Presale scam / buyer money back guarantee / presale policy | Member To Member Support

tobhay-82 · 2026-03-05T20:20:47.510000Z

Hi all, I’d be grateful for some assistance. I purchased a presale item on 21 January 2026 and was advised of a dispatch date of 20 February 2026 (which is in line with eBay’s 40 day presale policy: https://www.ebay.co.uk/help/policies/listing-policies/presale-listings-policy?id=4252). On 23 January 2026 the seller sent an invoice further confirming the dispatch date of 20th Feb 2026. This is what showed up as ‘delivered’ on eBay’s page (but I have proof in the form of the invoice I received and the Royal Mail proof of postage/photo that it wasn’t the item). I didn’t raise any issue initially because it was still within the relevant period, however a few days after 20th of Feb, I looked at the seller’s page and noticed various negative feedback indicating a scam and the seller’s own page noted they’d had their account suspended by eBay. I messaged the seller on 23 Feb asking what was happening and noted I’d seen the restriction on their account. I got no reply and so launched a ‘not received’ request through customer services who assured me that I was covered and would receive a refund but they also asked that I make sure I raise a request within 30 days in the future (which I noted, but advised I didn’t think I could because the item was not due for dispatch until 20th Feb and would need to allow a few days for delivery). I went away feeling pretty positive that I was protected.To my surprise, eBay then randomly closed the case claiming it was outside the 30 day guarantee and despite me emailing to appeal and making the position clear, they plainly didn’t properly consider and promptly closed the appeal too. The item was within the eBay money back guarantee as (i) the item was never delivered AND my dispute was raised within 30 days from the due dispatch date. Additionally it was raised within the 40 day presale guarantee period. So disappointed to be let down by eBay here as a long-term customer (and seller). It feels like such a cop out - it’s not out of the money back guarantee and if what they’re saying is right, the 40 day presale policy is entirely ineffective because you lose your rights at 30 days. I spoke with someone helpful at customer service after who gave me some hope and indicated they were going to try and get me a discretionary refund and reassured me, but a few days have passed now and not heard anything further. Any advice/ideas?

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Presale scam / buyer money back guarantee / presale policy | Member To Member Support | eBay UK