Package delivered, buyer refunded. 100% useless customer service.

Locked

Discussion interactions are currently paused.

Summary: duc-3831 shared a frustrating experience with the customer service of an online selling platform. Despite having shipped a package on time and having a history of good ratings, a buyer received a refund even though the package was marked as delivered. The seller is unable to obtain the proof of delivery needed to dispute the refund, being sent back and forth between the platform and the carrier. lingma85 advised contacting FEVAD for assistance.

Hello,

Unable to get any response from eBay's miserable "customer service," despite the 11% commission paid on every sale, I thought I’d post here.

I have a seller account that has been spotless so far, all my parcels are sent on time and I only have good feedback.

On 04/06/2026, a buyer places an order for two items for a total of €611. The parcel is shipped the next day.

After a delay by the carrier Mondial Relay, the parcel is finally delivered to the buyer on 26/06/2026 according to tracking.

Although marked as delivered, the buyer opens a dispute for non-receipt of the parcel. Ebay refunds the buyer in full with my funds without giving me the chance to contest it, even though my account was in away mode.

When I got back, I noticed what had happened and contacted customer service to challenge this decision.

Ebay asks me for proof of delivery to the buyer's address. I then contact Mondial Relay customer service, who refuses to provide it because the label was purchased through eBay's shipping platform. Mondial Relay tells me to make the request to eBay, who will forward it to Mondial Relay. Since then, nothing has moved: eBay customer service is turning a deaf ear and keeps repeating the same stupid, irrelevant answers to avoid compensating me. It is impossible to get the proof of delivery they are asking me for from them. And on top of that, I keep getting bounced between customer service France and the USA, even though my account is on ebay.fr.

I have done nothing wrong and I can't get my rights enforced. I am literally being ripped off by eBay, which is complicit with a dishonest buyer and incapable of providing after-sales support for its own shipping platform. I want to go further and report these practices; what authority should I contact to get a serious response?

Thank you.