A purchase is made, but the seller is non-responsive and hasn't shipped the order either. Unfortunately this scenario happens from time to time – although it's very rare.
To help avoid this, we encourage all buyers to contact the seller first to ask them some questions about the products sold, especially larger ticket purchases. This will give you a sense of their responsiveness and will get you comfortable with your purchase.
Make sure you review their "FAQ & Contact" page within their shopfront. This will give you an outline of their policies when it comes to shipping, returns and refunds. Each seller can have different policies from store to store.
How to get a refund from an unresponsive seller
In any case, you'll ideally give the seller a few days to respond. They may be away for a number of reasons, and after a couple of follow-up emails you'll likely get a response. So, this is the first step.
Sometimes, despite your best efforts it's impossible to get in contact with a seller. Don't worry, your money isn't lost.
If you've purchased via PayPal, you come under their Buyer Protection policy. You'll be able to claim your refund via your PayPal account. Here's more information about this and you can contact PayPal if you need further assistance.
If you purchased using your credit card, you can contact your bank and do a "chargeback". Let them know the situation and they'll be able to cancel the transaction on your behalf and send the refund back to you.
If you have any further questions or issues, we'd love to help you.