SNAD case: return shipping costs (€13.80) unresolved for a week – requesting moderator help : ) | Members help members

t.s.73 · 2026-03-21T12:50:21.296000Z

Below I would like to summarize my entire case once again in a factual manner, as the matter has still not been correctly closed despite my complete compliance with eBay guidelines.1. SNAD case due to undisclosed defectI received an item that had a significant defect that was not disclosed by the seller. Therefore, the case was correctly classified as SNAD (Significantly Not As Described).2. Seller allegedly could not create a return label for “technical reasons”The seller told me several times that, due to supposed technical problems, he could not create a return label. That left me with no choice but to find an alternative solution.3. I did not want to share my private data with the sellerThe seller demanded that I send him my private data (e.g. PayPal address) so he could reimburse me for the return shipping costs. Since eBay itself advises against sharing personal data with sellers, I declined for security reasons.4. I eventually created and paid for the return label myselfSince the seller did not offer a solution, I created the return label myself and paid €13.80 to return the item within the deadline.5. The seller was very pushy and unpleasant in his communicationThe seller's communication was for the most part rude, pushy, and unpleasant, which made the situation even more difficult.6. Four different eBay employees did not resolve the caseThroughout the case, I was in contact with four different eBay employees. All four emphasized that they were following the process and that a correct resolution was important. Nevertheless, the reimbursement of the return shipping costs was not completed.7. No response for a week now, despite a clear follow-upAlthough I asked politely several times for clarification, I have now received no reply for a week. It feels as if my case may have been inadvertently not closed correctly, even though I did everything right.8. One employee offered to issue a voucher for the return shipping costsOne of the employees mentioned that eBay could issue me a voucher for the return shipping costs. However, that is not the correct solution, since this is a SNAD case.9. I am entitled to full reimbursement of the return shipping costsAccording to eBay guidelines, in SNAD cases the full return shipping costs must be reimbursed. These costs must be charged to the seller, since the fault clearly lay with him.10. It feels like I am being penalized even though I did everything rightI fully complied with eBay guidelines, communicated transparently, and returned the item properly. Nevertheless, to this day I have received neither a response nor the reimbursement. The seller, however, gets no clear signal that his behavior was not correct.11. Case numbers for quick referenceFor easier tracking:SR# 1‑503376061415SR# 1‑503637237043SR# 1‑503669972472Case no. 5375200177I would be very happy if @verena@ebay or another member of the eBay team could review this case and arrange the pending reimbursement. Thank you in advance for your support.

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SNAD case: return shipping costs (€13.80) unresolved for a week – requesting moderator help : ) | Members help members | eBay Germany