The buyer has opened a case, even though tracking + eBay indicate that the shipment was delivered, what should I do?! | Members help members

moonlight7882 · 2026-06-16T19:28:53.284791Z

Good evening everyone!I could really use your collective wisdom or your advice on the following matter:First of all: I’m registered on eBay as a private eBay buyer/seller. Since February this year I’ve been selling more again and so far there haven’t been any problems, until now.The situation:I listed a Nintendo Switch 2 game for sale online. A buyer purchased and paid for it last Tuesday, 09/06/26 (purchase price including €1.80 shipping, about €64).After that I immediately sent her a message, thanked her for the purchase, and said that I would ship the item as soon as possible, but at the latest the next day. She didn’t respond(which she doesn’t necessarily have to, so far so good).The next day, 10/06/2026, I sent the item by post in a Jiffy envelope (with tracking, as recommended by eBay). I printed the label through eBay, so the tracking number was included right away and the buyer can track the shipment too.On 11/06 the shipment was on its way, and on Friday, 12/06, I checked at noon and saw that the envelope had arrived in the destination area and was out for delivery. Two days later, on Sunday morning at 02:00, I receive an email from eBay saying that this buyer had opened an inquiry about an item not received and would like a refund.Her message to me: "Hello, article has not arrived yet" Nothing else.At the same time, another email arrived saying that my payouts would be withheld until the case was clarified. On Sunday evening I then sent her the following message: "Good evening, first of all thank you very much for your message. I’m sorry that your order apparently has still not been delivered as of today (14/06/2026). However, I am a bit surprised by this, because eBay and the tracking information told me that the letter was delivered on 12/06/26. Could it be that your mail was delivered to a drop-off location or a neighbor, or that someone in your family accepted the mail and simply forgot to let you know? I would ask you to please check again and, if necessary, ask your mail carrier where they delivered the mail on 12/06/26. Please get back to me promptly after checking so that we can resolve the problem as quickly as possible and to both sides’ satisfaction. Kind regards"Since then nothing else has happened. No response from her and honestly I’m unsure because I don’t exactly know how to proceed. Do you maybe have any advice? This whole thing just seems really strange to me, because she immediately demanded a refund and opened a case right away without first getting in touch with me.And one more thing I don’t quite understand:On eBay, under purchase details, it says that the shipment was delivered on Friday, 12 February. But when I click the tracking number on eBay, the following is shown: DELIVERY (LIMITED TRACKING) - Delayed - original delivery date was Thu, 11 Jun - Fri, 12 Jun -> Deutsche Post (DHL) has reported the following about your shipment: Your shipment was processed in our Göppingen logistics center on 12/06/2026 and is going out for delivery on 12/06/2026. - Arrived in the destination area.And when I go through the tracking function on the Deutsche Post website, it shows that the shipment is completed (green circle). Your shipment was processed in our Göppingen logistics center on 12/06/2026 and is going out for delivery on 12/06/2026. - Arrived in the destination area.Now I’m not exactly sure what to believe either... has the shipment arrived or not? Maybe you can help me, thanks in advance (also for taking the time to read my long monologue :)Wishing you all a lovely evening and kind regardsJessica /moonlight7882

Discussions

The buyer has opened a case, even though tracking + eBay indicate that the shipment was delivered, what should I do?! | Members help members | eBay Germany