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Received damaged goods – return accidentally closed with the wrong reason – what options do I still have?
Summary: ceb395 purchased a windshield for a Mercedes C-Class from a seller on eBay and discovered it was damaged upon closer inspection. Initially, they mistakenly filed a return for the wrong reason and closed it, which eBay cannot reopen. The seller refused the claim, citing strict reporting deadlines for damages. ceb395 sought advice on whether there’s another way to address the issue or escalate it since the windshield is still unused and packaged. perfect-sally mentioned that resolving this might require direct negotiation with the seller or possibly legal assistance, as the eBay process cannot be reopened.
Hello everyone,
I hope an experienced user or mentor here might be able to help me.
On 08/08/2026, I bought a windshield for my Mercedes C-Class from a commercial seller on eBay for €199.00.
The windshield was delivered and is still in its original delivery condition to this day. It has not been installed and not fully unpacked. The protective and transport films are still on the windshield.
Unfortunately, on a later, closer inspection, I found that the windshield has several cracks in the glass. Because of the packaging and the films, these were not immediately visible to me when it was delivered.
Now to my actual problem:
I had already opened a return on eBay before and accidentally selected “Found a better price” as the return reason. When I noticed this mistake, I closed the return myself on 08/16/2026, because that return reason did not reflect the actual situation.
I then informed the seller about the damage and sent photos of the cracks as well as the still-packaged condition.
However, the seller is rejecting the complaint. They state that transport damage, according to their terms, must be reported by 10:30 AM on the day of delivery at the latest, and therefore the damage can no longer be acknowledged.
I then also contacted eBay customer service. I was told there that the return process I had closed could not be reopened technically. According to the information I received, eBay has also contacted the seller because of the situation described.
I am aware that it was my mistake to first select the wrong return reason and then close the case. But I want to make it clear that this is not a return because I changed my mind or found a better price. It is solely about the fact that the delivered windshield has cracks and is still completely packaged and unused.
I have now asserted my statutory warranty rights in writing against the commercial seller and requested a replacement delivery free of defects.
My questions for the experienced members/mentors here:
Is there still any way within eBay to have this matter reviewed or to correct or escalate the originally opened and then closed case that was opened incorrectly?
Could a mentor or employee perhaps see whether there is still an internal way to do this, even though customer service was unable to reopen the case?
I am expressly not trying to blame eBay or the seller for my own mistake in selecting the return reason. I simply want to prevent ending up with a damaged windshield because of this mistake, even though the actual defect is documented.
Photos of the damage and the still fully packaged windshield as well as the complete correspondence with the seller are available.
Thank you for any helpful advice!
perfect-sally
Mentor2 weeks agoUnfortunately, you closed the return yourself and thus also lost your buyer protection. And as customer service already correctly informed you, a closed return cannot be reopened, and neither can another return.
At this point, this has to be sorted out directly with the seller without eBay’s help, and if necessary with legal assistance.
ceb395
OP2 weeks agoOrder number would be:
16-14992-73434