Conflicting decision in two cases from one episode (support blocked) | Sell

bonbiere1972 · 2026-07-02T10:10:23.968486Z

Hello everyone,I’m reaching out to the community (and hopefully the moderators), because as a long-time seller with top ratings I’m dealing with a completely illogical problem with eBay Buyer Protection.The facts:A buyer won two Blu-rays from me in two separate auctions. I sent both items together to the buyer in one large letter (uninsured, as stated in the listing and accepted by the buyer). Before shipping, I photographed the parcel with the eBay address label.After one week, the buyer reported non-receipt for both items. As a result, two cases were opened. I then submitted a tracing request to Deutsche Post on Saturday, 27/06, and submitted this to eBay including the photo of the shipment.eBay’s contradictory decision (yesterday, 01/07):Case A (smaller amount): My appeal was successful. The blocked funds were released back to me.Case B (second item): The appeal was rejected in poor and partly garbled German (looks like faulty translation software). The amount was deducted from me in fullThe problem:It was the same shipment and the same letter. It is absolutely illogical and an obvious system or AI error that Case A is decided in my favor, while Case B is rejected despite exactly the same evidence.Since the digital assistant is now blocking me and further contact via the system is impossible, I’m asking the moderators here in the forum to take a manual look at this case. It can’t be right that, as an honest seller, you end up bearing the loss because of a software error or inadequate support review.Thank you very much for your support.

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Conflicting decision in two cases from one episode (support blocked) | Sell | eBay Germany