Locked
Antworten können hier nur von erfahrenen Mentor*innen sowie der Person verfasst werden, die die Frage gestellt hat.
eBay refunds buyer even though item was delivered – appeal initially won, then overturned again
Summary: sportcardsbln describes in detail a situation in which eBay granted a buyer a refund even though an item was properly shipped and delivered. Despite a successful appeal with eBay, the decision was later reversed. sportcardsbln is now seeking advice from other sellers and wants clear answers from eBay support about the conflicting information. perfect-sally and samantha@ebay point out that the case is with eBay Italy and should be resolved there.
Hello everyone,
I’d like to lay out my case completely 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 only 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 long time.
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 long period without 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 first had their money back, even though the shipment was still on the 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.”
I therefore 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 waited for the payout, I contacted eBay support.
There I was first told that the specialized 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 can’t understand that, because I already entered the tracking number in the eBay order on 27/06/2026, the day of shipment, 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 expressly 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 decision was made, 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 finalized, it cannot be reversed afterward, even if the item is delivered later.
The current problem
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 was supposedly not provided in time.
Now:
I am told the shipment was considered lost at the time of the case decision because there were no 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, i.e. after the item had already been delivered on 01/08/2026, eBay expressly 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 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 chase the buyer privately to get my money back, when eBay itself initially made a decision in my favor and expressly promised me the refund.
From my point of view, an internal error or contradictory decision by eBay should not mean that I, as the seller, end up losing both the item and the sale proceeds.
Another point about the listing
The item description also expressly stated:
“No returns accepted / No returns accepted.”
I’m aware that eBay buyer protection terms may still apply regardless. I’m mentioning it only as an additional part of the original transaction terms.
What I now want to know from eBay
I don’t want a general explanation of eBay buyer protection policies.
I want to know specifically:
Why was my appeal expressly approved on 03/08/2026 if the decision was then overturned again afterward?
Who or which specialized department overturned this 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 didn’t 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 views of other sellers, especially members who have already had similar cases with international DHL shipments and delivery at a later date.
Kind regards
DENNIS
samantha@ebay
Mentor2 weeks agoHello @sportcardsbln
@perfect-sally is right, the case is with eBay.it and we can't make any changes here.
Please contact the colleagues in Italy to clarify the case.
Best regards
Samantha
sportcardsbln
OP2 weeks agoThanks for the info. Where can I get in touch with the staff at eBay.it or ebay.com? For me, it is still incomprehensible how a global company like eBay does not protect its sellers in Germany just because the buyer purchased via eBay.com. I think the next step will then be to involve a lawyer.
perfect-sally
Mentor2 weeks agoAn eBay employee can take a look, but I think ebay.de isn’t responsible for that.
@samantha@ebay can you please have a look? Thanks
sportcardsbln
OP2 weeks ago@perfect-sally first of all, thanks for the quick reply. Then who should be responsible if not eBay? Best regards
perfect-sally
Mentor2 weeks agoI didn’t say that ebay isn’t responsible, but rather that ebay.de might not be responsible if the buyer is registered on ebay.com. Completely different rules on the various ebay platforms.