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Question
Members help members
Seller sells used item as new and unused
Hello everyone, I’m a bit concerned right now; I bought an €800 lens that was advertised as “new and unused” and with original packaging. The photos had the usual eBay low resolution / heavy compression and also seemed to match the description. What I received was a lens with obvious signs of use on the bayonet mount (typical of repeated removal and reattachment to a camera), minor scratches on the cap, and the lens on the camera side was smudged. The original packaging was missing, but an invoice was included. That invoice showed the item had been bought by the seller two months ago as a “demonstration unit” (display model aka customers can use it in the store). So it’s already ruled out that the lens could be unused, aside from the signs of use anyway. I don’t want to accuse the seller of anything, but that such a condition description is completely off for an item like this and would have been 100% obvious when listing it is, I think, clear. You also know whether you’re buying a demo unit or not... I’ve now confronted the seller and at the same time submitted a return request with the same explanation. However, he denies everything... Regarding the obvious signs of use in my pictures, he says he only sees a few scratches on the lens cap and he wouldn’t know what I might have done with the lens (?!) and that an original box wasn’t mentioned in the description anyway. After that, he sent the semi-useful listing photos again. TLDR: Since €800 is a lot of money, I wanted to ask here whether there’s any other option than sitting out the three days until you can open a case. Aside from the behavior, which in my opinion is just deliberate and fraudulent, I want the lens out of the house as quickly as possible and the €800 back... I also unpack all higher-value eBay purchases “by camera” and recorded what the condition was like fresh out of the package. Optional: Is there a way to report something like this? I find the seller’s behavior completely absurd given the clear facts. Kind regards
quadgeil
Posted 1 week ago • Last reply 6 days ago
18
Question
Members help members
Warranty remains denied
I need support in clarifying this case. I bought the Samsung Galaxy Z Fold5 on 21/05/2026 from this commercial seller on eBay as new merchandise. After about three months of normal and intended use, the inner folding display is defective and flickers. I also contacted Samsung. Based on the IMEI, Samsung told me that the manufacturer's warranty has already expired, even though the device was sold as new merchandise by this seller. I then contacted the seller. The seller does offer a return, but wants to retain 25% of the purchase price as depreciation and also requires me to cover the return shipping costs myself, since the purchase was more than three months ago. I do not agree with this solution. I used the device normally and did not cause the defect. I would also be fine with a free repair or a replacement device free of defects. The seller is based in HonkKong and is a commercial seller.
zezyn0
Posted 1 week ago • Last reply 1 week ago
2
Question
Members help members
Buyer protection case since July - eBay isn't answering the real questions: how do you contact a specialist department?
Hello everyone, I’ve been trying since July to get eBay to answer a specific question about a buyer protection case — so far without success. Maybe someone here has experience with how you can actually reach the responsible specialist department. I had sold a BMW motorcycle leather pant as new with original tags . The buyer then claimed, among other things, that the pants had been worn, showed signs of use or hairs, and were delivered without tags. eBay told me at the time that they shared the buyer’s account “ partially .” Later, they said there was a “ significant deviation from the item description .” Since then, I keep asking the same question: What specific deviation did eBay actually determine, and on what specific evidence was that determination based? To this day, that exact question has not been answered. On top of that: eBay asked the buyer to return the item and explicitly told me that I did not need to do anything further at first. The pants were then returned without the original tags that had originally been attached . For a return in altered condition, eBay had previously explicitly announced an “ individual solution ” to me. I also never received a comprehensible answer about that later on. Later, out of nowhere, I was told the case had been decided in the buyer’s favor because I had not provided a return label. The eBay data report I requested in the meantime, however, lists the internal closing code “ itemDelieredForForcedReturn ” for the case, among other things. What this specifically means and how it fits with the later explanation was also not explained. My explicit question about whether the decisive decision was made entirely manually or fully/partly automatically also went unanswered. The buyer’s negative feedback was later removed by eBay because it violated the feedback policy. I’m aware that this does not automatically say anything about whether the buyer protection case was justified; for me, though, it is part of the overall picture of this process. I contacted customer service multiple times, filed a formal complaint, and explicitly made clear that I am not requesting any further appeal . Still, the latest response I received was again only that my appeal had been finally denied and that I should refrain from any further inquiries. But that does not answer my question. At this point, it’s not primarily about the purchase price for me. I simply want to be able to understand: What specific fact did eBay consider proven at the time, and what was that determination based on? Has anyone here ever had a comparable case and actually reached a department at eBay that could explain the specific basis for the decision? Thanks for any helpful advice.
ylvimarie
Posted 1 week ago • Last reply 1 week ago
2
Question
Suggestions and Feedback on the eBay Platform
Why should a buyer cover the costs of return shipping (presumably to the Far East) when incorrect items are delivered?
Hello everyone, I’m looking for your experiences and opinions on a topic, because I have a few questions I don’t understand, since I can’t make sense of the logic. If someone from ebay is reading along and asks which case?: Case No. 5386995598 Return No. 5328941191 An item was offered on ebay, documented with photos of the goods. After the purchase and delivery, when I unpacked the parcel, I found that I had received the wrong goods, which I had not ordered. I contacted the seller, who stayed silent. Note: This is not a wrong purchase, no mistaken decision in selecting the item, and not my exercise of the right of withdrawal, but rather a complaint about goods delivered incorrectly. After the required waiting period, I involved ebay. The current status is as follows. -Note: I do not have a return label. As the return address, ebay provided me with the following on the same webpage. -Stupid question or does anyone else see it the same way?: Who can spot the two errors here? Here it is to be assumed the seller is based in the Far East, according to a Google search presumably in China, but only presumably China. Something like that cannot be shipped with DHL. Even if it could, then “Return to sender”. For me, that means double shipping costs and the seller keeps my money item / shipping costs. What options are left for me? None except shipping at my own expense .... or I stay silent without providing a shipping number and do not get my money back or receive a replacement item either. Contacting ebay is not possible online in this case / process. Is that the end of it already? No, in the event of non-deliverability, there will be additional costs of around 15.00 for me for the return shipment of the goods I complained about back to me as the sender. Now to my questions: Why do I have to pay the return shipping costs for a complaint identified immediately, even though the mistake here is clearly with the seller? Even if I could ship it, I pay and bear the return shipping costs because of a seller error of 25.49 euros? Why does the seller provide a shipping address on ebay that presumably cannot even be delivered to? Are we being measured by different standards here? -Same seller, same delivery with the above-mentioned goods in a shipping box, and here too the wrong goods were delivered. -The seller was contacted, again there was silence, ebay was involved, the result: a credit without return shipping -Case: Case No. 5386995643 / Return No. 5328941165 Regards Klaus
bwfennek
Posted 3 weeks ago • Last reply 2 weeks ago
21
Question
Members help members
Warranty beyond the 6 months
I ordered a new computer mouse. It came from China, and after 6.5 months it broke. The seller refuses to honor the warranty. Is that normal on eBay? eBay is referring me to the seller, saying I have to work it out with them.
lokra
Posted 2 weeks ago • Last reply 2 weeks ago
2
Question
Suggestions and Feedback on the eBay Platform
Reversed transaction – eBay keeps the sales commission despite a full refund. Is this clause in the terms and conditions even valid under German law?
Edited: Due to a broken keyboard, the text was summarized by AI and it went a bit too far. It was more along the lines of wanting sound legal opinions. That was never my intention eBay return: buyer gets everything back, eBay still keeps the fees? I’ve just got a case that has me a bit puzzled, because I’ve never experienced it like this before. The buyer opened a return and claimed that when the package was opened, allegedly part of the contents was missing. I believe this claim is false, so I involved eBay. I then even called eBay support. After reviewing the case, they explicitly told me that I am in the right and shouldn’t worry . Unfortunately, that was only over the phone, so of course I have nothing in writing about it. Now my complaint was still rejected, or rather the decision in favor of the buyer was upheld. I was told in justification that the buyer had been able to prove that they reported the alleged theft. But let’s be honest: the fact that someone reports an alleged theft by no means proves that the theft actually happened. At first, it only proves that they reported that claim somewhere. By the way, eBay didn’t provide me with the alleged proof itself either. And this is exactly where my actual problem comes in: The buyer gets the full purchase price back , so for example €31. eBay had previously kept about €6 in fees from those €31. But now, for the refund, the full €31 is charged back to me, while eBay apparently keeps the roughly €6 it had previously withheld. So in the end I’m left with €0 in revenue from the transaction, plus the eBay fees as a loss. Is that actually the normal procedure at eBay now? Up to now I assumed that if a transaction is fully reversed, the corresponding selling fees would also be credited back. That’s how it is at Amazon, at least. I then read that eBay apparently actually has a rule that if eBay itself decides a case and closes it with a refund, the fees are not credited back. Honestly, that’s completely new to me. Has anyone here experienced this firsthand? Are the fees also withheld from you when eBay decides a return case and the buyer gets the full purchase price back? And if that really is the case: What do you think of that? I honestly find it pretty hard to understand that eBay keeps its full selling commission on a transaction that has been fully reversed, even though no sales proceeds remain with the seller in the end. In any case, I’m going to have the matter looked into more closely again, especially the question of whether this rule is even permissible under German law.
bricks*import
Posted 1 month ago • Last reply 3 weeks ago
18
Question
Members help members
Item does not match the item description - noticed after the return period
Hello, I bought goods from a seller via this platform on 21/06/26. They were also delivered promptly. On 26/07/26 I noticed that the delivered goods do not match the item description and contacted the seller about it. After a brief exchange of messages with photos, item no., etc., there was no further response from the seller. Is there still a way to return the goods through buyer protection?
sunnyd_11
Posted 1 month ago • Last reply 1 month ago
2
Question
Members help members
eBay rejects multiple reports within a few minutes – how do I get a manual review?
Hello everyone, I’d like to describe a current matter because I can’t understand eBay’s response to it. It concerns the same buyer from an already ongoing return case. On 27/08, the buyer asked me via the eBay messaging system to transfer the refund directly to a bank account he named, i.e. outside the ongoing eBay return process. At the same time, he explicitly announced that he would leave me negative feedback and warn other buyers about me if I didn’t do this. I insisted on handling the refund exclusively through the official eBay process. Soon after that, the buyer did in fact leave negative feedback. I then reported both the relevant message for possible abusive communication and requested the removal of the negative feedback. Afterwards, the same buyer insulted me via the eBay messaging system and called me, among other things, a “pathetic loser” and a “fraudster.” I also reported this message for insulting and abusive communication. From my perspective, this involves three separate matters: The request to transfer the refund directly to a bank account outside the ongoing eBay return process. The explicit announcement of negative feedback if I did not comply with this demand, followed by the actual negative feedback. Personal insults via the eBay messaging system. What I also find remarkable is how quickly these were handled: I received a rejection for the removal of the negative feedback, and both of my reports regarding the buyer’s messages were answered very quickly as well. The responses to the reports about the insult and the request for direct bank transfer came only a few or just a few dozen minutes after my report. The responses essentially said that eBay could not find the reported problematic content based on the information I provided and therefore took no action. One of the reference numbers is: 2-108128529821 Another is: 2-108127774746 What irritates me particularly is that the relevant messages and the negative feedback are directly in the eBay system. Especially given the very short processing time, I wonder whether the complete message histories and the connection between the announced and the subsequently actually left negative feedback were reviewed in full at all. I then created a screenshot of the chat history, obscured the buyer’s name and bank details, and posted the screenshot in the community addressed to an eBay employee. However, the image was removed. As I understand it, this is both about possible feedback manipulation or impermissible pressure and about insulting communication. Has anyone had experience with how to get eBay to carry out a genuine manual and complete review in a case like this? @perfect-sally @melina@ebay
compliancer
Posted 1 month ago • Last reply 1 month ago
3
Question
Members help members
No option to respond when returning “Doesn’t work/defective” – impact on seller account?
Hello everyone, I currently have a return case in which the buyer stated the return reason as “Doesn’t work / defective.” The problem is that, from my perspective, the buyer’s description of the fault does not match in essential points with the video he submitted himself as proof. The buyer initially claimed that the displayed room temperature of the air conditioner drops very quickly to 0 °C and that the unit then switches itself off. As a possible cause, based on an AI diagnosis, he mentioned a refrigerant shortage. I then expressly asked the buyer to document exactly this process he described in one continuous video. The buyer then recorded a video and submitted it as proof of the alleged defect. However, this very video does not show “0 °C” at the end, but clearly “Lo.” According to the operating instructions for the De'Longhi PAC N80.1, page 13, “Lo” means “Low Temperature.” So this is not a temperature reading of 0 °C. The description in the return request does not match the submitted video in this important point. Nor is the complete automatic switching off of the unit claimed by the buyer clearly and consistently documented in the video, in my opinion. In addition, during the recording the external temperature sensor was positioned directly in the area of the air inlet or near the heat exchanger and not freely in the unaffected room air. So far, the buyer has also never claimed or proven through any corresponding measurement that the air conditioner does not cool. The assumption of a “refrigerant shortage” is, according to his own statement, based on an AI diagnosis. I still want to accept the return so that I can inspect the unit myself after receiving it. However, I expressly do not want this to be understood as acknowledging that the defect claimed by the buyer actually exists. This is exactly where my problem with the eBay returns process lies: On the “How would you like to proceed?” page, I am only shown the options “Accept return” and “Offer full or partial refund.” Within this return case, I cannot find any way to submit a statement or provide my evidence to eBay. So my questions are: Is there anywhere in the return case for the seller to submit a statement or evidence? If I select “Accept return,” is this treated by eBay only as acceptance of the return shipment, or at the same time as acceptance of the return reason given by the buyer, “Doesn’t work / defective”? Can such a case have an impact on my seller status, my service statistics, or other metrics of my seller account, even though I expressly disagree with the stated return reason? If the unit works perfectly after being returned and my inspection does not confirm the buyer’s description of the fault, how can I document this to eBay and prevent a possible negative impact on my seller account? I have already reported the buyer through the eBay function provided for possible misuse of the return process. My goal is not to prevent the return. I want to get the unit back and inspect it. I only want to make sure that accepting the return is not automatically treated as confirmation of a defect I dispute, and that my statement and evidence can also be documented. Operating instructions for the De'Longhi PAC N80.1: https://www.schede-tecniche.it/manuali-uso-condizionatori/Manuale-uso-condizionatore-portatile-Pinguino-De-Longhi-PAC-N80.pdf Screenshot of the relevant “Lo” display: https://drive.google.com/file/d/1OiM1mmqDwgSWvPJhHVfMcCpv4S8MpNtM/view?usp=drive_link Video submitted by the buyer as proof: https://drive.google.com/file/d/1Z6qq7RWIXWTlnJhjaH_udwo5QUj3jHOa/view?usp=drive_link Thanks for any advice, especially from sellers who have already had a similar case.
compliancer
Posted 1 month ago • Last reply 1 month ago
12
Topic
Act privately & discuss
Buy

01riot
1432 View listings
AI-manipulated article photos

Hello, I had bought a lot of older model cars. In the item photos, models were shown that I found extremely interesting, but they were ultimately not included like that and do not actually exist either. The photos were apparently manipulated using AI, and completely new models were created in the process. I don't know whether this has anything to do with the oh-so-great AI listing tools, but that is an absolute no-go!!! I have already contacted the seller and am still waiting for a response. If the seller refuses to see reason, would there be any chance of buyer protection? Image 1 shows the first image of the original listing. In image 2, the manipulated and invented models are marked. Image 3 shows the delivered models.
1 month agolast reply 1 month ago
14