Ebay help

[EmmaH2022]

Hi all
I ordered something on ebay which has possibly got lost in transit.

When I asked for a refund, the seller said this

"Can’t until they send me a claims form even then it’s up to 28 days for refund but I will refund you when they send me a claims form."

I didn't think they could do that with ebay - I thought once you got past a certain date, they have to refund you?

Any advice? Thanks.

Start the eBay claims process as soon as you can - it's eBay's timescales that apply here. The seller's claim with the courier has no bearing on their obligations to you as a buyer.

I'd be wary that the seller is trying to stall you until you are out of time under eBay rules, so don't let them fob you off.

Contact eBay and claim through them. The seller may have to wait for a refund from their courier but you don't.

Go to My item has not been received on EBay. It’ll ask you if you want to open a case, click on yes. EBay always find in favour of the customer. Don’t wait for the seller to deal with it as you could be outside the time window as pp said.

Thanks everyone, really appreciate it.