Shipping abroad: eBay refunds the purchase price even though the package is still on its way | Seller Lounge

retrolager · 2026-02-05T10:40:35.759000Z

Hello, we have an order from a non-EU country (Peru) and the DHL label was purchased through the Deutsche Post Shop.The shipment is on its way and after two weeks the buyer opened a case saying that the shipment has not arrived. Customs and flights take time, everything can be tracked via DHL shipment tracking. In the meantime, the customer has passed the case on to eBay and eBay of course refunded the purchase price, even though the shipment is still on its way. We filed an appeal and now eBay wants proof that we also shipped the package.Okay, a shipment tracking page to the specified delivery address apparently isn't enough. Has anyone had such a case before, where eBay wants proof for a package that was shipped?What did you submit? We have a daily pickup from DHL and of course we don't get a printout from the driver about the contents of the roll containers. Thanks in advance for your replies!

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Shipping abroad: eBay refunds the purchase price even though the package is still on its way | Seller Lounge | eBay Germany