Nightmare Trying To Get A Refund
Summary: dtshoe shared their frustration about not receiving a refund for a damaged item purchased on eBay, despite eBay ruling in their favor and providing a return label. They expressed difficulty in contacting a human representative for assistance. Other participants suggested reviewing the case details and requesting further eBay intervention, but dtshoe found these suggestions unhelpful as they believe they've exhausted available options and still need direct customer service interaction. Another suggestion was made to consider contacting their bank or PayPal as an alternative solution.
I purchased an expensive item on eBay on June 2, 2026.
It arrived on June 10, 2026 and was damaged.
I began the return request process on June 11, 2026.
I got nowhere with the seller, so I asked eBay to step in and open a case.
I received an email from the eBay on June 25, 2026, stating: "We have reviewed this case and decided in your favor".
I received another email from the eBay Customer Service High Value Claims team on June 25, 2026, stating: "I have reviewed the claim details and see that you opened a return request, but the seller has not yet accepted the return. We'll send you a label so you can return the item to the seller for a refund You will need to print the label and post the item back to the seller within 7 business days. Once the seller has the item back, you should receive your refund within 2 business days".
The item was shipped on June 29, 2026 and was delivered to the seller on July 3, 2026.
It has been over 10 days and I have not received the refund.
I have received no communications whatsoever from eBay nor from the seller.
I have been trying for days to contact a human being at eBay, to no avail.
When I call on the phone, the AI ends up saying: "Sorry, I'm not able to connect you with an agent at this time" over and over.
When I use the chat, the AI ends up saying: "Something is wrong, Here's what I found...." over and over.
But the AI didn't tell me anything found.
According to eBay, chat and phone are the only two ways to speak with an agent
Both of these methods are utterly useless.
It seems as if eBay has made it impossible to speak with a Customer Service agent.
One of their emails included this: "I appreciate your time and understanding, and we look forward to getting this resolved for you soon".
What do I have to do to get this matter resolved!
dtshoe
OPJul 15, 2026 at 6:42 AMOK, yes I opened the case and asked eBay to step in because I wasn't getting anywhere with the seller.
Inside the case, there was an option to ask eBay to step in, I used it and they decided in my favor.
eBay decided the case in my favor and provided a shipping label to return the item to the seller.
eBay is aware of the date the item was shipped back to the seller and when it arrived.
They know the item was received by the seller, so they should issue the refund but they have not.
I have followed all of the steps in the process, there is nothing more I can do online.
Now, inside the case, there is no option for 'I have not received the refund'.
christworks
·Jul 15, 2026 at 7:16 AM@dtshoe When you go the help page and click on the chat, type in "Agent" without the quotes. You may have to answer a few questions, but you should get an option for eBay to call you, chat to an agent, or call eBay, or perhaps all three. Agents are not available 24/7, so if you don't get one of those options, you'll need to try again later.
If you called eBay through a number you found online or an old number you may have had, that number was not valid. The only way to call eBay is by selecting that option through the prompt in the chat.
needlepoin-99
·Jul 15, 2026 at 2:52 AMWell, your last line of defense is your bank or Paypal then your bank.
ryry-jj
·Jul 15, 2026 at 1:43 AMebay is automated, you should be opening cases within the sold item and asking eBay to step in for help within the case itself. Not sure how you contacted eBay to "open the case for you" or if contacting CS will do anything for you beside directing you back to your case to click for eBay to step in to refund.
Doing it all via CS, no clue how well that will go from start to finish since eBay is not set up to operate that way in 2026
annadryl
·Jul 14, 2026 at 10:26 PM · EditedYou should be able to open the case details and close it from there as delivered. No need to talk to anybody, either seller or CS. The info is in the system.
dtshoe
OPJul 15, 2026 at 12:37 AMSorry annadryl, I find your comments irrelevant and unhelpful.
eBay seems to be withholding my refund without notification or explanation.
Why would I want to close the case?
Do you really think doing so would expedite the refund?
If I were to close the case, I would be forfeiting the refund.
How can you possibly think this could be resolved without speaking with customer service?
kibble-net
·Jul 15, 2026 at 12:39 AMInside the case there is an option to ask ebay to step in.
If you do that, you will be refunded.
Sorry if you don't find this helpful or relevant.
annadryl
·Jul 15, 2026 at 2:34 AM · EditedYou opened the case, the item was delivered, follow through with it. No need to talk to some one.
thief_in_the_night_100_rating_seller
·Jul 16, 2026 at 4:36 AMI dont understand why some users dont have "ebay agent" Next to their name.