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eBay Seller Protection - Or Not!
Summary: cashconwalsall is frustrated with eBay's seller protection after a buyer claimed an item wasn't delivered, received a refund, and still collected the item. They question why eBay doesn't protect them despite providing timely dispatch and delivery tracking, referencing an email from eBay affirming protection in similar situations. john1297576 agrees that eBay seems to reward fraudulent behavior and papso22 suggests the refund was unnecessary if delivery was attempted, although cashconwalsall clarifies there was no delivery attempt record.
I know I'm covered under eBay seller protection if a buyer reports an item not delivered is refunded as long as I dispatched on time, used an eBay label, and have a tracked successful delivery.
This has happed a few times previously.
On this occasion, the only difference according to eBay is that they recognised this as fraud and have suspended or terminated the buying account. They got their refund yesterday and collected the item from Post Office this monrning.
eBay say I am not covered and cannot get a refund and there is no appeal process,
This can't be right, their own Seller Protection states "When you sell on eBay, we protect you from abusive buying behaviour and from events outside your control"
I also have an email from 3rd September about a similar issue stating
"Hi Paul, we know you recently refunded the buyer because the item didn't arrive. But good news – we confirmed the item was delivered, so we reimbursed you £26.99 for this order.
Thanks for doing your best to provide a great experience for your buyer. Whenever you dispatch on time with an eBay label, you're protected if the item is delivered later than expected."
So clearly I qualify for eBay seller protection, so can anyone shed any light on why they will not protect me in this case
Thanks.
Paul
john1297576
MentorSep 15, 2026 at 3:25 PM“On this occasion, the only difference according to eBay is that they recognised this as fraud and have suspended or terminated the buying account. They got their refund yesterday and collected the item from Post Office this monrning.”
How do you know they got refund, and who paid you or Ebay?
If ebay recognised as Fraud, why did they give the Fraudster a refund, when he appears to have deliberately waited before collection
Seems to me ebay is awarding a Freebie to the Fraudster...
cashconwalsall
OPSep 15, 2026 at 3:46 PMI had to give a refund as they opened an "INR" case. It was the last day before the buyer could ask eBay to step in.
100% rewarding a fraudster and penalising a valued seller
papso22
MentorSep 15, 2026 at 4:11 PMAttempted delivery counts as delivery for seller protection. You should not have refunded.
cashconwalsall
OPSep 15, 2026 at 4:22 PMThere was no record of attempted delivery at all on RM tracking. Simply posted, then colleceted from DO this morning
papso22
MentorSep 15, 2026 at 4:24 PMThat's odd. It would only have been at the DO after attempted delivery and red carding.
cashconwalsall
OPSep 15, 2026 at 4:34 PMYet here it is...
Delivery history
Royal Mail: VU561904309GB
Tue 15 Sep
8:11am
Collected From Your Customer Service Point
LEWES, BN7 2XZ
Mon 7 Sep
2:01pm
Accepted at Parcelshop
WS3 3LE
Mon 7 Sep
11:22am
Sender despatching item
Mon 7 Sep
3:22am