immediately. You have answered a question which is nearly a year old. The item should have been sent by special next day delivery. The estimated arrival date was Tuesday 23rd July - this suggests to me that the delivery should take around 3 Workind Days. Ebay allow you to open an item not received dispute 1 day after the estimated delivery date. 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. It doesn’t include vehicles, real estate, businesses for sale, digital goods or services. Joined: Dec 7, 2010 Messages: 20,994 Likes Received: 511. Sellers can open an unpaid item case through the Resolution Center. Auto-suggest helps you quickly narrow down your search results by suggesting possible matches as you type. 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. This wikiHow teaches you how to close an open case against a buyer on eBay. If you received an item much later than promised and now cannot use it any more (e.g. Then you … If there's a problem, let the seller know as soon as you (should) have received your item. 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. If a part was missing or it requires a repair, the seller may offer to send the missing part or offer a partial refund. {"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}}. {"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}}. I would've opened one long before that, No. 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. To do so, go back to your Purchase history in My eBay and click Contact Seller next to the item you ordered. Thank you in advanced for your assitance. While the eBay Money Back Guarantee does not cover returns for items that are as described, most business sellers still offer returns policies and allow items to be returned for a refund or replacement if you change your mind soon after the purchase. Ebay allow you to open an item not received dispute 1 day after the estimated delivery date. We recommend that you always make sure you use a tracked service (such as "Royal Mail Signed For"). There lack of response to your messages does not inspire confidence. You can open a case 48 hours after the completed sell (finished auction or agreed upon best offer). 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". You're covered by the eBay Money Back Guarantee for just about every purchase on eBay.co.uk when you pay with PayPal. Before we get further in to this, I can 10000% assure that the item was as described and there was nothing at all wrong with it. ebay help - how long before opening dispute? 2 weeks is ample time IMO if its a  UK to UK transaction. You can review the estimated delivery time on the Order Details page. eBay Money Back Guarantee policy 560671808734 5b83243e-d2c3-42a9-970a-5d9c1e8aff90:176cf3f3b33 19997 4,105 Views Message 3 of 8 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. Buyers abusing this system are subject to action on their accounts as described in the User Agreement. You need to report a case within 32 days of the listing ending. 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. 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. I received the correct item, but I changed my mind and don't want it any more – what should I do? 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. 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. Copyright © 1995-2020 eBay Inc. All Rights Reserved. Community Member 04-08-2015. What determines if an item is "not as described"? If you have paid as a PayPal Guest you cannot use this process, but you are of course still covered by. There lack of response to your messages does not inspire confidence. The first step is to contact the member through … Note: After you've closed a case, you won't be able to reopen it. Learn more about asking eBay for help. if your seller offered a refund, you should confirm you've received it. How much longer should I wait before opening a case in eBay's resolution center? Recorded delivery only covers items up to £50 in value. 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? However there has been no sign of a parcel - no card left by Royal Mail, no package at the building. Thus, I would have expected it to arrive the Tuesday (30th) or Wednesday (31st) just passed. Learn more about the refund process. How long should I wait before opening a case on ebay or paypal? It is a reliable seller, with a 99.3% positive rating after nearly 1000 transactions. However, most business sellers still offer returns policies and allow items to be returned for a refund or replacement if you change your mind soon after the purchase (See "I received the correct item, but I changed my mind and don't want it any more – what should I do?"). How long should I wait before opening a case that i didnt recieve the item and get a refund.. We always encourage our members to communicate with each other when there's a problem with a transaction. 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. 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. The item was defective during first use (e.g., HDTV did not turn on). (Same day, late pm.) 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. Yet, still, I have received zero correspondance. I shall write clearly, but in detail. 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. (Bearing in mind it will be three weeks since payment on. If this happens, you need to tell your seller within 30 days from your actual or latest estimated delivery date. Find out how the team has helped people like you, We're on hand to help Monday–Friday 8am–10pm and Saturday–Sunday 9am–6pm. On Thursday 18th July, I won bidding & paid for an item + P&P via PayPal (~£80). 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. Report an unpaid item; After opening a case, the buyer has 4 days to respond or pay for the item. I have maintained communications with seller prior to dispatch - for example I accurately stated when I would make payment. To use the eBay Resolution Centre you need to have a PayPal account. 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 … Find your case at the bottom of the page. Although in one instance I was perhaps stern, I have never been rude. 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. 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. 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. agree to most of these replies, and i think comms is the answer to this. As with every programme like this, there are some rules: You can find all details on the eBay Money Back Guarantee policy page. If you haven't received an item, we usually refund your money immediately via PayPal. Something went wrong. 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. 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. 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 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. The first suggestion is to Contact the Seller. However, if after 3 business days the seller hasn't been able to resolve your problem, you can ask us to step in and help. 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. 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 is having any issues with triggering your refund, they can contact the eBay or PayPal teams for support. After you open the case the buyer has 4 days to pay. If your item didn't arrive, they can provide an update on the delivery of the item, check with the courier (or provide tracking information) and send a replacement or refund if it got lost. Now this might not seem so bad - but my major concern here is the ack of communication from the seller. 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. If there's anything else you'd like to ask, contact us. How long do I have to wait before I can open a case for not receiving a item on ebay? i do put on my sales a 3 - 4 day handling time before postage. Most of the time, if your item hasn't arrived, the seller will resolve your issue for you. Suppliers and Shopping Forum 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. We take fraud very seriously and investigate any cases that we believe to be opened with fraudulent intent. A seller may report an unpaid item if the buyer doesn't pay or contact them within 2 days. Your buyer has two to four days to send payment. See also: 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. If the buyer doesn't pay, you need to manually close the case in the Resolution Centre. We always encourage our members to communicate with each other when there's a problem with a transaction. 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. Consumers who purchase items from business sellers over the internet generally have the right to return the item (Learn more about your rights.) The only communication I have seen is the item being marked 'Dispatched'. 30 days internationally but only 7 days domestic after expected arrival date. The programme is designed to protect purchases that are usually sent by post – over 99% of listings on eBay are. We (or the seller) will send your refund to the PayPal account you used to purchase the item. But that is OK, eBay gives 36 days after the listing ended to close the case. If it was opened on the 5th day, today would have been already 12th day. as long as communication is used there shouldn't be a case to answer. When you contact your seller this way we open a case so we can track your seller's response and help when needed. What does a "case" mean – are there any consequences for the seller? However, the item was only marked 'Dispatched' one week after payment, on Thursday 25th July. 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. How long does a case stay open? 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. 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