topic Re: 20+ Year Seller – Incorrect Advice From eBay Support Led to Refund and No Follow-Up in Selling

20+ Year Seller – Incorrect Advice From eBay Support Led to Refund and No Follow-Up

thebargainhunterx2 — Fri, 06 Mar 2026 07:33:22 GMT

Hi everyone,

I’m hoping someone from eBay or the community might be able to point me in the right direction.

I recently had a return case involving a PlayStation. When the case was opened, I contacted eBay support by phone to make sure I handled it correctly. I followed the exact instructions given to me by the eBay representative. Unfortunately, those instructions turned out to be incorrect and resulted in the system issuing a refund to the buyer.

To make matters worse, the buyer returned the item in a box that was far too large with insufficient protection, and the PlayStation was damaged during return shipping.

During my calls with eBay support, I was told multiple times that a supervisor would contact me within 24–48 hours. However, it has now been over a month (more than 720 hours) and I still have not received any call or follow-up.

Since then, I have submitted more than 10 requests asking to be contacted by a supervisor so the situation can be properly reviewed, but I have not received any response.

I run a fairly large store and have been selling on eBay for over 20 years, so it’s extremely disappointing not being able to speak with someone about this, especially when I followed the guidance provided by eBay support.

Has anyone else experienced something similar, or does anyone know the best way to escalate something like this with eBay?

Thanks in advance,
Adam

Re: 20+ Year Seller – Incorrect Advice From eBay Support Led to Refund and No Follow-Up

twyngwyn — Fri, 06 Mar 2026 08:17:43 GMT

Contact eBay via Facebook??

Re: 20+ Year Seller – Incorrect Advice From eBay Support Led to Refund and No Follow-Up

sandypebbles — Fri, 06 Mar 2026 22:26:57 GMT

eBay very read the member to member forum so unlikely they will see this

There is no special treatment for how long a person has been a member, everyone who contacts eBay will be given answers from the same script as everyone else (the pre written script which is where the 24-48 hours come from, and what everyone who contacts them will be told

They don't care how long someone has been a seller or how much they sold, it just simply does not matter to them at all

The important question is, did what the eBay cs person tell you from their script match the eBay policy re return items?

Was it a change of mind return on the part of the buyer, or did the open a dispute for not as described?

Have you tried the eBay Help option, type speak to an agent in the chat bot and then from there request a supervisor?

But a better option is as twyn suggested and contact via Facebook if you can