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Package picked up at the branch according to tracking, but the recipient says it's not there and is opening a case
Summary: wolger1976 reported that an iPhone was sold and sent to a DHL branch according to instructions. Although tracking originally confirmed delivery, the package was put back into the shipping cycle, and the recipient reported that it had not been received. hasjana and meinehexe11 advised initiating an investigation with DHL. In addition, the SEPA direct debit was reversed after eBay had withdrawn money despite the case review being ongoing. There was confusion about responsibility in international purchases, and wolger1976 expressed frustration with how eBay handled the case. An eBay employee confirmed that colleagues in the US would review the case.
I sold an iPhone and, after payment, sent it straight to the DHL branch
specified by the buyer, including the package number and DHL branch number.
The tracking says on eBay that the parcel was delivered.
But DHL’s tracking is now saying something completely different, even though for a short time it also showed
that the parcel was picked up at the branch.
Now the recipient has reported an item not received and wants me to refund the amount.
Could this be fraud?
I’m reading online that it’s apparently possible to pick up the parcel with phished DHL data and fake authorizations.
The recipient must have signed for it, otherwise the status on DHL wouldn’t switch to "Picked up" at all.
So how can the parcel be back in circulation again?
Especially since it now says somewhere "shipping conditions not met".
If the parcel comes back to me now and it’s empty, what do I do then?
This is really giving me a headache, especially with that amount.
nina@ebay
·Sep 15, 2026 at 5:40 PM@wolger1976 Hey. 🙂 Your appeal regarding the case is already with my US colleagues for review. Please be a little patient. You should receive a response within 48 hours.
@meinehexe11 Thank you very much for the tag. 💖
Best regards,
Nina
wolger1976
OPSep 15, 2026 at 5:56 PMWhat does US colleagues mean?
Should I also file a criminal complaint against the buyer?
petersmodellbahnstuebchen
MentorSep 15, 2026 at 8:35 PMHi @wolger1976
US colleagues means that they are now reviewing the case. If you ship abroad, it is always the customer service of the foreign platform where the buyer purchases that is responsible.
Best regards from the Baltic Sea
Peter
wolger1976
OPSep 15, 2026 at 8:55 PMSo Munich is abroad... Well well....
wolger1976
OP3 weeks agoThe €1349 was apparently still debited from my account after all,
even though the case is still open and the eBay hotline promised me
that nothing would be debited if anything was unclear.
I still haven’t heard back from the US colleagues.
I’m going to have the money charged back by my bank.
According to DHL, the package was delivered on 01/09, and I informed
you of this in writing and also told eBay. You yourselves don’t stick to your own principles!
bootyooty
Mentor3 weeks agoWho is IHR ?
WE are users here like you, we have absolutely nothing to do with it.
Female employees are not present today, back on Monday only.
wolger1976
OP3 weeks agoThat was already 6 days ago too.
And Ebay also tried to charge the amount back,
even though I had withdrawn the SEPA mandate!
But since there’s nothing left in my account, my bank
automatically blocked the amount.
I think it’s outrageous that Ebay is ignoring its own principles.
According to DHL tracking, the package arrived with the recipient and Ebay
still refunds the money anyway!
wolger1976
OPSep 15, 2026 at 5:09 PMEbay simply debits 1349 € from my checking account,
even though DHL says the package had arrived with the buyer and
I also provided all the proof!
And as a private seller, I am not liable for that!
Shipment tracing shows: package arrived!
And yet Ebay still debits the money! I have now withdrawn the SEPA authorization!
I also did not receive any return shipment!
As the phone number, the buyer gives the DHL hotline!
meinehexe11
MentorSep 15, 2026 at 5:17 PMHi, hi. @nina@ebay could you please take a look here?
bootyooty
Mentor3 weeks agoAnd as a private seller I am not liable for that!
Yes, you are, because you are the customer with DHL, not your buyer.
wolger1976
OP3 weeks agoWhat about seller protection ?
According to DHL, the package was picked up on 01/09 at 5:53 PM.
I have proof that proves this, and eBay has it too.
And even though I even revoked the SEPA mandate,
eBay is debiting money from my account.
The case is also not closed, and according to the hotline nothing should be
debited as long as the case is open.
bootyooty
Mentor3 weeks agoDid you find a function so you can appeal the case decision @wolger1976 ?
https://www.ebay.de/help/selling/managing-returns-refunds/einspruch-gegen-ebayentscheidung-bei-rcknahme-oder-fehlendem-artikel-fr-verkufer?id=4369
wolger1976
OP3 weeks agoYes, I did that 3 days ago and haven't heard anything since.
According to the hotline, the case is still being processed.
Several "specialist departments" are involved again, and that can only go wrong.
bootyooty
Mentor3 weeks agoDu hast dich direkt dorthin gewandt?
https://www.ebay.co.uk/help/policies/member-behaviour-policies/legal-notices?id=4714#section2
wolger1976
OP3 weeks agoWhat am I supposed to do on the UK site?
I sold the item here on eBay DE and not in the UK or US and
sent it to a German post office branch in Munich incl. recipient name and post number.
And according to DHL, the parcel arrived! Don’t they want to understand that?
bootyooty
Mentor3 weeks agoThe case was probably opened with ebay.uk-co, so ebay.de then doesn’t have much to say.
hasjana
Mentor1 month ago@wolger1976
with DHL, nothing has been signed for since Corona; nothing has changed about that
I’d advise you to file a tracing request as soon as possible and also save the shipment tracking directly from the DHL site
if it says "shipping conditions not met" ... how was it packed then?
... and I hope you took out transport insurance, otherwise you’ll only get 500 euros reimbursed by DHL, if at all
wolger1976
OP1 month agoI always have to sign for my parcels when I pick them up at the branch.
According to DHL, the parcel was picked up at the branch on 01.09.
and then suddenly it was on its way again.
That is DHL's fault and has nothing to do with the transport insurance.
The transport insurance only applies if the parcel arrives damaged at the recipient's place.
And the phone was packed in an extra outer box from 1&1 and then wrapped in another box.
meinehexe11
Mentor1 month agoHey, hey. Just ask a search engine about DHL shipping conditions not met You can read up on it there.
wolger1976
OP1 month agoI did that. None of that applies. It was sufficiently stamped and in terms of size
it also fits, since this is how I always send my packages and they have always arrived.
And as I said, the package was delivered on 01/09 and then was back in the system ?
Strange that no one is addressing that.
I assume this is a scam !
meinehexe11
Mentor1 month agoI don’t think so. I think DHL messed it up and the shipment is on its way back to you.