eBay approved full refund, then later said no refund - what are my options? | Member To Member Support

pangemoon · 2026-06-05T12:20:34.645000Z

Hi everyone, I'm looking for advice on a case that has become increasingly confusing and I would appreciate any guidance. I purchased a Sunsynk inverter on eBay for just over £1,000. The item was listed as new, however when it arrived it showed clear signs of prior installation and use, including:Multiple fault logs recorded over several daysA WiFi logger already bound to another accountExisting configuration/passwords already setPhysical signs of installation on the terminalsI opened a "Not As Described" return request. During discussions, the seller agreed to provide a partial refund but never actually paid it. The seller then approved a return but never provided a return label, despite this being a Not As Described case where return postage should be their responsibility. I contacted eBay and was told that the seller needed more time to provide a label. eBay then placed the case on hold. After the hold period expired, I received a written message from eBay stating that they were issuing a full refund and that it would arrive within 3-5 working days because the seller had failed to provide a return method. When the refund did not arrive, I contacted eBay multiple times. On each occasion I was reassured that the refund had been approved, including by the high value item team, and that it was on its way. Weeks later, after relying on those assurances, I was told by another eBay representative that the refund had never actually been authorised and that I should instead return the item. Unfortunately, by that point I had relied on eBay's written decision and repeated assurances and no longer had the inverter available to return. I now remain substantially out of pocket despite having followed eBay's instructions throughout and despite having received a written decision stating that a full refund had been issued. My questions are:Has anyone experienced eBay reversing a refund decision after sending written confirmation that a refund had been issued?How can I escalate this beyond normal customer service?Is there a dedicated complaints or executive escalation process for situations where eBay has provided incorrect information and a buyer has relied on it?At this point my concern is less about the original seller dispute and more about the handling of the case by eBay itself. Any advice would be greatly appreciated!

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eBay approved full refund, then later said no refund - what are my options? | Member To Member Support | eBay UK