Buyer refuses to accept package - seller is left holding the shipping costs | Members help members

stubsix3 · 2026-05-23T09:29:30.916000Z

Hello, I have a problem with a buyer. I am a private seller and shipped the item on 23/12/2025. The buyer was not found at the house address, the package was delivered to the post office branch and not collected. The package is being returned, the buyer files a payment dispute and wants the total amount including shipping costs refunded. The payment dispute was only decided in the buyer's favor after more than 15 weeks, after which eBay deducted the total amount from my eBay account. eBay's reason: “Since this dispute is not covered by the Seller Protection, the disputed amount was deducted from your balance”. 1. Why does eBay decide in favor of the buyer in a dispute and no Seller Protection applies, even though the seller provides the evidence (insured shipping with tracking, shipping to the house address stored on eBay under “Purchase details”)? 2. Why do private sellers have to bear the shipping costs according to this decision by eBay if the buyer does not accept the package? According to eBay, I can appeal, but when I follow the link, there are no contact options. Where is the appeal supposed to be submitted? Best regards

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Buyer refuses to accept package - seller is left holding the shipping costs | Members help members | eBay Germany