Seller protection does not apply, although the item was shipped properly - sharing experiences | Seller Lounge

brandnew-phones · 2026-04-02T12:06:10.242000Z

Hello everyone, unfortunately I have a problem with a payment dispute that eBay decided in the customer's favor, even though I properly shipped the item. Issue:We sold a phone in March and shipped it properly using the shipping label provided by eBay (DHL). After receiving the package, the customer stated that the item was not in the package. According to eBay, I am covered by the "seller protection" in such cases. Unfortunately, the payment dispute has now been decided against me, even though I shipped the goods correctly. I am basically left to bear the costs that eBay assured me in several phone calls would be covered.After my call with customer support, I was referred to Paypal. I was told to submit my appeal to Paypal. Since this direct contact does not exist after the switch to the eBay payment system, that is simply not possible.How can I now assert my rights, which eBay itself includes in its terms?Excerpt from the terms: "Protection against abusive behavior by buyersA buyer ...opens a case and falsely claims that an item differs from the description or that the item has not arrived.When a buyer opens a payment dispute because they did not receive the item or because they do not recognize the transactionWhen a buyer opens a payment dispute because they did not receive the item or because they do not recognize the transaction, sellers must provide the following:Proof of delivery to the address provided by the buyer during checkout orProof that the buyer picked up the itemIf eBay comes to the conclusion that the item was delivered or picked up:We will not reclaim the disputed amount from the seller, even if the payment provider should decide that the buyer is entitled to a refund"Has anyone had any experience in a similar situation?Best regards

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Seller protection does not apply, although the item was shipped properly - sharing experiences | Seller Lounge | eBay Germany