Seller does not issue refunds, customer service cannot be contacted by phone
Summary: bryan052 described a problem with a seller who shipped the wrong item and, despite the request to cancel, the case was closed because the item had already been shipped. After returning the item, with no tracking available, the refund did not come through, and the seller did not respond to messages. petersmodellbahnstuebchen suggested using the contact information from the legal notice, while samantha@ebay (Samantha) offered to contact the seller. in-477517 commented that the lack of tracking was the seller’s problem, not the buyer’s.
Hello,
I currently have the following problem:
An item I bought was not shipped at first, then I opened a case about it, after which the seller shipped the item, even though I had selected a purchase cancellation. As a result, the case was closed by eBay because the item was shipped.
When the item arrived, I had to find out that a different item, as stated in the description, had been shipped. I asked the seller for a corresponding return label, which he provided after being reminded several times.
The return label said DHL-Kleimöaket, and when I dropped it off at the branch, I was told that there was no tracking for it, as it is handled like a parcel shipment.
This seemed odd to me, but I accepted it anyway even after asking again.
Now I have been waiting for over 2 weeks for the refund of the purchase price, and the seller does not respond to inquiries. I can only contact eBay through the assistant, but I can't get any further that way. A phone call to customer service is not possible, as this option is not available for this matter. Does anyone have any idea how I can contact a real employee here to get this sorted out?
Thank you very much and best regards, Bryan
samantha@ebay
·6 days agoHello @bryan052
Thanks for reaching out to me again.
I hadn’t seen the label in your communication and have now checked the tracking number.
Everything is fine and the return has already been closed in your favor and the refund is on its way.
Thanks to you too @petersmodellbahnstuebchen
Kind regards
Samantha
petersmodellbahnstuebchen
·1 week agoHi @bryan052
According to DHL, the DHL small parcel also has tracking:
When I read your post here, I’m unfortunately no longer sure what really happened with this transaction.
Best regards from the Baltic Sea
Peter
bryan052
OP1 week agosamantha@ebay
Hello Samantha,
I just took another look at the shipping label; it was indeed a parcel, and according to the tracking number, the return was delivered to the seller on 17/07/2026.
Regards, Tobias
bryan052
OP1 week agoHello Samantha,
many thanks for the heads-up, I had almost figured as much.
What I find interesting here is that, from my point of view, the shipping label provided gives the impression of a DHL parcel label, and that is also what it is called. It can be viewed in the email correspondence with the seller, otherwise I can also provide it, so I am specifically assuming fraud, which would also fit the process.
You are very welcome to contact him, even if, in all likelihood, nothing will happen.
Many thanks and best regards
Bryan
samantha@ebay
·1 week agoHello @bryan052
Since there is no tracking, we can't decide the return for you.
Would it be okay with you if I message your seller and ask them to take care of your inquiries?
Thanks for the tag @petersmodellbahnstuebchen
Best regards
Samantha
bryan052
OP1 week ago@samantha@ebay
Hello Samantha,
thanks very much for the heads-up, I had pretty much figured as much.
What’s interesting here from my point of view is that the shipping label provided gives the impression of being a DHL parcel label; that’s also what it’s called. It can be seen in the email correspondence with the seller, otherwise I can also provide it, so I’m specifically assuming fraud here, which would also fit the sequence of events.
By all means, you can contact him, even if most likely nothing will happen.
Thank you very much and best regards
Bryan
bryan052
OP1 week agoHello Samantha,
The tracking number with DHL is 00340434515065108160
in-477517
·1 week agoOnce again, completely untenable and totally out of touch from eBay. Since the seller provided the return label, the missing tracking would be their problem. From the moment of shipment, responsibility for the return lies with the seller. The buyer only has to prove that the return was dropped off, for example with a proof of submission.
bryan052
OP1 week agoHello Peter,
thanks for the heads-up, I hadn't even thought of that anymore.
The order number is:
27-14767-39616
And I sent the return back on 13/07.
Best, Bryan
petersmodellbahnstuebchen
·1 week agoHey @bryan052
first of all, you can use the phone number or email address from the legal notice, or write something like "call me" to the chatbot often enough.
Of course, we can also bring in an eBay employee here. The question is, of course, how long ago the whole thing was or whether a payment service provider has already been involved.
Please give me the order number once, then the lovely @samantha@ebay can take a look at it, thanks Samantha. ❤️
Best regards from the Baltic Sea
Peter