Hi everyone,

I’m looking for advice on how to get a human at eBay to review my "Item Not Received" case. I have clear evidence of a misdelivery, but the automated system has closed the case and two escalations in the seller's favor because the tracking says "Delivered."

The Situation:

• Order Address: My address is No. 15.

• Delivery Location: The courier delivered the item to the communal doorway of Flats 61-72.

• Evidence: I have a Proof of Delivery (POD) photo clearly showing the door for Flats 61-72, which looks nothing like my property.

• Courier Admission: I have written confirmation from the courier admitting the item was misdelivered and advising me to contact the seller for a refund.

The Problem: I have provided the courier’s admission and the photo evidence in my case, but it appears the system is only looking at the "Delivered" scan and the postcode. Under the Consumer Rights Act 2015 (and eBay’s own MBG), the seller is responsible for the item until it reaches the buyer’s physical possession at the address provided. Delivery to a communal area for a different set of house numbers does not meet this requirement.

The seller is refusing to help because eBay closed the case in their favor.

Has anyone successfully overturned a case like this? Is there a specific way to bypass the automated bot and get an agent to actually look at the POD photo vs. my address?

Any advice on how to escalate this to the high-level appeals team would be appreciated as the highest I have got to so far is Offine SR team, which 2 people have already dismissed the case.