I sold a brand new iPhone 15 Pro Max 1TB Black Titanium on eBay. The buyer opened a return and claimed to have sent the phone back via Royal Mail. Tracking shows the parcel was “delivered” to my address.
However, I never received the item.
Here’s what I know:
I have CCTV footage from the time of the supposed delivery — the return parcel was not delivered. I received two other packages that day, both clearly visible in the footage. The iPhone return is not among them. There is no proof-of-delivery photo from Royal Mail, which is normally provided for tracked deliveries. I’m planning to speak directly with the local postal worker to confirm whether the parcel was ever in their possession.
Despite raising these points with eBay, I’ve received conflicting responses:
Some reps say the buyer has already been refunded and the case is closed. Others say I still need to refund the buyer, even though I never got the phone back.
Right now, I’m left with neither the item nor the money, and eBay seems unwilling to consider the clear evidence I’ve provided.
Has anyone been through something similar?
What are my options when tracking says “delivered” but the item never actually arrived?
