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Seller protection denied despite proof of shipping and delivery. Has anyone had similar experiences?
Summary: nuclearpug describes a problem with eBay seller protection after a buyer allegedly did not receive a sold item, even though tracking confirmed delivery. After an appeal, in which nuclearpug provided extensive evidence, eBay rejected the appeal for different reasons. meinehexe11 and nina@ebay, presumably eBay moderators, give feedback. nina@ebay explains that seller protection for uninsured shipments only applies if the item value and shipping costs do not exceed 20 euros, which was not the case here.
Hello dear community,
maybe someone here can help me or has already had a similar case.
I sold an item and bought the shipping label (compact letter) directly through the eBay shipping manager. The shipment was therefore automatically linked to the sale. The shipping label showed the buyer’s address as well as the matrix code or shipment number, which allowed the shipment to be processed and tracked by Deutsche Post. The shipment was then also marked as delivered.
The buyer then opened a case over an item that was supposedly not received. I then documented the tracking information with screenshots. At the time, the tracking showed processing by Deutsche Post, the shipping route, and delivery. In addition, I had a photo of the shipment with the full recipient address and the shipment number.
After the buyer involved eBay, the case was first reviewed. I then received another request from eBay on 21.08.2026 to submit further evidence, even though the shipping label had been bought directly through the eBay shipping manager and the shipment could be tracked via the stored shipment number:
„We have put the case on hold for 2 days so you have time to provide us with the original receipt ...“
I complied with this request. Within the deadline set, I uploaded all the evidence available to me via the document uploader provided by eBay. This included, among other things, photos of the shipment with recipient address and shipment number as well as screenshots of the shipping and delivery progress.
My appeal was then rejected with the following explanation:
„The information provided indicates that the item was delivered only after the case was closed.“
This was justified by saying that when the tracking is accessed now, only the following message appears:
„We expect to receive your shipping data shortly.“
After I objected to this decision, however, I received a completely different explanation:
„You therefore submitted this evidence only after the three-day deadline had expired.“
I really can’t make sense of that. The evidence was requested by eBay on 21.08. and I submitted it within the deadline set.
What I find especially confusing is that eBay first argues:
„The information provided indicates that the item was delivered only after the case was closed.“
and later:
„You therefore submitted this evidence only after the three-day deadline had expired.“
To me, those are two completely different explanations.
I was also written to with:
„I kindly ask you to handle your shipping on time in the future ...“
I don’t understand that either, since the shipping label was bought directly through eBay, the shipment was linked to the sale, and the documents show that the item was actually shipped.
What bothers me most is that eBay first requests additional evidence, I submit it on time, and then it is claimed that the evidence was not submitted within the deadline. At the same time, it remains unclear which of the submitted documents were even reviewed. It was also never specifically explained why the evidence I submitted should not be sufficient.
Given the seller protection eBay advertises, I honestly find that very disappointing. As a seller, I bought the shipping label through eBay, sent the item, documented the buyer’s address, and submitted the documents additionally requested by eBay within the deadline.
Has anyone of you had similar experiences? Despite the statement
„Further appeals regarding this case will not be considered.“
is there still any way to get the case reviewed again or escalated?
Thanks a lot for your experiences and thoughts!
nina@ebay
Mentor1 week ago@nuclearpug Hey. 🙂 I was happy to take a look at that. As you have already been informed, another objection is unfortunately not possible here.
We recommend sending your items insured in the future for that value, so that you can receive full seller protection.
@meinehexe11 Thanks a lot for tagging. ❤
Kind regards,
Nina
nuclearpug
OP1 week agoHello Nina,
many thanks for your feedback and for taking a look at the case. 🙂
However, I’m a little surprised at this very point: if these shipping products in the eBay shipping manager are advertised with seller protection, why shouldn’t that protection apply in a case like this?
The shipping label was purchased directly through eBay and was automatically linked to the sale. In addition, eBay asked me again on 21/08 to submit further proof. I complied with that request within the specified deadline and uploaded the requested documents, which now really do clearly prove the shipment.
That’s why I’m finding it hard to understand why reference is now being made to insured shipping in the future. From my point of view, I used exactly the shipping method intended by eBay and provided the additionally requested proof on time.
Regardless of that, of course I’d like to thank you for reviewing it and for the feedback. 🙂
nina@ebay
Mentor1 week ago@nuclearpug Seller protection for uninsured shipments only applies if the item value + shipping costs do not exceed €20.00. That was not the case here.
Best regards,
Nina
nuclearpug
OP1 week agoHello Nina,
thanks for the explanation 🙂
If I understand that correctly, does that mean that with this shipping method, as a seller over €20, you are ultimately left unprotected? The buyer can receive the item, then report it as “not received,” and the seller is left to bear the loss despite shipping via the eBay shipping manager and having shipping and delivery proof?
I’m aware that you can’t say for sure what happened in the specific individual case. However, the available shipping and tracking information rather suggests that delivery did take place than the opposite.
Still, thanks for the clarification and for the time you took. 🙂
meinehexe11
Mentor1 week agoHi, hi.
If your objection was rejected, then the deal is basically done for. @nina@ebay could you please take a look anyway?
nuclearpug
OP1 week agoThanks for the feedback and for tagging. And also many thanks for the support, definitely! 😊