Buyer protection case - iPhone was not new | Members help members

kischbe_0 · 2026-07-08T11:40:12.826450Z

Hello dear community, in May I bought an iPhone 15 Pro Max from a commercial seller that was advertised as "New, originally packaged". After a short time (1 week), I noticed that I could neither take out Apple Care nor use Apple’s freebies (e.g. free trial periods for Apple Music, TV, etc.). I then looked into it using the serial number and found that the iPhone had already been activated in November 2023. The seller replied that this can happen with imports, that serial numbers are already registered. Even so, it is no longer a new item, and you end up paying here with drawbacks in Apple warranty (the 1 year was of course already expired) and Apple Care. After the seller only offered me a return with a price reduction, I opened eBay buyer protection. And the whole thing has now been dragging on for 4 weeks. For 4 weeks I’ve been getting different statements from the customer service staff - sometimes I’m supposed to send the phone back, sometimes under no circumstances because the shipping label from eBay is only insured up to a goods value of 500€, sometimes I’ve won the case and am allowed to keep the phone for now and get my money back. Last week, the official case decision appeared in my Ebay account with the note to please send the phone back and enter the tracking number, then I’ll get my money as soon as it’s been delivered. I then asked again briefly whether I could use the shipping label from eBay or whether I should return the iPhone at my own expense. After that, the case was suspended again, the seller was given another 5-day deadline to get in touch with me and let it pass, and since then I no longer know what’s going on here. According to a phone call with customer service, I’ll get my money within the next 48h - however, this is noted nowhere in the case and I fear that, as in the last 3 weeks, nothing will happen again. I’m slowly not sure what else I can do. Has anyone ever had this case? How do I get my money? I’m happy to send the phone back, that’s not the issue for me. I’m just afraid that if I now simply send it back on my own initiative, I’ll have neither the phone nor the money. I’m also very annoyed that every eBay employee gives me different information.

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Buyer protection case - iPhone was not new | Members help members | eBay Germany