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eBay refunds buyer even though item was delivered – appeal initially won, then overturned again
Hello everyone,
I’d like to describe my case in full and in chronological order, because I’ve now received several different explanations from eBay and would like to know how other sellers or eBay employees would assess this case.
This is about the sale of the item:
“Ace Bailey 2025-26 Topps Finest NBA RC Headliners Refractor Case Hit SSP #H-15”
Item number: 317999950675
Timeline
25/06/2026: The buyer purchases the item.
27/06/2026: I ship the item with DHL – so just two days after the purchase.
On the same day, I enter the DHL tracking number on eBay and also send it to the buyer via eBay messages.
The shipment then goes into international transit.
03/07/2026: The shipment arrives in the USA.
04/07/2026: The shipment is in customs clearance.
After that, there are no new tracking updates for a longer period.
28/07/2026: There is another tracking scan in a US sorting center.
01/08/2026: The item is actually delivered to the buyer.
During the longer period with no tracking updates, the buyer had already opened an “item not received”/Item Not Received case with eBay.
eBay initially decided in the buyer’s favor and refunded the full purchase price.
So the buyer initially had their money back, even though the shipment was still on its way at that point.
My appeal on 02/08/2026
On 02/08/2026, I appealed the decision.
On 03/08/2026, I then received a written response from eBay. My appeal was expressly decided in my favor.
The eBay employee wrote, among other things:
“You fulfilled your part as a seller since the item was shipped on time and it was delivered to the buyer's address.”
Also:
“I have granted your appeal and refunded your funds since I was able to validate that the item was successfully delivered to the buyer last August 1st.”
And:
“This case will not affect your selling performance, and you don’t need to do anything else.”
So I assumed that the matter was settled for me and that my money would be paid out within the stated processing time.
Then the problem began
After I had waited for the payout, I contacted eBay support.
I was initially told there that the specialist department had rejected my successful appeal again because the item had arrived too late.
Later, I received another written response from eBay with a different explanation.
It said that I had not provided the tracking number in time.
I cannot understand that, because I entered the tracking number in the eBay order on 27/06/2026, the day it was shipped, and also sent it to the buyer via eBay messages.
When I asked again, I then received yet another explanation.
The latest explanation from eBay
In the newest response, eBay now explicitly confirms that the item was shipped on time.
The employee writes:
“the item was shipped in timely manner and later got lost by the shipping company and now, tracking shows latest update and item is delivered to the buyer's address.”
The reason given for the original refund is now that at the time the case was decided, the shipment had had no further tracking updates after 03/07. and was therefore considered lost.
eBay also says that once a decision has been closed, it cannot later be reversed, even if the item is delivered afterward.
The current issue
So I now have several different statements from eBay:
03/08/2026:
My appeal is expressly approved because I shipped on time and the item was delivered on 01/08. I am promised a refund.
After that:
I am told the appeal was rejected because the tracking number supposedly had not been provided in time.
Now:
I am told the shipment was considered lost at the time of the case decision due to missing tracking updates after 03/07 and that the decision can no longer be changed afterward.
For me, the first and the last decision in particular are hard to reconcile.
Because on 03/08/2026, that is, after the item had already been delivered on 01/08/2026, eBay explicitly reviewed my appeal and decided in my favor.
My current situation
The buyer now has:
the item
and the full refund from eBay.
I have:
neither the item
nor the sale proceeds.
eBay has now suggested that I ask the buyer for a payment via PayPal.
I tried that, or contacted the buyer via eBay. The buyer no longer responds.
So I don’t see why I should now have to pursue the buyer privately to get my money back, when eBay itself first made a decision in my favor and expressly promised me the refund.
From my perspective, an internal error or contradictory decision by eBay should not mean that, as the seller, I end up losing both the item and the sale proceeds.
One more point about the listing
The item description also explicitly stated:
“No returns accepted / No returns accepted.”
I am aware that eBay’s buyer protection terms may apply regardless. I’m only mentioning it as an additional part of the original transaction terms.
What I want to know from eBay now
I do not want a general explanation of eBay’s buyer protection policies.
I specifically want to know:
Why was my appeal expressly approved on 03/08/2026 if that decision was then overturned again afterward?
Who or which specialist department overturned that decision?
Exactly when was the positive decision from 03/08/2026 overturned?
Why was I expressly promised my funds on 03/08/2026 and told that I did not need to do anything else?
Exactly when was the tracking number entered in the eBay system?
Exactly when was the “item not received” case opened and when was it closed?
Which specific eBay policy allows or requires the appeal expressly approved on 03/08/2026 to be overturned again in this case?
I would really appreciate the assessment of other sellers, especially members who have already had similar cases with international DHL shipments and delivery at a later date.
Kind regards
DENNIS
