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Urgent: Buyer protection case has been stuck for weeks (wrong Hermes label / Dyson isn’t responding)
Summary: monika20030 needed help with a deadlocked buyer protection case on eBay that had been unresolved for weeks. The problem arose because a return label from eBay was unusable for an item that was too large and too heavy, and the seller did not respond to messages. melina@ebay escalated the case to the specialist department, and selina_b@ebay later informed them that the case had been closed and the refund should be visible within 48 hours. The discussion shows a positive resolution through the support of the eBay moderators.
Hello everyone,
I urgently need the help of an eBay moderator, as my buyer protection case is completely stuck in the system.
Item number: 204124767716
Seller: Dyson (Official Shop)
The problem: I received a Hermes return label from eBay for returning my Dyson device. However, the package is much too large and heavy, which is why the Hermes parcel shop is strictly refusing to accept it.
Case status: The case has been open for over 4 weeks. For over 2 weeks it has said that a decision will be made within 48 hours – but nothing is happening. Dyson is not responding to any messages.
Phone support: On Sunday, a representative told me on the phone that the case would now be closed manually because the deadlines had expired. Today is Tuesday and still nothing has happened. The case is still stuck in the "review" status.
Since I as the buyer have done absolutely nothing wrong, but cannot return the item because of the unsuitable shipping label, I am asking a moderator (e.g. @verena@ebay or @miriam@ebay) to take a manual look at the case file and close the case in my favor.
Thank you very much for the support!
monika20030
OP1 week agoGood morning Selina,
a very heartfelt thank you to you and the Ebay support team for the amazing and extremely fast effort! The confirmation from PayPal about the full refund has even already come through.
I’m incredibly relieved that the technical system hang-up was now resolved by the specialist department in such a quick and straightforward way. It’s great to see that you can absolutely rely on eBay buyer protection here when you’re in the right.
Thank you again for the great help and kind regards!
selina_b@ebay
Good morning @monika20030 ,
we’ve received feedback from the specialist department.
The case has been closed and the refund should be visible for you within 48 hours.
Kind regards
Selina
melina@ebay
Mentor1 week agoHello @monika20030
Thanks for reaching out to us. I’m forwarding the case to our specialist department. You’ll very likely get a response from my colleagues tomorrow already.
@perfect-sally Thanks for the tag.
Best regards
Melina
voli-maus
Mentor1 week agoHello @monika20030 ,
The purchase was on 31.07. 2026.
At any rate, that’s what the item number you provided indicates.
perfect-sally
Mentor1 week agoYes, exactly! TE writes has been stuck for weeks but was only sold on 31/7/26. Such VK have these devices multiple times and of course they then also run under the same item number! 🙄
voli-maus
Mentor1 week agoThanks @perfect-sally 😏
perfect-sally
Mentor1 week agoDoes that mean you didn’t send it back at all? Then you most likely also forfeited your buyer protection and won’t get a refund. Did you think that if a shipping provider refused acceptance, you wouldn’t have to send it back anymore? Dyson will definitely not issue a refund as long as the item hasn’t been returned, and that deadline has probably long passed.
An eBay employee can take a look and will get back here.
@melina@ebay could you please take a look? Thanks