Hi everyone,

I’m an Australian seller dealing with a high-value international transaction and was wondering if anyone has experienced something similar.

The buyer received the parcel but claimed that one item (out of 3) from the shipment was missing. I provided eBay with tracking, delivery/signature confirmation, the buyer’s messages confirming receipt, and I have also got packing evidence showing the item was included when it was packed.

Despite this, eBay initially decided in favour of the buyer. I then appealed and received written confirmation that my appeal had been successful and that no further action was required.

However, I have now received another notification saying that the appeal was unsuccessful and the original decision will stand.

Has anyone experienced an appeal being confirmed as successful and then subsequently reversed without any sort of explanations or communication?

Also, does anyone know whether there is a particular senior/high-value seller team in Australia that these cases can be escalated to?

I’m mainly trying to understand whether this is something others have encountered and what the appropriate escalation process is.

Thanks in advance for any advice.