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First decided in my favor, then money deducted after an objection – despite documented delivery
Summary: daftpunk61 is disappointed and upset with eBay after a decision that initially went in his favor was reversed following an appeal by the buyer. Despite tracking that confirms the laptop was personally delivered, the purchase amount was deducted from him, possibly due to an alleged agreement to issue a refund, which he denies. He is asking for a review by a qualified staff member and rejecting an automated response. One participant responded to the long post and flagged it to an eBay employee.
Hello everyone
I’d like to describe a case to you, the course of which is completely incomprehensible to me and has significantly shaken my trust in eBay.
A buyer purchased a laptop from me with Buy It Now. At that time, I was on vacation. My absence was recorded via the appropriate eBay tool, and my listings stated that shipping would only take place from August 29.
A few days after the purchase, the buyer wanted to cancel the purchase without giving a reason. I rejected the cancellation request and then shipped the laptop. I recorded the tracking number on eBay. According to the tracking information, the parcel was delivered in person to the recipient at the correct address.
Nevertheless, the buyer claimed not to have received the item and opened a case demanding a refund. I described the situation and submitted the proof of delivery via the tracking information. eBay initially decided in my favor and closed the case.
So I was even more annoyed when I suddenly received a notification that the buyer's appeal had been granted. The amount was then deducted from me.
What is especially incomprehensible to me is the reasoning: at first, it was about the claim that the laptop had not arrived. In the appeal, it was then stated that I had agreed to a refund, but had not issued it. That is not true. I did not agree to any refund.
So I would like to know specifically from eBay:
Which message or documented process is the claim based on that I agreed to a refund?
Why was the original decision in my favor overturned?
How was the documented delivery status “delivered in person” taken into account when reviewing the appeal?
What new evidence led to this reversal?
At the moment, I am left as the seller with neither the laptop nor the purchase price, even though the tracking information shows personal delivery. That money is being taken from me under these circumstances, without the contradictory reasoning being explained in a way I can understand, and I find that extremely unfair. I am not only disappointed by this, but really angry. As a seller, I have to be able to rely on the fact that submitted evidence is carefully reviewed and that decisions are based on verifiable facts.
I explicitly demand that this case be reviewed personally and in full by a human, and that the final decision be made by a responsible employee — not by an AI or an automated decision system. For me, that includes reviewing the entire message history, the proof of delivery, and in particular the alleged agreement to the refund. A generic standard response does not do justice to these specific contradictions.
If the alleged agreement to the refund cannot be substantiated, I expect the decision based on it to be corrected and the deducted amount to be credited back.
Case number: 5386030291
Order number: 08-15046-22462
Could a responsible person at eBay please take on this case and give me a specific, understandable answer?
Has anyone here experienced something similar and managed to get a renewed, careful review?
Regards
Cemal
nina@ebay
·3 weeks ago@daftpunk61 Good morning. 🙂 I was happy to take a look at this. Unfortunately, this is a US case, which is being handled by my US colleagues.
However, you can still appeal the decision in favor of your buyer. Please submit this promptly directly through the return.
@perfect-sally Thanks so much for tagging. 💖
Kind regards,
Nina
perfect-sally
Mentor3 weeks agoHello @daftpunk61
I didn't read your long post all the way through just now because it was way too long.
An ebay employee will surely take a look at it and get back here
@nina@ebay would you be so kind? Thanks