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Sale scam and customer account deletion = loss of eBay warranty
Summary: jo-240538 explains that their eBay account, used for more than 20 years, was suspended without explanation while they were waiting for an order that was never received. This suspended account also canceled their customer guarantee, making it impossible to communicate with eBay to resolve the problem. lingma85 suggests looking into legal remedies, such as a claim through PayPal or a bank chargeback. jo-240538 expresses frustration with the situation and the limitations of the guarantee. francexpressdeal reinforces the advice given by lingma85, noting that eBay will probably not respond to jo-240538's requests.
Hello,
My long-standing account (more than 20 years old) was suspended for a reason I don't know and that eBay won't justify for security reasons, even though I had an ongoing purchase.
As I suspected, I never received my order despite my exchanges with customer service.
It is clearly a sales scam, and eBay suspending my account caused the eBay Customer Guarantee to be canceled (which I find very convenient in this context to avoid reimbursing customers).
Customer service tells me to contact the seller, who has vanished. I'm going in circles and running into the site's structure just to get an email address where I could send my proof of purchase, the communications, proof of payment, etc.
in summary:
purchase of a product covered by the eBay Customer Guarantee
ban of my account without explanation
the ban leads to the loss of the Customer Guarantee and major difficulties communicating (without an account...)
customer service sends me back to the seller who disappeared and so on every time I call customer service.
can you help me?
lingma85
Mentor1 month agoHello @jo-240538
Since you no longer have access to your account... the legal options left to recover your funds are because you haven't received your purchase and you've lost track of the seller--->
file a claim with PayPal if you paid that way...
possibly see about a chargeback with your bank or credit card for fraud...
Best regards
.
jo-240538
OPSep 14, 2026 at 10:33 AMThank you Lingma85.
As for my bank, I would have to file a complaint for fraudulent payment. Before I get to that point, I want eBay to keep its commitments because I bought a product that benefits from the eBay customer guarantee.
Unless this guarantee has no real value?
lingma85
MentorSep 14, 2026 at 12:52 PMhello again
Read the explanatory content of this famous "customer guarantee" carefully... and you'll act with full knowledge of the facts.
eBay Customer Guarantee Policy | eBay
You'll see that it's only the possibility of having tools to resolve certain problems and that... during the 30 days following the expected delivery date...
Stop autosuggesting things to yourself and act in your own best interests.
Regards
.
jo-240538
OP3 weeks agoOnce again, thank you for your reply, whose passive-aggressive tone leaves me baffled. Did I offend you? The famous tools to resolve problems during the 30 days following the scheduled delivery date never existed, since eBay suspended my account before the delivery period even ended. The order was placed and paid for on July 13, 2026. Delivery was announced between July 22 and July 29, 2026. Yet my account was suspended as of July 22, even though the delivery period had only just begun, depriving me of all the remedies associated with my account (which I had used for more than 20 years without ever having a problem).
This is factual; there is no self-suggestion.
All the more so since the order confirmation sent to me by eBay explicitly stated: “If you do not receive your order, you will receive a refund.”
On your advice and now acting solely in my own interest, I ask you not to reply to me, since apart from your comments, you have nothing to help me with.
Regards,
francexpressdeal
Mentor3 weeks agoHello @jo-240538
you say: "As far as my bank is concerned, I would have to file a complaint for fraudulent payment. Before it comes to that, I want eBay to keep its commitments (...)"
Everything has already been told and explained to you by @lingma85 . There is no other answer to give you given your "explanations".
eBay will never take your request into account for obvious reasons, so act accordingly.
lingma85
Mentor3 weeks ago · Editedthe Mass is ended...
.