topic Re: still no refund in Seller Central

still no refund

andy20678 — Fri, 03 Apr 2026 11:24:56 GMT

had a chat with an few agents from ebay about money taken out of my ebay funds and the last person said they would send me an email in the next couple of days from tuesday but no email yet as today is the last time they said i would get an email. so if i don't get one what should i do

Re: still no refund

tressygirl — Fri, 03 Apr 2026 11:43:48 GMT

@andy20678 wrote:

today is the last time they said i would get an email. so if i don't get one what should i do.

You could start please, with telling us exactly what this refund was for, and when a case or cancellation was made, then we can try and help you further.

@andy20678

Re: still no refund

andy20678 — Fri, 03 Apr 2026 11:45:41 GMT

hacked account with money taken out of my ebay funds to buy items

Re: still no refund

tressygirl — Fri, 03 Apr 2026 11:51:26 GMT

Thank you, this then has no set timeframe to check and as it's now a long Bank Holiday weekend doubt you will hear much until Tuesday.

How long has it been since you informed them of the hacking ?

@andy20678

Re: still no refund

andy20678 — Fri, 03 Apr 2026 11:52:57 GMT

about the 20th march

Re: still no refund

tressygirl — Fri, 03 Apr 2026 11:57:42 GMT

From other members I've heard this can take 30 days or longer to complete.

As said, I think these 4 holiday days now, will not speed things up.

Is it this account? As you have items listed, I would have thought they'd put a complete hold on your account?

Perhaps contact CS now just to confirm your account is being examined for the hacking.

https://www.ebay.co.uk/help/eua?id=5190

they may not be able to update you with anything, but worth a shot.

Please do come back with any news, hopefully good news !

@andy20678

Re: still no refund

andy20678 — Sat, 04 Apr 2026 11:59:49 GMT

got email telling me to contact your payment institution. how do i do that

Re: still no refund

*vyolla* — Sat, 04 Apr 2026 12:36:56 GMT

@andy20678 wrote:

got email telling me to contact your payment institution. how do i do that

What funding source of yours was used?

If the payments were funded with your debit card you need to contact your bank.

If the payments were funded with your credit card then you need to contact your card provider.

You mentioned in your other thread that your eBay balance was used. This would be an eBay issue and you can't contact any payment institution because none of your payment providers would have been involved in the eBay balance payment.

Marco@ebay has replied on your other thread:

https://community.ebay.co.uk/t5/Seller-Central/refund-from-ebay/td-p/8015492

Re: still no refund

pjdj89 — Sat, 04 Apr 2026 13:32:33 GMT

I’d definitely follow this up rather than waiting any longer. If they gave you a timeframe and today was the latest, you should have heard back by now.

Best thing to do is contact eBay again (chat or phone if you can) and reference the previous conversation. Let them know you were promised an email by today, and it hasn’t arrived—sometimes cases don’t get properly followed up or need chasing.

If you have a case ID or any reference number from the earlier chats, include that as it helps them pick it up quicker. Also worth asking them to resend the email while you’re on the chat, or confirm the outcome there and then instead of waiting again.

It’s frustrating, but you usually get a quicker resolution once you push it back to them.

Re: still no refund

andy20678 — Sat, 04 Apr 2026 13:42:08 GMT

if you read number 7 it tells you that i got an email from ebay

Re: still no refund

andy20678 — Sat, 04 Apr 2026 17:01:54 GMT

yes it is this account. they did put a hold on my account but got it lifted

Re: still no refund

andy20678 — Thu, 09 Apr 2026 16:43:52 GMT

got through to someone in ireland about my money and they said to go through my bank to get the money back but they said it's not are problem as no money has gone out of my bank account so all i did was email ebay about the money that had gone out of my ebay funds

Re: still no refund

4_bathrooms — Thu, 09 Apr 2026 16:59:05 GMT

@andy20678 wrote:
got through to someone in ireland about my money and they said to go through my bank to get the money back but they said it's not are problem as no money has gone out of my bank account so all i did was email ebay about the money that had gone out of my ebay funds

You need to use the right lingo when you talk to customer services. You need to make it clear there was an unauthorised transaction with your eBay balance so that it is clear where the funds have been lost from. Note that guidance states "If it looks like the transaction wasn't authorised, it may be eligible for reimbursement" - there's no guarantee that you will be reimbursed.

It's probably worth mentioning that if you had 2FA enabled in your account it would have been almost impossible for someone else to log in to your account even if they knew your password.

Re: still no refund

andy20678 — Fri, 10 Apr 2026 11:50:50 GMT

but if don't get my money back i could claim for fraud

Re: still no refund

4_bathrooms — Fri, 10 Apr 2026 12:17:34 GMT

@andy20678 wrote:
but if don't get my money back i could claim for fraud

You could take the matter up with the Financial Ombudsman Service if eBay's final decision is not to reimburse you.

However, you are responsible for your account security. The only way someone could have accessed your eBay account is if you disclosed your password (even unwittingly) to someone else and you did not have 2 factor verification enabled. I believe 2FA has been enabled by default for quite a while so you would have had to have consciously disabled it at some point.

Unless you know who accessed your account your password was most likely "phished" when you clicked a link in a dodgy email. eBay's (never read) User Agreement does state that you will not "share your log in credentials with any third parties." eBay could argue that you were negligent in disclosing your log in credentials and disabling a security measure which directly caused you to suffer a loss.

Do you have anything in writing where eBay have stated they are going to reimburse you?

Re: still no refund

andy20678 — Fri, 10 Apr 2026 18:06:22 GMT

got a reply today from the email that was sent and they are still saying it's to do with my bank account but it's to do with my money from my ebay balance