eBay refusing to engage or support with problematic buyer despite evidence of delivery | Business Seller Board

mahal-2395 · 2026-04-12T10:48:55.009000Z

Hello, I have been forced to come to the forum following 4 messages back and forth with eBay customer support where rather than read or provide support, eBay's customer service have simply copy and pasted the same rhetoric over and over without reviewing evidence provided. To summarise :Item was posted with a certificate proof of posting obtained from Royal Mail on March 13th (label purchased via Simple Delivery on March 12th)Item delivered March 18th (I was not aware of this until Royal Mail responded to a claim for lost item on 11th April)Claim opened by the buyer March 23rdRefunded to buyer March 26th To expand :I have sent the item via 2nd class mail with a QR code which could be scanned on delivery, Royal Mail confirmed this has been scanned as delivered to the address in question on March 18th. Due to having to wait for the evidence from Royal Mail (they replied over 2 weeks after the final resolution date eBay allowed) and eBay only allowing until March 26th to resolve or face a defect on my account, I was forced to refund to avoid a defect and risking higher selling fees (more on this later). I have now received evidence of delivery and evidence of postage via the certificate so engaged with eBay to ask how I can go about disputing / reopening the case as I have lost the money and may have been defrauded by the buyer (obviously, they might have input the wrong address or other reasons for them claiming no item, but these are not my fault) eBay have told me they can't reopen the claim and the advice given was for me to contact the buyer and ask them to repay but they haven't engaged at all throughout the process, never message before claiming and just jumped straight to a claim and took over 14 days to reply to my original message despite being polite and saying if they hadn't had the item by X date, I would refund and open a claim. So the potential resolutions provided and advised by eBay after they knew that Royal Mail have confirmed delivery were :Open a claim / reinvoice via PayPal (the buyer didn't use PayPal so they won't engage)Ask the buyer to repay for the items (based on response times and knowledge, they may have defrauded me already so why would they engage?)Claim off Royal Mail for a lost item (so directly encouraging me to defraud Royal Mail which they will prosecute for as per their Ts & Cs and the reason I got evidence being that I had already taken this method)Can someone tell me how I can actually get to a resolution on this as I don't feel like me defrauding Royal Mail will get me my money and might actually end up with me being chased / prosecuted by them.... and to top it all, what do I pay fees to eBay for if they will not support despite them being in a more leveraged position to help in this instance?

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eBay refusing to engage or support with problematic buyer despite evidence of delivery | Business Seller Board | eBay UK