Locked
Antworten können hier nur von erfahrenen Mentor*innen sowie der Person verfasst werden, die die Frage gestellt hat.
Buyer received item refund of €52.69 despite delivery
Summary: kulbachc_3 reports a problem with an eBay order in which the buyer claims not to have received the shipment, although there is proof of delivery. Despite the delivery, the buyer received a refund of €52.69. vera@ebay explains that the case was closed in the buyer’s favor because the shipment was sent only after the case had been closed. kulbachc_3 clarifies that the delayed shipment was agreed with the buyer and asks for the case to be reviewed again, taking this agreement into account.
Dear eBay Team,
I would like to have a case regarding my order no. 27-14935-75731 clarified.
The buyer stated that he did not receive the shipment, and as a result he was refunded the full amount of €52.69 by eBay.
However, the shipment was demonstrably delivered to the buyer. The buyer actually received the item and the goods are with him.
As a result, the buyer received both the item and the refund of €52.69, while I as the seller have neither gotten the item back nor received the payment.
I therefore urgently ask you to review the case again. I can provide proof of delivery and the tracking information.
Please review the decision and arrange for the payment of €52.69 to be paid out to me.
Thank you for your support.
Kind regards
Kateryna
vera@ebay
Mentor2 weeks agoHello @kulbachc_3 ,
Thank you very much for your post. The buyer purchased the item on 30/07/26 and the delivery deadline was until 04/08/26. The buyer opened the case on 07/08/26 and on 14/08/26 the case was closed in the buyer's favor. You only shipped the item after that, i.e. after the case was closed, so I can't uphold your appeal.
@meinehexe11 thanks a lot for tagging😊
Kind regards
Vera
kulbachc_3
OP2 weeks agoResponse:
Good evening,
Thank you very much for your feedback. I would like to clarify the matter.
I was on vacation at the time of purchase and therefore could not ship the item right away. I informed the buyer that I could send the shipment on the morning of 15/08/2026. The buyer explicitly agreed to this shipping date.
Based on this agreement, I shipped the item on 15/08/2026 and paid the shipping costs myself. The buyer then received the shipment and kept the item.
Nevertheless, the buyer was refunded the full purchase amount of €52.69, even though they received the goods.
I understand that the case was closed in favor of the buyer on 14/08/2026. However, the later delivery was agreed with the buyer in advance. The buyer agreed to shipping on 15/08/2026 and then actually received the goods.
I therefore ask you to review the case again, taking into account our messages with the buyer as well as the tracking information.
The buyer received both the goods and the refund, while I have neither received the goods back nor received the payment.
Please review this case again and let me know how I can receive the payout of €52.69.
Thank you for your support.
Kind regards
Kateryna
perfect-sally
Mentor2 weeks agoIf you have items online and can't ship them according to your own details, that's what the absence settings are for, and then everything would be clear and nothing would have happened. What you agree with the buyer via message doesn't matter if the settings weren't adjusted. In addition, it's always advisable for private sellers not to have items online if they can't ship them.
meinehexe11
Mentor2 weeks agoHi there. You’re in the public eBay forum here, and your message didn’t go directly to eBay. Did you file an appeal against the decision? Or is this supposed to be your appeal here?
@vera@ebay could you please take a look?