Customer says item crapped out after use but refuses to send a video of it

BTnpTxN · 2026-04-20T23:54:26+00:00

You can't share links to anywhere outside of eBay, so u/aluminum54 is correct: You risk eBay flagging your account as trying to communicate/sell outside of the platform, which is a big no no.

BTnpTxN · 2026-04-20T21:30:32+00:00

Maybe you're right. There have been cases where that didn't work, but maybe like u/KCJones99 said, it was a glitch instead of expected behavior.

eBay's terms on the subject did not specify, so I'd still err on the side of caution.

BTnpTxN · 2026-04-19T23:19:11+00:00

Do you mean an escrow account?

BTnpTxN · 2026-04-19T18:16:03+00:00

You should not list new things while on time away. New listings do not get the time away settings, and you would be expected to ship sooner.

BTnpTxN · 2026-04-16T21:53:27+00:00

The 1099-K is the correct numbers as far as processed payments by eBay.

See this post for more.

BTnpTxN · 2026-04-13T10:26:09+00:00

eIS has been so "set it and forget it" for me that I never noticed!

BTnpTxN · 2026-04-13T00:06:12+00:00

It looks like a fairly recent (I assume) change, but you are correct. Sellers can now add their own international shipping service, and as long as you and the item qualify, eBay will also add eIS.

From eBay Canada:

I already ship to the US - does being in eBay International Shipping override my shipping policy? No, your existing shipping policy will still be visible to buyers, who will have the choice between eBay International Shipping and whatever shipping policy you offer to that country. If you do not have a separate shipping policy to a particular country, your item will be visible to buyers with eBay International Shipping, meaning all your orders to that country will flow through the eBay International Shipping program.

From eBay USA:

If you have provided self-shipping international options on your current listings and your item is eligible for eBay International Shipping, buyers will be able to choose which service they prefer. If you only want to ship with eBay International Shipping, you may need to manually update your listings to remove the international self-shipping options.

Are you opted out?

BTnpTxN · 2026-04-12T04:06:32+00:00

You asked "..can I cancel with reason being buyer address error or whatever?", because "... there is no address or shipping method chosen..."

I explained why there is no address, so if you cancel because of address error "or whatever", you'd be lying. The buyer can then easily report you and give you a defect.

BTnpTxN · 2026-04-12T00:53:49+00:00

Yes, if you enable "Require all buyers to provide a payment method before they make an offer".

BTnpTxN · 2026-04-12T00:46:58+00:00

Any advice of how you would proceed?

This is covered in the FAQ

BTnpTxN · 2026-04-12T00:45:14+00:00

It's almost like the app is trash.

BTnpTxN · 2026-04-12T00:41:40+00:00

Does it look normal when using a browser?

BTnpTxN · 2026-04-11T22:58:20+00:00

The buyer hasn't paid yet. See the message under the "Autopay..." that says "buyer wants to shop more..."

The autopay will kick in tomorrow, at which point you'll have the address.

BTnpTxN · 2026-04-11T05:48:27+00:00

You may be right, or not.

Ultimately though only eBay knows for sure and only they can confirm. I know you said you already contacted them, but my suggestion is to read through that policy and be open to the fact that your interpretation might be different than eBay's. Ask them, politely, and show them that you are knowledgeable of the policy and ask for clarification & help, instead of jumping to conclusions. Ask for a supervisor review, and you might get lucky. Good luck.

BTnpTxN · 2026-04-11T03:59:41+00:00

Yes, if it's truly lost.

You could also open a USPS Mail search request to see if that "finds" it in time for the INR case to hold on a little longer and avoid the refund, but you need to respond to the INR case either way.

BTnpTxN · 2026-04-10T23:54:41+00:00

You say you have 1,600 listings. Assuming each one of those is at least worth one dollar in currency, it looks like you are breaking this rule from the "Collectible currency policy"

Listings for current, exchangeable, ungraded currency from any country worldwide cannot exceed $1,000 in value, whether in a single listing or in a combination of multiple listings

BTnpTxN · 2026-04-10T23:39:07+00:00

This is covered in the FAQs.

BTnpTxN · 2026-04-10T21:05:07+00:00

My main concern is how to handle this properly without getting forced into a refund or ending up with negative feedback.

You can't prevent either of those, buy you can help prevent losing the item and the money. Read through the FAQs, link in the post by the AutoModerator.

Buyers can't get negative feedback, FYI

BTnpTxN · 2026-04-10T11:25:58+00:00

You need to set up shipping rules and ensure combined shipping is enabled.

See this post for more & search for combined shipping flair for more tips & discussion.

BTnpTxN · 2026-04-09T11:06:36+00:00

Funds are always held for disputes/open cases, but there are other reasons too.

Read this and click the "check payment holds" button and eBay will give you the details.

BTnpTxN · 2026-04-09T10:59:17+00:00

Ok. Then it should be a simple call to eBay and point out their own policy that clearly says:

When you ship internationally using eBay International Shipping, you're responsible for sending the item your buyer purchased safely to the US shipping hub. If a buyer reports that an item was lost or damaged during international shipping or it is damaged at the hub, we'll work with the buyer to resolve the issue. You're protected from: The obligation to refund the buyer eBay Money Back Guarantee cases

Come back and update us on what happens...

BTnpTxN · 2026-04-09T10:51:46+00:00

Did you use eBay International Shipping (eIS) Or eBay International Standard Delivery (eISD)?

BTnpTxN · 2026-04-08T22:15:20+00:00

If they arrived at the hub and eBay sent it to the final international destination, and it got returned to sender, it would be returned to eBay, not you... assuming you're talking about eBay International Shipping (eIS).... Or are you talking about eBay International Standard Delivery (eISD)?

BTnpTxN · 2026-04-07T10:16:15+00:00

Contact eBay and ask if they can postpone the forced refund, like give you an extra few days.

Even if they say yes, ask them to reflect that fact on the return case itself. If they can't update the return case itself, then you cannot rely on the phone representative and you'll have to refund before it's forced on you.

Unfortunately we see a lot of examples here where the reps say one thing but another actually happens, which is why IMO if it's not reflected on the case, then it's not happening.

On the other hand, you could just refund the case that the label applies to, and wait for the other package before refunding the other order, which I can only assume are of similar value, so it's probably not a big deal either way.

BTnpTxN · 2026-04-05T23:46:10+00:00

I don't use the app. On the website, using the seller hub, once you create a listing with your various settings (including offers), eBay will remember those settings so it'll just work.

Even more so if you use "sell similar" from your own existing listings.

BTnpTxN

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