Question refunds on tracked items in Member To Member Support DO NOT DELETE

refunds on tracked items

beechcroftdiving — Sat, 19 Oct 2019 16:21:58 GMT

I recently sold an item for £149. The buyer claims it didnt arrive so the courier looked into it. The van tracking shows he was at the address, the tracking shows it was delivered and signed for in the buyers name. The buyer claims he didnt recieve it so I opened a claim with the courier firm. I filled in my form but the buyer refused to sign a form that claimed he hadnt received the goods. I contacted ebay who said if he is telling the truth then they would close the case in my favour as that would push him into helping me with his claim. 3 days later they gave him a full refund. When I queried this they said he has proof it wasnt delivered. They wont tell me, show me or share this alleged proof yet took £149 from my account and refunded him. I now cannot make a claim as he hasnt signed the form .How can this be either fair or reasonable? I have done nothing wrong yet loose £149 just because the buyer wont sign a form. Ebays answer is take it up with the courier. I explained I had already done this but need his signature as wel l

Ebay will now do nothing except reply to my messages with insincere platitudes telling me how much they value my business. That is just taking the **bleep**

Re: refunds on tracked items

arkwebus — Sat, 19 Oct 2019 16:29:34 GMT

The only way that the buyer could have dealt with this is by opening a "non delivery case" with eBay.

The buyer will win the case [perhaps as here] if you have not entered the tracking details at the time of despatch into the eBay sale summary. It is - we understand - too late to add the tracking when the buyer opens a case.

If I understand you that despite what eBay may have implied it's not that he has proof that it was not delivered but that you do not have proof [in the eBay case] that it was. [In effect of course the outcome is the same?

If you have the tracking detail then you can work out where the item is; you do not have to leave it to a courier.

@beechcroftdiving

Re: refunds on tracked items

ruby*tuesday — Sat, 19 Oct 2019 16:49:26 GMT

You seem to be Posting using Hermes Economy or Royal Mail 2nd Class. Hermes offer very little compensation or non at all, they have a very long exclusion list. Royal Mail Standard Post only pays out £20.00. However you should have had some Tracking Number? Which you should have added to Dispatch as soon as you have Posted. Buyers cannot then open an Item Not Received Case if the Tracking Shows as Delivered.

Is up to you to ensure you use the correct Postage with adequate cover.

Re: refunds on tracked items

plpmr — Sat, 19 Oct 2019 18:04:42 GMT

" I contacted ebay who said if he is telling the truth then they would close the case in my favour as that would push him into helping me with his claim. "

So eBay CS told you that if the buyer was telling the truth [that they did NOT receive the item] eBay would find for YOU [the seller] - now CS are know to tell a caller what they want to hear to end the call, but this is just - words fail me.

Re: refunds on tracked items

beechcroftdiving — Sat, 19 Oct 2019 19:49:18 GMT

Ebay said they would close the case in my favour and even sent an email telling me they had done so. The ebay rep mentioned that this may prompt him to sign the form. I thought this a fair decision and was expecting the buyer to return the claim form so I could continue with the claim. 3 days later ebay refunded him and told me that he had proof it wasnt delivered. As the tracking and signature suggested it was delivered I asked them for a copy of the proof. They wouldnt even tell me what the proof was as this was a private matter between the buyer and ebay. What a cop out that was. I am still the looser and because ebay have stolen my money to give to the buyer I have no leverage to get him to sign the disclaimer so I am unable to continue with a claim. Neither Ebay, me nor the courier know who is being dishonest, whether the buyer or the driver but nevertheless the fairer way would have been a claim. Ebays actions have now denied me that leaving me £149 out of pocket and for all I know the buyer could have the goods.

Re: refunds on tracked items

beechcroftdiving — Sat, 19 Oct 2019 19:55:29 GMT

Tracking was given as soon as I booked it in with the courier. Tracking details were entered onto ebay even before the courier had collected it. The tracking should in theory tell me where it is but it tells me it was delivered and signed for in the buyers name. The buyer claims he has proof it wasnt delivered and ebay have accepted that but refuse to tell me what that proof is. The only way it can be proven to not have been delivered is if the buyer knew where it was, ie at a neighbour etc in which case he now has both the goods and my money. Ebay say the proof the buyer supplied is private and not for me to see.

Re: refunds on tracked items

beechcroftdiving — Sat, 19 Oct 2019 20:07:33 GMT

I have been selling on ebay for 13 years with a turnover of around 750,000 so I am aware that parcels need tracking and that tracking numbers are entered onto ebays file. This is done as soon as the parcel is booked in. Despite ruby*tuesday saying a not as received case cannot be opened if tracking shows it was delivered that is exactly what has happened here. The goods were booked in with the courier, the tracking number was entered on ebay, the goods were tracked to the buyers door and signed for. Despite this ebay have reopened a closed case and given the buyer a full refund without even notifying me until after the event. The Courier was LCP who collect most of my parcels. They are usually then delivered by Yodel. Ebay say the buyer has proof the parcel wasnt delivered but wont tell me what that proof is.. The only way the buyer could prove it wasnt delivered to him would be if he had proof it was left elsewhere ie at a neighbour in which case he probably has both the goods and my money.

Re: refunds on tracked items

*guinevere* — Sat, 19 Oct 2019 21:16:52 GMT

I would call ebay CS again and stick at them until you get a proper explanation.

You have done everything right. You have entered the tracking and the tracking shows as delivered, with the buyer's signature,
Ask them how, when everything has been done to the letter, you have been forced to refund? They are breaking their own rules.

Point them to their own rules below and don't stop calling them until you have the money back in your account.

Information required to prove a successful on-time delivery is all of the following:

Tracking number uploaded to the site by the seller before the estimated delivery date;
A delivery status of "delivered" (or equivalent in the country to which the item was delivered);
The date of delivery;
The recipient's address, showing at least the city/county or postcode (or international equivalent) that matches the one found on the 'Order details' page; and
Signature confirmation, if an item has a total cost of £750 or more.
If we determine that the item wasn't successfully delivered or collected, we refund the full cost of the item and original postage via PayPal. The seller is required to reimburse eBay for the amount of the refund. Find out more about reimbursement.

Re: refunds on tracked items

beechcroftdiving — Sun, 20 Oct 2019 09:26:21 GMT

I have been in contact with ebay 8 times now and get the same answer each time. A load of meaningless platitudes telling me how they understand and value my business. Clearly they do not as I have done everything by the book. They now say I didnt give the tracking details until it was too late. I entered the tracking details when the parcel was booked in even before the driver collected it from me so not only are ebay being unfair but they are now adding lies to justify their unfairness

Re: refunds on tracked items

corred — Sun, 20 Oct 2019 10:24:12 GMT

@beechcroftdiving

This does not help but the fact you stsate that LCP generally deliver using YODEL gets alarm bells ringing as my own experiences with them is that they employ what can best be described as "unreliable" drivers......I will not say more than that

I had a mobile phone being delivered........the sender used Yodel & provided online tracking showing the route & the calls the driver made & when....it showed delivery to my property in a "safe place" & a card being left to say where ..........

I arrived home, no card, no parcel & the safe place (when I phoned Yodel) as in my shed......well good luck with that....my shed is locked & alarmed........

I took pics all round my property ....around doors, behind shed, near bins etc & went to the Yodel depot with the evidence......I was there an hour while they tried contacting the driver....who eventually said it was left behind a planter by my door (an area I had photographed & had proof it was not there)......I went home & shock horror the package mysteriously arrived while I was at the Yodel depot......it had been neatly sliced open to allow the contents to be removed....fortunately they had been replaced....but the driver must not have had anything with him to repair the nice neat cut in the polythene......the factory seals on the phone box has also been cut

It is possible yur buyer has datestamped CCTV showing no attempted delivery at the time stated by Yodel............I know I now have PIR CCTV which picks up visitors to my property, records them & sends notifications to my phone