Dispute case: payment service providers, how to proceed? | Members help members

tollermax · 2025-10-28T19:44:13.193000Z

I have a huge problem: I sold a phone, the buyer was also satisfied and even left me a positive review: "Great transaction. Super nice contact, fast shipping, item as described. Many thanks!"Then a few days later the buyer opened a return with the reason "Changed my mind." I accepted the return and provided the buyer with a return shipping label. A few days later the phone came back damaged; the power button was pressed in. I then wrote to the buyer that the returned phone was damaged and that I could not issue a refund. After that, the buyer closed the return on eBay and opened a new return through the payment provider PayPal, this time with the reason "The item differs from the description in your listing." After that, I filed an appeal with eBay and backed this up with photos of the damage. A few days later I got the message from eBay: "The buyer's payment provider ruled in favor of the buyer," and the money was credited back to the buyer and deducted from me. I called eBay and they told me I should contact PayPal, which I did, but PayPal said no, eBay has to sort this out, but eBay says no, PayPal has to do it. How should I proceed now?I would be very grateful for any help.

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Dispute case: payment service providers, how to proceed? | Members help members | eBay Germany