Ebay CSA blames training and education for withholding funds
Summary: thatthin21 shared a frustrating experience with Royal Mail delivering an item to the wrong address, resulting in a case being opened on eBay by the buyer. Although eBay initially ruled in thatthin21's favor and promised funds would be released within 3-5 days, a later interaction with a different agent revealed a misunderstanding, extending the wait to 31 days. sml192 suggested that the initial agent likely lacked awareness due to script-based responses. thatthin21 expressed dissatisfaction with eBay's handling of the situation and resolved not to use the platform again.
Last week Royal Mail delivered an item that i sold to the wrong address.
I worked with the buyer to help locate the item, unfortunately it was not found.
The Buyer opened a case with Ebay, it was closed in my favour within 24 hours.
I contacted Ebay on 08/09/26 to confirm this and request the funds released.
Considering the buyer could not return the item and could not find fault with it as it was apparently not in their possession.
After being transferred to a 'specialist' agent they confirmed the case was closed, and said yes, the funds will be released within 3-5 business days, rather than the full 31.
Two days later, my app still showed a 31 day wait for funds to be released. I contacted Ebay again and queried this, to be told
"As I have mentioned the agent does not had the proper training or educate knowledge to process it. I am from the funds department. In this case, this particular hold can not be released. The fund will get released by the end of 6th October."
despite giving them an SR number and excerpts of the chat transcript that Ebay themselves emailed me -
04:11:04 UTC Abin
Aaron, here as per the policy if the tracking confirms valid delivery to the buyers location the case will be closed in sellers favor and yes in our scenario there is valid proof that is the reason why the case was closed in your favor.
04:12:06 UTC Abin
You funds will be released within 3-5 business days from the case closure date.
04:12:20 UTC thatthin21
ok, thats great, thank you
I am deeply disturbed by this situation, Ebay have taken zero accountability to reach a reasonable conclusion and I shall not be using them again.
sml192
·3 weeks ago · EditedSounds like the customer service agent you spoke to originally was just reading from a script (which is pretty much standard procedure when speaking to a front line agent) and wasn't aware of the additional 31 day hold that was in place.