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System block after closed PayPal case: Unable to return wrong item (4 GB instead of 8 GB RAM) – Any advice?
Summary: marechal_74 is seeking advice on dealing with eBay's system after receiving a wrong item. They purchased a tablet advertised with 8 GB RAM but received a model with only 4 GB RAM and no stylus. Although they opened a PayPal dispute, it was closed as it should be handled through eBay. Now, eBay's return options are unresponsive due to the past disputes. perfect-sally suggests sharing the item number for further investigation, while nina@ebay advises contacting PayPal for a potential appeal, as eBay's system can't reopen a return case already involved in a dispute.
Hi everyone,
I'm looking for advice on how to deal with a technical block on eBay regarding an item return due to seller error.
The Situation: I purchased a tablet (Lenovo Tab M11). The item description and GTIN explicitly guaranteed 8 GB of RAM and the Lenovo Tab Pen. However, the seller shipped a model with only 4 GB of RAM and no stylus, which constitutes a clear breach of contract / material defect under German law (§ 434 BGB - Sachmangel). Under § 439 BGB, I am entitled to proper performance / replacement, or a full contract reversal with damages for accessory shipping costs (§ 280, § 281 BGB). The seller only issued a partial refund of €10.00 so far.
The Issue: I opened a dispute on PayPal, which has now been officially closed because transactions must be handled through eBay's buyer protection.
However, eBay's automated platform is now stuck:
The "Return item" and "Contact seller" buttons in my purchase history are grayed out or completely non-responsive because the system still registers the past PayPal dispute.
Requesting a callback failed, and eBay's help assistant refuses to forward me to an agent or open a regular support ticket.
Because I bought matching accessories for this specific model, returning everything will cause additional non-refundable shipping fees.
Has anyone experienced a similar system loop after a closed PayPal case? Is there a known way to force eBay's system to manually unlock the return option, or should I proceed directly with a bank chargeback/reversal?
Thanks in advance for your insights!
Hello everyone,
I need your advice on a problem with processing a return due to an incorrect delivery on eBay.
The case: I bought a tablet (Lenovo Tab M11). According to the item description and GTIN, the device was supposed to have 8 GB of RAM and come with the Lenovo Tab Pen. However, a device with only 4 GB of RAM and no stylus was delivered (§ 434 BGB – incorrect delivery / material defect). The seller has so far only given me a partial refund of €10.00.
The problem: At the same time, I opened a PayPal case. However, this was closed by PayPal because eBay purchases must be handled through eBay buyer protection.
The system is now stuck in an endless loop:
In the eBay portal, the "Start return" or "Contact seller" button is completely blocked or not working at all, because the system wrongly assumes that a dispute is still open.
An automatic callback attempt didn't work, and customer service can't be reached directly via chat or email through the menu navigation.
Since I already ordered matching accessories for this model (case and screen protector), which would involve return shipping costs in the event of a reversal, I'm now stuck.
Has anyone had experience with how to get the eBay system manually reset after a closed PayPal case? In this case, is the only option to go the written route to the seller / eBay or to do a direct debit chargeback through the bank?
Thanks for your tips!
nina@ebay
·3 weeks ago@marechal_74 Hey. 🙂 You can no longer open a return within our system if there has already been a dispute about it. Please contact PayPal again regarding the dispute. There may be a possibility that you can appeal the decision.
@perfect-sally Thanks a lot for flagging this. 💖
Best regards,
Nina
marechal_74
OP3 weeks agoThanks for the reply, Nina.
Unfortunately, this advice creates a dead-lock loop: PayPal closed the dispute precisely because eBay's rules state transactions must be handled through eBay Buyer Protection. Re-appealing with PayPal is automatically rejected due to this exact cross-system conflict.
Since eBay's system is technically locked and refuses to process a clear case of non-conformity (§ 434 BGB — 4 GB RAM received instead of the advertised 8 GB), I am forced to handle this directly with the seller legally and initiate a payment dispute via my bank (Lastschriftrückgabe).
Best regards,
Sergei
perfect-sally
Mentor3 weeks agoPlease state the item number and an eBay employee can take a look at it. She'll get back to you here.
@nina@ebay can you please take a look? Thanks