Help please on an item not received

AmberJ

Hello

I was hoping someone could please help me, I've looked through Ebay customer support and can't find the answer.

I bought an item that hasn't arrived. After not receiving replies from the seller I opened a case and since then she's been really friendly and has said she's happy to refund but she can't because the case is on hold. When I view the case it says waiting seller response.

Does anybody know where we go from here? I can escalate it at the end of the week but that looks like it then goes for review whereas she's already agreed to refund.

Thank you very much

the_lunatic_is_in_my_head

If it's an eBay case your seller can easily refund at any point, don't close the case and if the seller doesn't refund then escalate it when you can.

If the seller doesn't understand how to refund they need to contact eBay, or post on the community forums, for guidance but there should be a big link for the seller on the case which says "issue full refund" or similar.

Crowqueen

Agree - don't close the case. The seller can ask eBay or Paypal to refund.

starrybee

Sounds like she's trying it on to me - funny how she didn't bother to reply until you opened the case!

Just escalate as soon as you can.

AmberJ

Thank you for your replies, I've never been on the other end to know what the seller sees/has options for.

Will escalate at the end of the week.

Thanks again for your time