eBay

alexfox128 · ‎28-07-2025

Hi

Hoping someone can help although I really can't believe there is no way to speak to eBay direct about an issue with the complexity I'm about to outline! I'm having a bit of an eBay nightmare at the moment (compounded by shipping companies!).

My problem relates to two items. Item One sold for £595, shipped without problem, was received without problem. Positive feedback. Funds should have been in my account today.

Item Two sold for £360 + £9.99 shipping. I couldn't use Simple Shipping as the box was too big. I bought a shipping label from UPS, which ended up costing £19.50. The buyer contacted me a few hours later to say he'd changed his mind, could he cancel the order. He was apologetic and offered to cover the shipping costs I'd incurred. As I'd already paid for shipping, and because UPS told me they couldn't void the shipment, I thought the fairest way to do it was to issue a partial refund, so I refunded the £360+£9.99 minus £19.50 for the shipping costs I'd incurred.

But now, Item Two seems to be stuck in some kind of eBay purgatory waiting for delivery that's never going to happen. That means the £595 I should have received for Item One today, is, in fact £231.80. I don't know how to contact eBay to tell them that the refund for Item Two shouldn't have been taken from my eBay funds, it should have been taken from the buyer's payment. Now, it looks as though the buyer's original payment will never reach me because the payment to me is linked to the shipment's arrival. Item Two has now been re-listed. The result is that my eBay funds (and, by default me) are £350 down.

Not sure I've explained this properly, but eBay appear to offset my sales from Item One with the refund from Item Two.

I desperately need to reach out to ANYONE from eBay who knows how I can resolve this.

Can anyone help me please!!

Thanks

tressygirl · ‎29-07-2025

When contacting eBay I do recommend doing so very first thing in the morning when the lines first open at 8 a.m. on weekdays, and 9 a.m. on weekends, as there's more chance of Dublin answering. Hope they can sort this out for you!

This is the easiest and quickest way to contact eBay Customer Services, for a Call Back option.

https://www.ebay.co.uk/help/eua?id=5275&mkevt=1&mkpid

Lines open 8 a.m. - 10 p.m. on weekdays

9 a.m. - 6 p.m. on weekends.

Automated agents will be available on chat outside of the above hours.

I recommend contacting CS first thing in the morning as there's more chance of Dublin answering.

Lines open 8 a.m. - 10 p.m. on weekdays

9 a.m. - 6 p.m. on weekends.

Automated agents will be available on chat outside of the above hours.

As said I recommend contacting CS first thing in the morning as there's more chance of Dublin answering.

@alexfox128