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How to escalate payout hold when requested purchase receipt does not exist?
Hi all — I’m looking for advice on escalating a payout hold that hasn’t been resolved through Customer Service.
Support keeps telling me: “You need to share the proof of purchase of the item that you have sold.â€
However, the purchase receipt does not exist — the item was a personal collectible received as a gift many years ago.
The item was authenticated by Upper Deck with an official hologram, clearly disclosed in the listing. It was delivered successfully and there is no buyer dispute.
I’ve contacted support 7–8 times and keep receiving the same scripted response.
Questions:
What’s the best way to get a manual or senior-level review?
Has anyone resolved a similar case where no receipt existed?
Are trustandsafety@ebay. com or executiveoffice@ebay. com valid escalation channels?
Any practical advice would be appreciated. Thanks.
mr_lincoln
Mentor9 months agoHi @amar_3159
You opened this account in September last year and the only thing that you have sold is the $ 10,999 item. This type of activity triggers eBay to put the money on hold and in this case ask for the receipt for the item. While we may understand your situation eBay is obviously less sympathetic.
It does not sound like you have been suspended or restricted unless you cannot create a listing for something to sell. You might want to try that and see what happens. eBay also wants to make sure that a refund does not happen, thus the payment hold for 30 days. They may also want to make sure a charge back or dispute is not filed with the Buyer's account which they could lose and would have to give the Buyer the money back. PayPal allows 180 days to file a claim, credit cards have time limits too and those can vary from card to card.
Even if you were to supply them with a receipt it is possible you would not see the funds for a long time. In the event they never pay you because you cannot produce the original receipt then you would have to purse getting the money via the escheatment process with your state.
If you can reach out to Trust and Safety via Social Media that might be a place to start.
-Contacting eBay via Social Media:
Contact customer service by sending a PRIVATE message on social media. Customer service verifies your identity before responding.
6 AM to 6 PM PST
https://x.com/askebay
https://www.facebook.com/ebay
https://www.instagram.com/ebayforsellers/
I would be livid for not getting paid, that was a nice sale. I am really and truly sorry you are going through this.