topic Need help with ebay escalation matrix in Selling

Need help with ebay escalation matrix

sydney_computer_parts — Sun, 17 May 2026 04:15:45 GMT

I need help as I have been robbed of AU $2,176.60 by ebay which includes net payment of AU $1,872.23 which was paid for sale of my goods, ebay fees of AU $282.37 as selling fees & $22 charged by ebay as dispute handling fees.

Basically I sold an item (order no 19-14089-63506) on 15JAN26 which was delivered on 19JAN26 as per Australia Post & ebay tracking & I received my funds however buyer opened an item not received case with their payment institute on 19MAR26. I received an email from ebay asking to provide a response & I uploaded tracking details from both ebay & Australia Post website but somehow ebay system didn't send it through & on 20APR26, I recived an email from ebay saying the dispute has been settled in buyer's favour & they deducted the amount from my funds.

I immidiately contacted ebay customer support & spent more than an hour & they said that I should contact Australia Post for proff of delivery & dispute the outcome within 30 days. This is in line with the dispute outcome email that I received from ebay but I wasn't happy & I asked to speak to the Manager. i was told that the manager is not availble & will contact me within 24 to 48 hours.

Nothing happened for a week with no contact from ebay manager but in the mean time, I contacted Australia Post who confirmed delivery & told me that they only keep the records for 60 days hence the tracking is not showing now but I can use the transcript of my conversation with Australia Post as proof of delivery.

So I again contacted ebay support & was told they can't do anything as dispute was with the payment institute & not with ebay. I again asked for the manager & got the same response back, Manager will contact me with 24 to 48 hours.

Nothing happened for another week so I contacted ebay support again & this time spoke to an agent who again said same things but when I insisted that I want to dispute the case item, she (Eirene) raised a dispute and gave me reference 10504998283368. I was told that someone from the payment institute will contact me regarding the dispute within 48 hours but again nothing happened.

Next week, I get an email from a manager named Hardik saying they can't do anything but I should contact the buyer as they have received the item & ask them to pay me directly. Yes, I laughed at it when I read his email but politely sent him a long email teling him that someone who has raised a dispute is not going to return my money & why ebay seller protection has not protected me.

I have sent sevaral reminders after that but no response from hardik or any other person from ebay. Looks like they are only intrested in charging us fees. here they have not only robbed me of the item cost ($1872.33) but have also chrged me more than $300 as selling & dispute handling fees which is a shame.

Any guidance on how to escalate with ebay would be appreciated & if any ebay staff is reading these forums & are willing to help, they can contact me directly.

Best Regards

Re: Need help with ebay escalation matrix

gutterpunkz05 — Sun, 17 May 2026 05:14:55 GMT

Hi there, was the item shipped on time with signature required, and did you respond to the chargeback with proof of delivery within the specified timeframe (5 days I think).

The dispute is determined by the buyers payment institution, not ebay.

No idea why seller protection would not apply, if you have met all your obligations to ebay.

Re: Need help with ebay escalation matrix

domino-710 — Sun, 17 May 2026 05:15:37 GMT

You have the name and address of the buyer.

Why not open a Police Report - you have the delivery evidence from AP - you have proof of the refund given - it's all there.

Re: Need help with ebay escalation matrix

*casey* — Sun, 17 May 2026 05:27:46 GMT

I'm sorry this has happened to you.

eBay's more experienced staff used to be on their Facebook and X social media sites but they closed them down and all that's left is their Instagram page.

It's worth a try contacting them , you have nothing to lose, and they 'may' be able to help you.

https://www.instagram.com/ebayforsellers/

However, I recommend you make a Police & Cybercrime report as you have all the proof.

You'll be given reference / report numbers

Then I recommend you notify the buyer formally, by letter, letting them know that you've filed the reports.

Re: Need help with ebay escalation matrix

love_of_cars — Mon, 18 May 2026 07:29:13 GMT

This is awful, I'm sorry to see what has happened and how poorly eBay and other customer service / managers have handled getting back to you about your queries.

There was something you said:

> I uploaded tracking details from both ebay & Australia Post website but somehow eBay system didn't send it through

This could be why you you didn't receive seller protection, despite there being some kind of technical error by the sound of it.

The only thing I can suggest at this stage is to go back to eBay and ask them about the seller protection again. Tell them you did everything required of you and insist they check off each item needed one by one. And tell them you can provide everything directly to them if required, as I've been given a direct email address in the past (many years ago) to send evidence.

Re: Need help with ebay escalation matrix

dee2228 — Mon, 18 May 2026 10:34:26 GMT

Now I remember why I stopped selling on ebay ages ago.

I was a seller since 1999, for many years then had a very similar experience to you.

I sold a diamond ring for $2,200, full tracking and signature on delivery.

Buyer disputed receipt of item as it had been delivery to the address they gave which was a Kennards type storage centre. Staff signed for item and placed it in the buyers storage unit.

I lost the diamond ring, payment, out for what I originally paid $50 insured post and insult to injury they still charged me fees.

Froze my paypal account for 4 months.

No no no, not ever free selling will get me sucked. Too risky.

I wish you luck