topic Re: Parcel damaged in transit in Seller Central

Parcel damaged in transit

stripyzebras — Sun, 02 Nov 2025 17:56:53 GMT

I sent an item using simple delivery and assumed all was well. I normally check tracking for items but as I'd sold a lot (moving house) in that week, I didn't realise this hadn't been delivered. 35 days after the due delivery date the buyer contacted me to say that Evri have not delivered the parcel and "please send a replacement" (I can't; it was a 'one-off' item and I'm a private seller). Having checked the tracking it states: "Parcel too damaged in transit to deliver; please contact the seller"

The item was double-boxed and not breakable so actually would probably be still okay to deliver (but after a month has probably been destroyed by Evri - or whatever they do when a parcel is considered too damaged to deliver).

I have contacted the buyer twice asking her to open a case for non-delivery (as both she and I should be protected by simple delivery and buyer protection fee). After a week, she still has not responded. Do I need to do more? I'm guessing she has missed the 30-day window to open a case which may be why I haven't heard back.

Re: Parcel damaged in transit

**peaseblossom** — Sun, 02 Nov 2025 18:11:28 GMT

It's too late for her to get a refund from ebay and too late to take it any further unless she tries her payment provider. But she may not think of that. There's nothing else you can do.

Re: Parcel damaged in transit

shyamstore26 — Tue, 10 Mar 2026 12:58:36 GMT

Same subject,

However , customer due date to received parcel was on 4th March 26. Today is 10th of march I am trying hard to get any information from ebay and evri platform for next step. But failed to do so.

Plz guide if someone has phase such problem or know anything. This was my first delivery as a private seller.

Re: Parcel damaged in transit

**peaseblossom** — Tue, 10 Mar 2026 13:07:20 GMT

@shyamstore26

If the buyer has not received the item ask them to open a "not received" case on ebay. If the item is marked as delivered but has been damaged ask the buyer to open a return using the reason "damaged in delivery".

Either way, as long as you used the Simple Delivery postage label ebay will issue the refund themselves and you keep the payment. If a return case is used the buyer is not required to send the item back.