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DHL isn't delivering despite the correct address – item is being returned
Summary: sonifex describes a problem with an eBay shipment: despite the correct address, the package was returned as undeliverable and now has to be picked up from DHL while he is on vacation. A buyer has opened a case for "item not received." sonifex is worried that the purchase price will be automatically refunded. perfect-sally explains that in the event of non-delivery, eBay automatically refunds the amount, regardless of personal circumstances, and recommends contacting DHL.
Hello, Andreas here, eBay member since 2000, 2038 positive feedback ratings. My problem:
I sold an item through eBay and shipped it on 10/08/2026 using the DHL shipping label offered by eBay to the address provided in the eBay order. The shipment is insured.
The tracking history is as follows:
* 10/08: Shipment dropped off at a DHL branch.
* 12/08: The recipient marked a drop-off location as a delivery option for the shipment.
* 13/08: DHL attempted delivery. The tracking says: „The recipient could not be found at the address on the shipment.“ The shipment was then sent back to the sender as undeliverable.
* 14–17/08: The shipment was actually transported back to Berlin.
* 17/08: DHL could not deliver the shipment to me and is now taking it to a branch for pickup.
I am currently on vacation and cannot personally pick up the shipment at the branch. Theoretically, the item has not been lost, but as I said, I'm on vacation...
My question is how eBay proceeds in this specific case if the buyer opens an “item not received” case - which they actually did today.
In particular, I want to avoid the buyer automatically being refunded and my selling account being charged, even though I properly sent the item to the address provided by the buyer and DHL then sent the shipment back to me because delivery was allegedly not possible. The item will be discarded in 7 days, I will lose money and the item...
What can I do now?
Thanks for any helpful advice.
Andreas
sonifex
OP2 weeks agoif the buyer entered a wrong address, why should I be responsible?!
perfect-sally
Mentor2 weeks agoHow do you know that a wrong address was given? It wouldn’t be the first time that delivery drivers are sloppy either.
In any case, you’re responsible for making sure the buyer gets the item they paid for or gets their money back.
perfect-sally
Mentor2 weeks agoIf the buyer has reported an item as not received and you don’t respond or refund it yourself, eBay will do it and you’ll get a defect on your account. There’s nothing you can do to prevent that! eBay doesn’t care whether someone is on vacation or not. Regarding the item in storage that you can’t pick up, eBay can’t help and DHL is your contact.