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eBay closed the case even though the item hadn’t arrived
Summary: bernd_47 reports a partial delivery of an air conditioner, where only the outdoor unit arrived while the indoor unit is still missing. Despite repeated follow-ups with the seller, eBay closed the case as “delivered.” bootyooty suggests contacting eBay customer service, and anna_s@ebay from eBay explains that a return has already been opened and that buyer protection still applies. It is recommended to involve eBay again after three days if no solution is offered. bernd_47 expresses confusion over the case being closed and refers to a screenshot from the Italian postal service showing the outstanding delivery.
I bought an air conditioner from an Italian dealer on 11/07. It was shipped on 14/07. On 21/07, a delivery from Italy arrived
So far, so good.
Unfortunately, it was only the outdoor unit. The delivery status in the tracking changed to "delivered" However, in the Italian postal service overview, you could see that there is apparently a second package number (for the indoor unit) that is still marked as "in transit".
When I asked the seller about it, I was told to be patient. After several follow-up questions, they kept saying the package would still arrive. Since I no longer expected the package to arrive, I opened a case, which was closed today because the parcel status shows "delivered".
In my description, I had explained, and also provided the missing tracking number, that the delivered package is only a partial delivery and that the second package is still missing.
How can I proceed, since a cancellation or refund is no longer possible.
bernd_47
OP2 weeks agoHello @anna_s@ebay
As expected, the seller did not get in touch about the return.
Is there now any option other than filing a report?
Under the tracking, which is shown as delivered on eBay, it is clearly visible that this is only a partial delivery. In the tracking from poste Italia further down there is a second tracking number (208JMATMD) that I also provided. It shows that the second package is still in the status "on the way from Italy to Germany". You just need to open the delivery status for that.
How do I get a refund, replacement delivery, or some other reasonable solution?
anna_s@ebay
Mentor3 weeks agoHello @bernd_47 ,
great that you’re sharing your post with us.
I understand that this can be a bit confusing and that you reported a "not received item," since one part of your delivery didn’t arrive. We handle it so that buyers open a return and select "incomplete" there.
But please don’t worry, I’ve already taken care of that for you. You can see your return in your eBay account. This means you’ll continue to benefit from buyer protection. If your seller still doesn’t offer you a solution within 3 business days, please contact us after the deadline has passed, within the request, using the "eBay einschalten" button. You can also write to us directly here after that time if you prefer. Then we’ll be very happy to help you again, of course.
Please let me know briefly if anything is still unclear. Otherwise, I wish you a lovely day and all the best.
@bootyooty Thanks😘
Best regards
Anna
bernd_47
OP3 weeks agoHello @anna_s@ebay
Thanks a lot for your help first of all
What I don’t understand, though, is why eBay is closing my case, including my appeal, even though the chat history with the seller clearly shows that one package from the entire shipment (2 packages) has not yet been delivered. Only one of the two shipments has arrived, and therefore the item is marked as "delivered" on eBay.
I even attached a screenshot of the outstanding delivery from the Italian post office, where the status "on the way from Italy to Germany" has been stuck for weeks.
bootyooty
Mentor3 weeks agoMaybe @anna_s@ebay can also help here?
bootyooty
Mentor3 weeks agoHi @bernd_47 a refund through the seller via eBay is possible up to 90 days after the sale.
Contact customer service by phone, you can find a phone number in the legal notice