Case wrongly decided in favor of the buyer / eBay customer service isn't reading the messages about it properly | Members help members

mantica_98 · 2026-06-24T16:32:37.021594Z

HelloI sold an item on May 21.The item was then shipped 3 working days later as a large letter via Deutsche Post.On June 03, the buyer opened a case because the item was supposedly not arrived.I then tried to resolve the problem with the buyer and provide help as far as possible.However, the buyer cooperated unreliably (sometimes only replied days later / sometimes not at all)I sent the buyer the shipping company’s receipt; after all, there is no tracking number for a large letter. I point out in my profile, as well as in the item description, etc., how it is shipped and that if the buyer wants uninsured shipping, they must live with the consequences and I am not liable if losses or damage occur through the post.The buyer agreed to this with the purchase.However, now there is also the fact that the supposedly not arrived parcel was sent back to me, because the buyer did not pick it up from the parcel locker it was to be delivered to.I explained the whole matter to eBay customer service, as well as that this could be proven, since the note from Deutsche Post is stuck on the parcel, which shows that the buyer simply did not collect the parcel.So with a simple photo, my position can be proven.However, I have now received a message from customer service that gives the impression that they did not even read my message.The case has now been decided in favor of the buyer, because, for example, it supposedly cannot be proven that the item was delivered to the buyer, which is simply not true.Now the buyer is supposed to receive a full refund, even though they ''messed up'' the whole thing and not me, and even though I can prove it!Summary in bullet points:I shipped the item on timeI tried to resolve the problem with the buyerI got the parcel back because the buyer did not pick it up from the desired parcel lockerThe buyer barely cooperated in solving the problemThe buyer suddenly gave me a tracking number under which the parcel was supposedly running, but it doesn’t even existdespite the fact that everything can be proven and that the buyer is at fault here, the decision is made in the buyer’s favor and now I’m left holding the bagcustomer service doesn’t even read messages about the issue and, in their reply to me, contradicts points that I already explained in my original messageIs there anything I can do about this now? Customer service also gave the ''tip'' to always ship insured, but then no one would buy anything anymore if, for example, you charge €6.20 for a €2 item or for an item that fits in an envelope... or am I missing something and are there other insured shipping methods with tracking?Thanks a lot

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Case wrongly decided in favor of the buyer / eBay customer service isn't reading the messages about it properly | Members help members | eBay Germany