Hi all, looking for some help as I’m getting nowhere with support.

I sold a Pokémon TCG bundle (ETB + 5 tins), and the buyer opened a “not as described” case 7 days after delivery.

The issue:

• Case was automatically closed in the buyer’s favour within minutes

• No manual review took place

• Buyer was refunded in full and has kept the item

My listing:

• Clearly states: 1 Ascended Heroes ETB + 5 mini tins

• Does NOT state the tins are part of the Ascended Heroes set

• Photos show exactly what was included

So the buyer’s claim is based on assumption, not the actual description.

I submitted an appeal, but:

• It has never been reviewed

• I keep being told my account is “restricted/suspended” (despite being able to sell normally)

• This “restriction” is being used to block my appeal

What’s making this more confusing is:

• I’ve had multiple replies from different support agents

• Some say my account is restricted

• One agent explicitly confirmed the others were incorrect and that my account is active and not restricted

So I’m getting completely contradictory information, and my appeal is still not being processed.

Case details:

• Order: 14-14339-91714

• Case ID: 5376170936

• Return ID: 5315127514

At this point:

• Buyer has item + refund

• Appeal is blocked by incorrect info

• Support responses are inconsistent

Has anyone experienced this before or managed to get a proper manual review in a situation like this?

Any advice on getting this escalated properly would be appreciated.