I need urgent advice | Seller Central

litvin.a-55 · 2026-06-10T23:53:22.358000Z

[ 11 июня 2026 г. 00:52 ] ⁨Andrey⁩: Hello,I am asking for help because this situation makes no sense to me.About two weeks ago I sold my iPhone 17 Pro Max on eBay. The buyer's account was created on the same day as the purchase (12/05/2026). The delivery address was a Nisa Local store, the buyer provided only a nickname instead of a full name, and the phone number was inactive and not registered on any messaging service.Before shipping the phone, I contacted eBay support because I was concerned about the transaction. I was specifically told that it was safe to proceed and that I was protected as a seller. I took photos and videos of the phone and shipped it with Royal Mail. The parcel weight was recorded as 430 grams.About a week after delivery, the buyer opened a claim stating that the item received was not the phone I sent. eBay informed me that they could see the account was new and that there were concerns about it, but I was still instructed to accept the return. I explained that I believed I would not receive my phone back, but eBay assured me that I was protected.After accepting the return, I received an automatic notification stating that the return had been delivered. However, Royal Mail delivered only a letter through my letterbox. I have video footage showing the delivery. It is physically impossible for an iPhone package to fit through my letterbox. The envelope had a different address printed on it, while my address had been added by hand. Inside was only a piece of paper.I reported all of this to eBay and provided the details. A few days later, eBay closed the case in the buyer's favour, leaving me without both my phone and my money.Today I received another email from eBay stating that the buyer's account had been removed from eBay due to issues with the account and that all open transactions had been cancelled. I was shocked to receive this message after my case had already been decided against me.Now when I try to appeal, I receive the message:"This case can't be appealed. This case is closed and can't be appealed."How is this possible? eBay has acknowledged problems with the buyer's account, the buyer is no longer registered on eBay, I have evidence that no phone was returned, and yet I have lost both the item and the payment.I would like this case to be reviewed by a senior team member and investigated thoroughly

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