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Help with the "package not received" case – buyer does not pick up the redirected shipment
Summary: xneongreen experiences difficulties with a buyer on eBay who has not picked up a package redirected to a DHL shop. DHL confirmed the package was rerouted due to a full Packstation and is available for pickup. Despite communication and efforts from xneongreen, the buyer initiated a case requesting a full refund, claiming they cannot reach the pickup location. perfect-sally confirms DHL's actions are allowed and advises on possible steps, noting that eBay decisions can favor either party. They suggest providing the tracking number in the case and consider refunding minus shipping costs if the package is returned.
Hello everyone,
I need your help or assessment with a problem I’m having with a buyer. I’ve only recently started selling privately on eBay again this year. The last time I sold something was in 2018, so I’m not really experienced with cases like this yet. Unfortunately, this is only my second sale and I’ve already ended up with a situation like this.
The buyer purchased an item from me. I properly shipped the goods to the Packstation address he provided. According to DHL tracking, the shipment arrived on 09/09/2026. However, it was not left at the specified Packstation, but was rerouted to a nearby DHL shop because the Packstation was full.
This rerouting has also been visible in DHL tracking since 09/09/2026. It says there that the shipment has been stored at the shop and is ready for pickup.
However, the buyer only contacted me on 13/09/2026 and asked where his parcel was. I pointed out to him that he should please check the DHL tracking. He then told me that he had been to his usual Packstation and had not found the parcel there.
Since, as the seller, I naturally wanted to make sure everything was okay, I called DHL on 14/09/2026 and had a search request or search ticket created. DHL then confirmed to me that the shipment had been rerouted because the Packstation was full and is at the specified DHL shop, where it is ready for pickup.
The DHL employee also told me that there are already six other shipments for the buyer waiting for him at the actual Packstation and that they apparently have not been collected either.
Nevertheless, on 17/09/2026 the buyer opened a case on eBay with the reason “item not received” and wants the full purchase price refunded. In his explanation, he writes that it is not possible for him to drive to the rerouted pickup location.
Since then, I have really tried to sort things out for the buyer. I called DHL several times and passed the information on to him. Even after the case was opened, I again politely told him that the shipment is still ready for pickup and that he still has the option to collect it there.
On 18/09/2026 I called DHL again because the shipment status has still not changed and the storage period has now been exceeded. DHL told me that it is possible the shipment will be sent back to me on Monday, 21/09/2026.
The buyer had already messaged me privately on 13/09 that he was a long-distance truck driver and could not manage to pick up the parcel during the week. I generally understand that. However, the rerouting had already been visible in tracking since 09/09 and, for example, he would have had the chance to pick up the shipment on his day off on 12/09.
Now it is Saturday, 19/09, and according to my latest information from DHL (18/09), the shipment is still ready for pickup. Nevertheless, the buyer apparently does not want to drive to the specified pickup location and instead is demanding all his money back through the eBay case.
My questions for you:
Is it generally permissible for DHL to reroute a shipment to a DHL shop or another pickup location if a Packstation is full? - I mean, doesn’t DHL reserve the right to reroute the shipment if a Packstation is full?
How does eBay assess such a case if tracking clearly shows that the shipment was delivered or made available for pickup and the buyer simply does not collect it?
As a private seller, do I have to expect a full refund in this case, even though I properly sent the goods to the Packstation specified by the buyer and DHL verifiably made the shipment available for pickup, and am I stuck with the shipping costs?
What should I specifically do now in the open eBay case?
If DHL actually sends the shipment back to me after the storage period expires: how should I then proceed with eBay and the buyer?
I really don’t want to do anything wrong here. In my opinion, I have made a very serious effort to help the buyer and clarify the matter with DHL, even though the rerouting apparently was not caused by any mistake on my part.
For me, this whole thing is pretty annoying right now, because I only started selling privately on eBay again this year and on my second sale I’m already confronted with a case like this.
Thanks in advance for your experiences and assessments!
perfect-sally
Mentor3 weeks ago · EditedHello @xneongreen
since no one here really likes reading such huge novels, I’ll at least try to answer your questions for now.
On 1 - yes, they may; should they leave the package in the vehicle until a spot becomes free? The drivers don’t have time for that, and I think you can also read it in DHL’s terms and conditions.
On 2 - unfortunately, you never know for sure. Sometimes the decision is in favor of the buyer and sometimes in favor of the seller. But mostly in favor of the buyer.
On 3 - yes, that can happen. But it may be possible to deduct the shipping costs from the refund after all
On 4 - if a case was opened because an item wasn’t received, the tracking number is requested, right? Just provide that for now.
On 5 - cancel the purchase, but then only a full refund can be issued. Or refund via the purchase details and deduct the shipping costs. As for whether the buyer can then still leave a neutral or negative review remains to be seen.
Question about that: was the Packstation given as the original delivery address?
And one more thing: put the buyer on the blacklist immediately!
xneongreen
OP3 weeks ago,,Question about that: was the Packstation given as the original delivery address?'' Yes, and then it was redirected because of lack of space
perfect-sally
Mentor3 weeks agoOk, thanks. The question was important for the possible further course of proceedings. Because if the buyer had rerouted the shipment to a Packstation himself afterwards, he would have lost his buyer protection. But as it is, unfortunately he has full buyer protection.