Escalation works best when there is already a record. Start with the order ticket or support email, so that when you escalate there is something to point at.
The three routes
- Order support — anything to do with a shipment, refund, return, or evidence
- Support email — account, access, privacy, or anything without an order attached
- Formal grievance — a complaint about how eBuy itself has handled something: conduct, access, privacy, or enforcement
What to include when you escalate
- Your registered email address
- The existing ticket or case reference
- What was decided and why you disagree
- Anything new you have not already sent
What escalation is not
It is not a way around the evidence. A case reviewed again with the same information usually reaches the same conclusion. What changes an outcome is new evidence or a fact that was missed the first time.
Support and grievance handling are manual reviews. They do not guarantee a timeline, a refund, reinstatement, or an exception to policy.