Returned items delivered to seller after eBay instructions, but no refund | Returns

racepz · 2026-05-20T09:01:34.367000Z

Hi everyone,I’m hoping someone here can advise me on what department or escalation route at eBay I should try next.I had a high-value order on eBay. I tried to cancel shortly after ordering (within an hour), but the seller rejected the cancellation and shipped the package anyway.Before delivery, I contacted eBay support for advice because the package was coming from the US to the Netherlands and import VAT had to be paid. I was advised by eBay support to accept the package, pay the VAT, and then open a return request, even though the seller did not accept returns.I followed that advice. After receiving the package, I opened a return request, but the seller rejected it. I later opened a PayPal case, but PayPal denied it because they considered it not covered under buyer protection.After that, I contacted eBay again. eBay instructed me to return the items manually and provided me with a return address. I followed those instructions and returned the package through DHL Express.The return package was delivered and signed for by the seller.Now the seller has the returned items, I do not have the items, and I still have not received any refund.eBay support now keeps telling me they cannot help because a PayPal case was opened, and that I need to contact PayPal. PayPal says they cannot help because the case is not covered under their buyer protection and that eBay gave the return instructions.My main question is: why was I instructed by eBay to manually return the items and given a return address if eBay would later say they cannot assist at all because of the PayPal case?I have proof of the return instructions, the return address provided by eBay, DHL delivery/signature, PayPal’s response, and eBay’s final response.Does anyone know if there is a higher-level eBay team, executive complaints route, or another escalation channel for situations where eBay support gave return instructions outside the normal return flow?Any practical advice would be appreciated.

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Returned items delivered to seller after eBay instructions, but no refund | Returns | eBay Community