Question about a buyer protection claim | Members help members

tanzbaer94 · 2026-04-27T19:21:10.834000Z

Hello,I’m currently having problems with a purchase through eBay. The parcel arrived damaged at my place, it was delivered to a parcel locker, and unfortunately the item is missing because of that. Of course I informed the seller (private) immediately, but unfortunately the parcel was very, very thin and weak, not sealed well, you can see how it got torn open. Well, then I filed a DHL damage report at the branch, and the parcel was sent back to the sender. Since then I haven’t been able to find a reasonable solution with the seller, so I opened an eBay case. After some time I got a reply telling me I should file a police report. I replied, “why a police report against the seller, he didn’t scam me” — this is about damage that DHL has to cover.Then I got another reply:"thank you very much for contacting eBay regarding the item not received and thus submitting a buyer protection claim (case number...).We understand that you did not receive an empty parcel, but a damaged item.The tracking information shows that the item has already been returned to your seller. Therefore, I have decided this case in your favor and arranged for the purchase price to be refunded. Depending on your original payment method, the amount will be available within the next 48 hours. In exceptional cases this can take up to 14 days." 48 hours passed, I asked again, also by phone. I got another response, saying the following:"thank you very much for contacting eBay customer service because the purchased item ... differs significantly from the seller’s description and your refund request was unsuccessful.So that you do not have any further inconvenience, you do not need to send the item back.Because the return address for the item is, contrary to the item description, located abroad and this would result in high return shipping costs for you, I have now decided this case in your favor. The refund of the purchase price including the original shipping costs in the amount of ... euros will be credited to the account you originally used to pay for the item within the next 48 hours. Depending on your payment method, the refund can in exceptional cases take up to 14 days.I’m glad that you use eBay as a buyer and wish you continued success." But I still haven’t received a refund to this day; I paid with Klarna.What should I do now? I can’t keep contacting eBay all the time and be a nuisance."

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Question about a buyer protection claim | Members help members | eBay Germany