Item not arrived, seller dealing with family issue - WWYD?

[EmpanadasForLunch]

I very rarely buy on eBay so am wondering what others would do in this scenario. Item delivery was estimated as 10-16 August . I messaged the seller on 15 August asking if they could provide the tracking number. No reply so on 19 August I made a request via eBay. Seller replied on 20th saying they’re dealing with a family situation so not checking messages regularly but they would find tracking info the next day and let me know.

I replied to say sorry you’re dealing with this, let me know details when you can as I’d like to check if item is still in transit or if there is an issue. No response yet.

How long would you give this before raising again? I’m assuming the issue is genuine but of course it might be an excuse. I don’t want to be a twat but i don’t want to be ripped off!

The seller seems legit based on reviews. I paid just over 100 pounds and I live overseas so in theory it could still be en route (was shipped on 3 Aug)

Well when is it supposed to arrive by?
I don't know about Ebay but on Vinted if it doesn't arrive by X days you can claim for an automatic refund. If there is a similar policy I'd do that.

I wouldn't let any sympathy or otherwise get in the way. You don't know whether there's a genuine issue or not, people can come up with all sorts of excuses for things. £100 is a lot of money!

Yeah that’s my concern - no idea if it’s legit.

I said in post above the delivery was estimated as 10-16 August. eBay does have a policy similar to the Vinted one you describe.

I'd raise an 'item not received' case with ebay. They've had plenty of time to either send this item or at least let you know (without you having to chase them up) that there is a delay. I'm rather cynical these days and feel that the 'family matters' excuse is rarely true.

You've been patient and given them a chance. Raise a case with ebay, that should speed them up, or if it doesn't, you should get a refund from ebay in due course if the seller can't provide tracking information.

Sorry I didn't actually mean to ask that!
I was meaning to say what is the claim date? As in, 7 days after estimated delivery?
So in Vinted if the estimated delivery was 16 August and there's 3 days grace you need to wait until the 19th to lodge a claim. That was what I was asking.

Wait until the 'grace', then lodge a claim.

It can't take them that long just to find a tracking number and having seen loads of scams etc I would just follow process. They can dispute with Ebay later if they turn out to be genuine.

Agrteed! as a long time veteran of ebat, FB marketplace etc etc

I am always surprised how unlucky eBay sellers can be. Often, they have family issues or are in hospital or ill or various other disasters befall them. Maybe in some cases it's true? Or maybe it isn't.
I'd open a case on eBay and let them deal with it.

Ok thanks all, I’ll stick to following the policy approach and not get distracted by any reason/excuse from the seller. Maybe I’m getting soft in my old age 😀

I have raised the ‘item not received’ with eBay which is what led to the initial response from the seller. If I don’t hear by the 24th I can raise again with eBay (that’s the date they said they’d step in if not resolved).

@OleMioSole yes it’s 3 days after latest estimated delivery date with eBay too. That’s the approach I’ve taken so far.

thanks all for the advice

Don't whatever you do, close the case unless you either have the item in your possession or your money back, because if you do, you can't open another.

@Plasmodesmata that made me smile! And thanks for the tip about not closing the case until it’s resolved.

If you live overseas, did the seller ship it via the global shipping programme or whatever its called?

@BurntOrangeAutumn the only info I have is that it was shipped via Royal mail international tracked.

Hi, when you went through checkout was postage more expensive & did you pay customs upfront when you paid?
If you did, the seller may not have shipped through the global shipping programme like they're meant to when sending overseas.
I had this happen to me & had the package reached me I would have been liable to pay more customs & vat once it reached me, even though I'd already paid it through ebay.
What happened was, the seller didn't ship through eBays shipping program & they shipped directly, but didn't full out the correct electronic shipping information for customs in the UK post office on sending. So once it reached my country customs turned it away & sent it back to them.
Could it be possible something like this may have happened?

Did they add tracking?
I hope you get a resolution anyway!

@BurntOrangeAutumn I did pay local goods tax at the time of purchase so it was clear when I ordered that it was coming overseas.

The postage was 18 pounds. I can’t see anything else about shipping other than it says shipped by Royal mail international tracked.

no update from seller so I’ll escalate through eBay.

I print my postage online so the tracking number automatically goes onto my eBay account.

Obviously some people will be legit amount family emergencies but you can never tell. If you don't hear definitely escalate the case.

Did you get a resolution?

@BurntOrangeAutumn yes I got a refund from eBay within minutes of escalating it. The item never arrived so presumably it was never posted in the first place.

Ah that's great glad you got your money back!