System error on returns? eBay marks the shipment as delivered even though it was returned to me | Members help members

hanonim · 2026-02-14T14:30:06.264000Z

I would like to describe a case here that may point to a system-side error in the return process on the eBay platform, and ask whether anyone has had similar experiences.I bought an item from a private seller (not a commercial shop). Only after receiving it and setting it up did it become clear that the item did not match the description. The description referred to a different model with a market value roughly three times higher than the device actually received. The information that would have enabled clear identification of the model was included neither in the item description nor in the technical specifications, and only became visible after switching it on.I then initiated a return. The seller accepted it and provided me with a Hermes return label. The parcel was shipped on time in accordance with the instructions.However, when delivery was attempted, the parcel was not accepted and was then sent back to me. At the same time, the eBay system shows that the return was delivered to the seller and that a refund should be made within three days. This does not correspond to the actual situation, as the goods are still in my possession.In addition, I have not yet been able to escalate this specific case directly to eBay support. The help pages lead only to FAQs and automated processes, with no option to involve a contact person.While writing this post, I contacted the seller again. The seller said that he had been waiting for the parcel and asked for it to be sent again, as to his knowledge it was not delivered. There is therefore currently a discrepancy between the actual shipping status and the display in the eBay system, which apparently considers the return process to be completed.The further clarification is currently being handled through private coordination between buyer and seller and not through the platform’s protection mechanisms. I will update this post with any new developments. Regardless of the outcome, however, I think it would be sensible for the responsible teams at eBay to review this process, as similar situations could affect other users as well.Has anyone had comparable experiences or knows an effective way to escalate such a situation to eBay support?

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System error on returns? eBay marks the shipment as delivered even though it was returned to me | Members help members | eBay Germany