Parcel locker confusion
Summary: ekotec shared their frustration about receiving late-delivery defects on eBay after InPost failed to pick up parcels from a locker for four days. Despite contacting both InPost and eBay, they were unable to have the defects removed automatically and found eBay's support unhelpful. A discussion ensued about eBay’s policy regarding acceptance scans, with papso22 indicating that eBay does not count locker drop-offs as an acceptance scan. ekotec seeks clarity on this policy to avoid future issues and contemplates whether further calls to eBay support might help remove the defects one by one.
Hi, after a very frustrating 30 minutes on the phone with eBay support, I am looking for clarification.
The situation: I placed several parcels in an inPost locker. InPost did not collect from the locker for four days. During those four days, I emailed and called InPost and ended up ambushing the InPost van driver at a different local locker to ask if he could collect from the missed locker.
Defects - I received late-delivery defects for each of the 7 parcels dropped off at the locker. Each of the 7 parcels was dropped off on the same day the order was placed. My last-order cutoff is 2 PM, and they were placed in the lockers around 15:10 that day.
eBay's automated defect removal will not remove the defects. The first CSR told me they would not remove the defects because the first scan by the courier counts, not me dropping them off (which I disagree with). They also said that the customer cannot see that they have been dropped off at a locker, which I am pretty sure is incorrect.
eBay's policy - taken from their page -
"Late deliveries can be reviewed and will be removed if:
Tracking was uploaded before the latest estimated delivery date and shows that the acceptance scan was within your stated handling time"
So I think my question boils down to, "Does dropping a parcel at a delivery locker count as an acceptance scan by the courier"
If anyone has suggestions on how to get the defects removed, I'd appreciate it. I recently escalated this call to a supervisor, who removed 2 of the defects but said it was discretionary and that they could only remove 2. Is it a case of ringing up and arguing for 30 minutes to get 2 removed at a time?
Many thanks.
papso22
·3 weeks agoThere have been previous posts on this topic, I would say that as far as ebay is concerned, dropping a parcel anywhere does not count as an acceptance scan by the courier.
ekotec
OP3 weeks agoHi, thanks for the response. I found 2 previous posts, but both have been removed. Dropping a parcel at a post office or a Collect+ store does seem to count as a Royal Mail acceptance, and with Yodel switching to InPost (now FedEx!), there are more lockers and fewer shops/agents. I'm just trying to understand the rules so I can operate within them.
ekotec
OP3 weeks agoConclusion -
I had reason to contact eBay support again about an unrelated matter. The CSR had an Irish accent and, after dealing with the issue, asked if there was anything else he could help with. I explained the defect removal issue and the delay between dropping it off at the locker and the courier picking it up. He explained that, in eBay's eyes, dropping it off at the locker meant I had fulfilled my delivery obligation and posted on time. He then went through every case, checked the drop-off times, and removed the defects. I then received a number of emails from eBay: "We've reviewed the details and can see that there was a delay because of an event outside of your control. As a result, we're removing the late shipment from your account."
So it seems that dropping off at a locker counts as an "acceptance scan" for eBay. The worrying thing is how CSR's can have such different interpretations of eBay's policies.