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Misinfomred by eBay Support Case closed in my favor, then hit with unauthorized $359 clawback weeks later
Summary: wu-shawn detailed an issue with eBay customer support after selling a Lego Star Wars set. Despite following eBay instructions not to refund the buyer due to a lost package, wu-shawn was assured by eBay that the case would be resolved without cost. However, they later faced an unexpected $359 withdrawal from their account. wu-shawn is seeking a review and a refund, emphasizing the contradictory advice and case handling by eBay. eastlaneave sympathizes, advising self-refund in future cases and suggests using eBay's social media for better support.
Subject: Misinformed by eBay support, case closed in my favor, then hit with an unauthorized $359 clawback weeks later
I am posting this to detail a severe issue I am having with eBay customer support regarding lost transit and misleading case resolutions.
On May 28th, I sold a Lego Star Wars set for $359. After shipping and eBay fees, my net payout was $281. I dropped off the package the next day using an eBay-purchased UPS label.
By mid-June, the package was delayed. I reached out to the buyer immediately to offer a refund, but I called eBay first to check policy. eBay support specifically instructed me NOT to refund the buyer yet and to let UPS run an investigation. UPS ultimately confirmed the package was lost. Because I hadn’t purchased extra insurance, UPS sent the basic $100 payout.
I called eBay again, submitted proof from UPS, and offered to transfer the $100 payout toward resolving the case. eBay told me to do nothing. They stated that because I purchased the label through eBay, the case would be handled under seller protection, the buyer would be refunded by eBay, and I would not owe anything. On July 13th, I received formal confirmation: the case was officially closed in my favor, no appeals were pending, and my balance was $0.
Then on August 4th, eBay unexpectedly debited $359 directly from my account without warning.
When I called at 1:30 AM, a representative assured me it was an error, escalated it, and said I would be refunded. 15 minutes later, I got an automated email stating my appeal was denied.
To make matters worse:
I only ever received $281, yet eBay debited the full $359 sales price—effectively charging me twice for fees and shipping on a lost item.
When I brought this up, customer service told me I didn't get fee credits because I "didn't refund the buyer voluntarily"—the exact action eBay representatives repeatedly told me not to take.
I was fully transparent from day one, offered immediate solutions, and followed eBay’s explicit instructions step-by-step. Being penalized after receiving written confirmation that the case was closed in my favor is unacceptable. I am demanding a supervisor review to correct this charge immediately.
Subsequent Appeals: When I called customer support at 1:30 AM on August 4, the representative assured me the funds would be returned and escalated the issue. However, 15 minutes later, I received an automated notice stating my appeal was denied.
Core Issues to Resolve:
Unjust Double Deduction of Fees: The original payout was $281.00 after eBay deducted $78.00 in selling fees and shipping charges. Debiting $359.00 from my account forces me to cover fees for a transaction eBay originally ruled closed. When I questioned this, support claimed I forfeited fee credits because I did not "voluntarily" refund the buyer—ignoring that eBay representatives explicitly instructed me not to refund voluntarily while the investigation was active.
Breach of Official Case Outcome: eBay formally communicated in writing that the case was closed in my favor with zero financial liability. Reopening the case weeks later and clawing back funds without prior warning directly contradicts written commitments made by your support team.
Misleading Support Instructions: I acted in good faith at every stage. I offered immediate buyer resolution and full transparency regarding the carrier's error, only to be repeatedly instructed by eBay staff to hold off. Penallizing a seller for following official eBay support instructions is unacceptable.
While I accept that UPS lost the package, I operated entirely within eBay’s directives. I request a full re-examination of this case, a refund of the $359.00 clawback (or at minimum, a adjustment reflecting the actual net payout and fee credits), and an escalation to a senior customer supervisor.
Thank you for your prompt attention to this matter. I look forward to your swift response.
Sincerely,
Shawn
wu-shawn
OP3 weeks agoAnd I am very curious as to why this post was removed?
eastlaneave
Mentor3 weeks ago@wu-shawn
I'm sorry that happened.
It sounds like you got bad advice from customer service.
1) Never let eBay force a refund, you need to refund the buyer yourself. When you resolve the case with a refund
You eBay funds are refunded
You avoid a defect on your account
2) When an item is lost or damaged in shipment, it's your responsibility to refund the buyer, and file for insurance
I understand the customer service reps gave you bad advice. terrible advice in fact.
When you have questions in the future, I encourage you to check in with your fellow sellers here on the eBay Community
Customer Service doesn't monitor this board. Try eBay's social media-based customer service to get assistance
- https://www.instagram.com/ebay/
Just sent a private message to the page explaining what happened.
You'll get a message to authenticate yourself, then wait for the reply
The team works 6am-6pm PST, Monday-Friday.