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Buyer protection denied despite clear policy – eBay only refers to PayPal
Summary: kneev90 describes a problem with an online purchase through eBay in which an item never arrived, the tracking provides insufficient information, and the PayPal buyer protection case was decided in favor of the seller. Despite eBay removing the seller account, eBay cannot offer any further buyer protection because the case was handed over to PayPal. perfect-sally and nina@ebay offer support and explain the situation. Finally, kneev90 shares that after several calls to PayPal and filing a police report, a refund was obtained, but stresses how unpredictable PayPal support can be.
Hello everyone,
I have a problem that I haven’t been able to get any substantive clarification on over the phone (3 different employees), and I wanted to post about it here publicly.
Short version: I bought an item (about €400), paid via eBay/PayPal. The item never arrived. The tracking from a shipping service provider in China shows only the postal code as the sole address match – no street, no name, no signature. Nevertheless, my PayPal buyer protection case was decided in favor of the seller.
When I then tried to open an eBay buyer protection case directly, I was told every time: "The case is with PayPal, we can’t do anything anymore."
I don’t quite understand that, because the eBay buyer protection policy explicitly states that PayPal payments are covered, and according to the terms, an exclusion is only provided for abusive, double collection. That doesn’t apply to me; after all, I didn’t receive any money.
What’s also particularly annoying: the seller account was completely removed by eBay itself in the meantime on suspicion of fraud – but that still doesn’t change the decision.
Has anyone had similar experiences, or does anyone know how to actually get eBay to review the substance of the case here instead of just getting the standard response from phone support?
Thanks in advance!
kneev90
OP2 weeks ago · EditedIf someone stumbles across this post:
After 4 (!) calls to Paypal, the refund has finally been confirmed. What ended up helping was actually the official police report and the threat of going to the CSSF. The nice employee then discussed the case with another specialist department for 15 minutes and was able to bring me the good news. I'm glad to be done with this issue.
Stay strong, and don't give up!
voli-maus
Mentor2 weeks agoThanks for your feedback @kneev90 😊👍
nina@ebay
Mentor3 weeks ago@kneev90 Hey. 🙂 I was happy to take a look at this for you. However, I can unfortunately only tell you the same thing as my previous colleagues. Since you have opened a dispute with your payment provider, it is not possible to open another buyer protection case through our platform.
You may be able to file an appeal against the decision in the PayPal case.
@perfect-sally Thanks a lot for the tag. ❤
Kind regards,
Nina
kneev90
OP3 weeks agoHey Nina, thanks a lot for checking and for the clear feedback! Too bad there’s nothing more to be done, but it’s good to know that now in black and white instead of continuing to phone around in circles.
Thanks again to @perfect-sally for mediating - I really appreciate it. I’ll try continuing through the arbitration office at the Bundesbank now. Have a nice day, both of you! 🙏
perfect-sally
Mentor3 weeks agoDid you involve PayPal first? Then eBay is actually out of the picture and can’t do anything for you.
Please give the item number and an eBay employee can take a look.
Hello @nina@ebay would you be so kind? Thank you very much
kneev90
OP3 weeks ago · EditedMany thanks for the quick response, @perfect-sally and thanks for bringing in @nina@ebay
Yes, I first opened the PayPal buyer protection case, honestly I wasn’t aware of the difference at the time. The PayPal case has since been closed in the seller’s favor (tracking only showed a ZIP code match, no street/name/signature).
Item number: 307041548670 (Midea PortaSplit Cool Mobile split air conditioner)
One thing I still don’t quite understand: in the eBay Buyer Protection policy, PayPal is explicitly listed as a protected payment method, and according to the policy on abusive buyer behavior, an exclusion is only предусмотрено in the case of double collection. That doesn’t apply to me, since I of course didn’t receive any payment. Maybe @nina@ebay can briefly clarify why that still leads to a complete exclusion from eBay Buyer Protection?
If someone could take a look at this, I’d be very grateful - the item never arrived, and since then I’ve been stuck between PayPal and eBay, without anyone actually reviewing the substance of it. Thanks, everyone!