Cardmarket support sides with 1month old account buyer with >25% of non-arrived shipments
Context: I sold a card to someone in Austria, I am in Germany. The card was marked as lost after a month and surprisingly turned up at my doorstep a day later. Reason from the post-service: "recipient moved". I looked at the buyers profile, and surprisingly he has a loss rate of over 25%. The buyer created his account on April 2026. So I asked him whats going on and if he moved, he said "no i still live here everything should be in order, all other orders arrived until now. Can you send it again?" And here I am looking at his profile where it clearly states that several orders apparently did not arrive.
I am now after he lied to me obviously not happy with sending it to him again untracked, because he has already shown he is not trustworthy. He also asked if he should mark it as lost AFTER he already marked it as lost lmao.
I made a support ticket, to ask what to do because now my account is marked with >2% loss rate and I have forced tracked shipping. (For context: I have over 60 sales, my account is 2 years old, so I am obviously not the biggest seller, but that should imo be enough to warrant some trust over a one month old account with a >25% loss rate: 4 not arrived /11 arrived) Cardmarket support basically told me to go fuck myself and refund the whole order so it's not considered as lost anymore. They also said the buyer did not look suspicious at all. No a new account with 25% loss rate is definitely normal, don't worry.
Is this a joke? The guy moved or wrote the wrong adress, or whatever, and I as a seller have to now deal with the extra shipping costs of sending it again, or I just straight up lose money on a complete refund (I obviously also have to refund the cardmarket provision lmao)
In the current case, as the card was returned to sender(me) I'd obviously want to refund the buyer the price of the card.
But I also have to refund the shipping costs and the cardmarket provision costs? When the problem is obviously on his end?
Lessons from this:
You can just make a new account, buy only from private sellers with not that many orders-, flag 25% of your orders as lost and the sellers have to refund the whole amount or they're stuck with the lost shipment on their profile and being screwed over with only having tracked shipping afterwards if they don't have enough sales.
As a seller, you have to refund everything or nothing. Why should I refund half of a shipment(other than having morals/being decent) when it's considered as lost anyway, and I have the forced tracked shipping afterwards anyway?
Does anyone else have similar experiences with this? I'm honestly just shocked by the support behaviour at this point.
Edit: I accidentally posted this twice, as I am very new to this app. The first post is this one: