Return shipping status
Summary: lidor3073 had an issue with a return order where the status was not updating despite sending a label and tracking the package. They sought assistance from several eBay support representatives, including nina@ebay, selina_b@ebay, and miriam@ebay, to resolve the issue. Despite various attempts, the shipment details couldn't be updated in the system, and it was suggested to process a refund outside eBay due to the lack of buyer protection in this case. Eventually, the buyer marked the item as shipped and received, allowing lidor3073 to issue a full refund, which resolved the situation satisfactorily. lidor3073 expressed gratitude to all involved and sought clarification on buyer protection policies for future reference.
Hello @miriam@ebay and @mia@ebay
Regarding order: 22-14842-27930
The buyer sent the item back, we’ve sorted everything out amicably and he had started the return. I sent him a Hermes shipping label and entered the tracking number in the return. Hermes has picked up the package from me, but the status in the return isn’t updating. Could you please take a look at it? Many thanks!
miriam@ebay
Hello @lidor3073 - as I can see, you were able to initiate the refund via the return request after all, I'm very happy to hear that! So the return request is now also closed and there's nothing else for you to do! 🤗
I want to apologize for the back and forth in this case. Thank you for taking such good care of your customers!
Best regards
Miriam
lidor3073
OP3 weeks agoHello @miriam@ebay
Yes, he got in touch yesterday. See my comment further down.
Still, the question I have now is still: Does the buyer generally have no buyer protection, or did that only apply to my item? So I’m better prepared in the future.
I see it as a given to look after customers - even if I’m “only” a private seller - my ratings reflect that too.
Could you then tell me what it ultimately came down to?
Thanks for your support.
Best wishes 😊
miriam@ebay
Unfortunately, I can’t give you any further information about the buyer account, @lidor3073 . But you handled this correctly here and resolved the situation satisfactorily with the other party, which was the most important thing.
Since we weren’t able to store the return number in our system in this case, it was probably necessary to document the return shipment and receipt first before the refund could be processed.
Kind regards
Miriam
lidor3073
OP3 weeks agoHello @miriam@ebay
Thanks. I'm glad that the topic is “out of the way.”
See you soon (hopefully not with any problems).
I wish you a nice day. 😊
Best regards ❤️
lidor3073
OPJul 16, 2026 at 4:51 PMThe buyer got in touch and marked the item as shipped, and I in turn marked it as received. I was able to issue a full refund right away. Many thanks to everyone involved, and have a lovely evening.
miriam@ebay
Thanks for the additional screenshots, @lidor3073 and sorry that this isn’t working either. I’ve gladly taken another detailed look, and this request is still open so that your buyer can communicate with you. However, this member is not entitled to our eBay Buyer Protection. Therefore, this request does not affect your seller performance.
So the recommendation here is actually to process the refund outside of eBay. You can request the payment information via eBay Messages. Unfortunately, we can’t initiate the refund for you through eBay in this case.
Best regards
Miriam
lidor3073
OPJul 16, 2026 at 2:50 PM · EditedThanks @miriam@ebay
I wrote to the buyer and asked for the payment details.
Could you please then close the open return so it doesn’t just keep hanging around.
That would be super nice.
Thanks and best regards
lidor3073
OPJul 16, 2026 at 4:05 PM@miriam@ebay
So because there is no buyer protection, it isn’t possible for the system to update, for me or eBay to issue a refund, and therefore I have to/should make the repayment outside of eBay, and it therefore has no impact on my seller status? Have I rehashed and understood that correctly now?
What would have happened if I hadn’t gotten in touch?
miriam@ebay
Hello @lidor3073 - could you please try to process the refund directly through the return request (More details > Offer refund), then it should work without any problems 😊. Thanks for the straightforward handling!
Best regards
Miriam
lidor3073
OPJul 16, 2026 at 1:49 PMDear @miriam@ebay
I’d be happy to do that. But the system is stopping me here too.
Could you help me here?
lidor3073
OPJul 16, 2026 at 1:51 PM@miriam@ebay
lidor3073
OPJul 16, 2026 at 1:56 PM@miriam@ebay
Unfortunately, this is a catch-22.
The item is with me, not with the buyer.
lidor3073
OPJul 16, 2026 at 12:28 PMI did everything eBay asked me to do. See screenshots. I don't want either the buyer or me to suffer any disadvantages, and I want to refund him his money without any problems. Thanks.
lidor3073
OPJul 16, 2026 at 12:23 PMHello @alena@ebay @miriam@ebay @nina@ebay @selina_b@ebay
I got the item back undamaged and wanted to issue a refund right away. Unfortunately, that's not possible in the system, EVEN THOUGH the buyer started a return! Here's the screenshot. How can I refund the buyer now?
Thanks!!!
selina_b@ebay
Hello @lidor3073 ,
unfortunately there is no return tracking number stored for the return, which is why nothing changes in the status.
Could you please write the tracking number in the chat history with your buyer so that I can store it in the system?
Best regards
Selina
lidor3073
OPJul 15, 2026 at 2:20 PMHello @selina_b@ebay
I actually included the tracking number in the return 🤔 anyway, I’ve added it again in the chat history with the buyer now. Could you please update that then? Like I said, I’m expecting the package tomorrow.
Many thanks.
Best regards
selina_b@ebay
@lidor3073 Unfortunately, I can’t update it. However, I’ve forwarded it to the relevant department. We’ll let you know as soon as we’ve heard back.
Best regards
Selina
lidor3073
OPJul 15, 2026 at 2:47 PM@selina_b@ebay
Ok, thanks a lot. I don't want any disadvantages to arise here for me or the buyer. Please get back to me quickly. Thanks a lot and best regards.
selina_b@ebay
@lidor3073 The colleagues from the specialist department can only be reached again starting tomorrow. Please be patient until then.
Best regards
Selina
lidor3073
OPJul 16, 2026 at 7:05 AMHello @selina_b@ebay @alena@ebay will I be notified via this or by message in the app? Can you tell me what the problem is? Thanks. Best regards 😊
alena@ebay
·Jul 16, 2026 at 7:21 AMHello @lidor3073 We can’t intervene in the return as long as this return hasn’t been handed over to eBay. I see the package is due to arrive today according to the tracking. So first you can check the item and then manually process a refund yourself.
Kind regards Alena
lidor3073
OPJul 15, 2026 at 7:58 AMHello @miriam@ebay
Could you please take a look? The shipment status hasn’t been updated, and according to the tracking the package is supposed to arrive tomorrow. Thanks ❤️
lidor3073
OPJul 14, 2026 at 2:54 PMI’m adding @nina@ebay since I saw that she’s still active. Thanks a lot 😊
nina@ebay
·Jul 14, 2026 at 2:57 PM@lidor3073 Hey. 🙂 The refund is currently still in the reconciliation phase, so we don't yet have a way to step in.
Feel free to check back here tomorrow so we can review this for you.
Kind regards,
Nina
lidor3073
OPJul 14, 2026 at 3:02 PMThanks, Nina.
We already agreed on that.
The package is on its way back and has been picked up.
But I’ll get back to you if the status doesn’t change. Thanks a lot. 😊