Item refunded without my consent

[exemplary3001]

Any help on this issue would be greatly appreciated.

I sold an item on the 12th March 2025, it was sent through the global shipping program and arrived at the hub on the 16th of March, 3 weeks later there was still no update on tracking and the buyer messaged me to provide any update if I had one.

Unable to get any information other than that it had arrived at the hub, we both presumed the item was lost so I advised the buyer to raise a claim and he would be able to get a refund, and I’ll be covered under eBay protection as I had fulfilled my end of the sale and the item made it to the shipping hub. I received an email asking me to resolve the dispute by the 8th of April, when trying multiple times to find the option for eBay to step in, I was unsuccessful. I eventually clicked a ‘resolve now’ button thinking this might take me to the next step where I can escalate the issue, but instead it automatically refunded the buyer without me having to confirm if I was even happy to proceed with a refund.

Now customer support is telling me the case is closed and there’s nothing I can do, not only has my item been lost but I’ve also been made to issue a refund without my consent, when eBay is supposed to handle my parcel once it reaches the shipping hub. 

Has anyone had a similar issue?

[dantwocats]

once a item gets to the global shipping program they are responsible for it , and they should pay for the loss , customer support should sort this out ? not good ,

[exemplary3001]

Hi, thanks for your reply.

And yes, that's what I thought also, however I have multiple responses from eBay saying they are taking 0 responsibility for thos case and that they will not change the decision. Very disappointed to say the least.

[themattieminx]

The same happened to me about 2 years ago. It reached the hub so like you, I advised the buyer to raise and then escalate a claim as eBay would pay out. The exact opposite happened and I was deemed responsible.  I telephoned them and seem to remember I ended up speaking with someone in the buyer's home country who ended up overturning the decision and eBay then paid out. I pointed out the tracking clearly showed it had been delivered and the photo showed multiple parcels being delivered in one cage by Royal Mail. I think you have to get a rep from the buyer's home country to overturn it but this may not be the case anymore.