How to complain about an eBay seller??

[Roobarb]

Could I please ask that people only respond if they know how to deal with this particular issue?


I want to ask eBay to step in as I'm getting fobbed off by a seller and the directions on the help pages are not helping at all. I don't have a lot of experience of using eBay so have followed the instructions, this is what it tells me:

1.  Find the item in your Purchase History - opens in new window or tab.
2.Select See request details (if your item didn't arrive) or See return details (if you're trying to return an item).
3.Select Ask eBay to step in.


I've found the item in my purchase history but I can't see anywhere that says See request details or Ask eBay to step in.
If I click on Ask eBay to step in in the help pages it just takes me round in circles.

One of the problems is that the seller has somehow triggered a message from Hermes to say that the item is on its way but that isn't the case.

Can anyone help please?

[PaulineJ]

Are you using the Ebay app or a web page?

When I look at purchase history theres a drop down "more actions"  menu & "I didn't receive it" option.

[BillyF]

I agree with Pauline. I had this problem only this weekend, the postman left a card saying there was a parcle left at the sorting office £ 3.50 to pay. I believe it to be something I ordered from Ebay as there was no reason for anything else. The item was less than that anyway, but I did as Pauline says, chose I didn`t receive the item, sent the message and the seller re-imbursed me immediately. Oh, I also received an email giving a date when Ebay would step in to help, obviously not needed. I hope you are successful!

[Roobarb]

I'm using the web page. I think I might have confused the issue here. When I ordered the item it said 3-5 days delivery, I'd previously ordered the same item from the same seller and it had arrived in that time, which was why I ordered a second time from the same seller. The day after I placed my (second) order I received an email from Hermes that said 'Great news! Your parcel is on its way to you' and I could track the parcel. However, when I did that it says 'We're waiting to receive your parcel from the sender'. That's still the situation. I contacted the seller more than once, I was just fobbed off and in response to my reply I received an out of office that said they're out of the office until 1 December! I asked for my money back as they were not fulfilling my order, they are still selling the same item and according to their listing have ten of the item in stock. I got the same Out of Office. The fact that my item is being shown as dispatched is making things more complicated when trying to find a resolution.

[PaulineJ]

We're telling you to follow the "I didn't receive it option".
You can escalate AFTER you have done that

Ebay has their own well established protocols.

[arthurk]

An 'out of office' reply sounds as though you might have sent them an email.

The best way to send a message in these circumstances is to use the forms provided on the eBay site, as all such messages are logged and stored on the eBay system and it makes it a lot easier for eBay to intervene.

[Roobarb]

We're telling you to follow the "I didn't receive it option".
You can escalate AFTER you have done that

Ebay has their own well established protocols.

I've tried that, eBay just tells me that the item is on its way, presumably because of whatever action the seller has taken with Hermes.

I didn't send an email, I sent messages through the forms on the eBay site.

[PaulineJ]

You need to wait 10? Days before you can escalate.

[Roobarb]

Eight days. I've done that.