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The refund request for an item that never arrived is not accepted
The item I bought was unfortunately handed over to the worst courier in the country.
The courier has twice entered that they attempted delivery (the first time supposedly being the day before the agreed delivery date), but that is not true; besides not leaving any note to prove they came by, on the day of the alleged second attempt I receive an email from the courier saying instead that they had just made the first attempt and would try again later. Of course they never came again, and since the date of the email the package has always shown as "being processed" with no trace of where it ended up. So it is not listed as being held anywhere, where I could possibly pick it up.
I should point out that this courier is affiliated with the postal service and could leave it in storage at some office in the area, not necessarily at the depot center, so the recipient needs to be told where to go to collect it.
But in my case the tracking is stuck and there is no news of my package.
I don't know if they lost/stole/burned it or something else, but 10 days have passed and I still haven't received the item I bought.
I followed the procedure and contacted the seller to get a refund since I received nothing, and in response he provided the shipping code.
From that code you can see what I described, namely two delivery attempts (unfortunately entered by the fraudulent courier) and the package being processed for 10 days now with no trace of any possible storage.
The seller asked for the dispute to be closed and Ebay closed it saying I will not be refunded because, for them, it is clear from the code provided that I was absent and that I need to go pick up the package from storage.
I appealed, explaining everything again and providing: 1) the courier's email that clearly contradicted the story of the two passes, 2) the tickets I had promptly opened with the courier to contest the absence, 3) the updated tracking screenshot, and I pointed out that I cannot collect the package because no one knows where it is anymore.
And Ebay rejected the appeal because it repeats that from the code provided by the seller it shows the package in storage and that I have to go get it.
I am exasperated.
Have they replied with two people incapable of understanding the difference between "processing" and "storage"? Are they acting in bad faith? What happened to the buyer guarantee?
What am I supposed to do now?
