False cancellation reason from the seller and €50 in coupons lost: support hasn't read the chats for 3 weeks

Summary: ptrg4010 shared a frustrating experience with a seller on eBay, where an Apple Watch order was canceled with a false reason, depriving them of a €50 promotional coupon. Despite providing proof through internal messages, eBay customer support has still not resolved the situation after three weeks. daxsisko commented that the community is mainly made up of users and that it’s unlikely eBay will respond here, leaving ptrg4010 unsure who else to contact.

Good morning to everyone and especially to the eBay Staff,

I’m writing in this Community as a last resort, after spending 3 weeks battling with the brick wall of customer support, whose agents keep closing the conversations without solving the problem.

The situation is as follows:

On August 17, 2026 I bought an Apple Watch worth €200, paying an actual €150 thanks to the use of an eBay promotional coupon for €50. (Order ID: 17-15033-14720).
After 3 days of complete silence from the seller, I contacted them to ask for updates on the shipment. The seller replied immediately by sending me photos of the watch display, which has a clear and deep scratch on the upper part. The item had been listed as "almost new / near mint" with no defects mentioned.
The seller explicitly admits in the internal messages that the watch was damaged/worn and that they do not intend to go ahead with the sale with the partial discount I proposed (30€), as their net profit would have been too low compared with what they could have gotten by selling it elsewhere (they literally mention Vinted pricing).
In eBay’s official chat, the seller literally writes: "then I’d rather cancel the order".
In practice, however, the seller cancels it in the system selecting the reason: "The buyer asked to cancel the order".

This is a blatantly false and fraudulent statement, used by the seller solely to shield themselves from eBay’s rules and avoid a "transaction defect" on their metrics for an item not available or damaged.

Because of this dishonest reason entered into the system, eBay’s software has closed the case and customer support has refused for 3 weeks to credit back the €50 promotional coupon, claiming that the system shows the cancellation was requested by me. The agents categorically refuse to open the internal chat logs, where there is written, undeniable proof that the order was canceled at the seller’s request because of the broken display.

I find it unacceptable that eBay’s systems and customer service protect a seller’s improper behavior at the expense of a buyer, causing me an unfair financial loss of €50.

I kindly ask a Community Manager from the eBay Staff to intervene, verify the internal chat relating to the order indicated, and proceed with the manual restoration of my €50 coupon or the issuance of a replacement voucher of equal value.

Kind regards,

ptrg4010