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eBay refusing refund on two “Item Not Delivered” cases despite clear GPS/photo evidence and Evri admitting the parcels were misplaced
Summary: 900124-uk reports two instances where eBay refused refunds despite having clear evidence that items were not delivered correctly by a courier. They provided GPS photo evidence and communication from the seller and the courier admitting mistakes. tommystrezures suggests dealing with the courier, while sml192 recommends contacting the payment provider, though 900124-uk sees little progress there. john1297576 asks about the purchase timeframe, and 900124-uk confirms the issues were reported promptly. lionbooks shares a similar experience, where they received a refund, suggesting different wording might help, and ormy12388 advises involving the police in cases of theft.
Hi everyone,
I’m hoping someone here can offer some advice. I’m a long-term eBay customer of 13 years with a flawless record until the second half of 2025, when problems with the Evri courier began appearing.
I currently have two separate issues with items that were never delivered to my address:
First item:
I have photo evidence with GPS location showing the delivery was made to a completely different address that does not match my door or property.
Second item:
The photo evidence from Evri shows delivery through a completely different letterbox. The seller had explicitly stated that the item cannot fit through a letterbox. The packaging in the photo is also different, and the seller has confirmed in writing that it is 100% not the item he sent.
I forwarded all of the evidence to eBay as part of an “Item Not Delivered” claim, including:
Clear photos with GPS data
Communication with the seller
Email confirmation from Evri admitting they had misplaced the parcels and promising to resolve the issue
Despite this strong evidence, eBay has refused to refund me in both cases. They are simply stating that the items show as “delivered” according to the courier tracking.
This is extremely frustrating, especially as a long-standing customer. Has anyone else experienced similar issues with Evri deliveries where eBay sided with the tracking information even when there was clear proof the item wasn’t delivered to the correct address?
Any advice on the best next steps would be greatly appreciated.
Thank you in advance.
ormy12388
·1 month agoI had a similar case in 2023, ordered a mobile phone (£650). I received an empty box, assumed at first that the seller had scammed me but turns out someone at Evri had stolen it at some point because the seller was stupid and sent it via non-tracked delivery. Ebay told me I had to report theft/fraud to the police and provide them the case number, once I did so I was refunded quickly.
lionbooks
·1 month agoI've just been refunded in an identical case. I'm in an industrial unit and parcel allegedly delivered to another unit that is a lock up. I've never seen the person and despite putting a note through, no parcel.
I've had a courtesy refund as a long standing member. So go figure.
I did say handing the parcel to a complete stranger does not constitute a legal delivery. So maybe re-word it.
john1297576
·1 month agoYou say “currently”, when were items purchased? Are you within the 30 days?
900124-uk
OP1 month agoDude of course I am within 30 days. This was reported immediately to ebay as per their procedure. What even made you ask this question I wonder. Human minds work hell of a lot differently I suppose 😅
jonatjonatjonat
·1 month agoMainly because you didn't specify either way the time frame - and you'd be surprised how many people come on here having left it over 30 days!
900124-uk
OP1 month ago · EditedYeah a good point, I considered that to be common sense though, I wouldn't be here otherwise. All was reported within a day or so after issue arose
sml192
·1 month agoIf you are not having any success with eBay then I would suggest contacting your payment provider (PayPal or Card Issuer). They will normally look more closely at the evidence than eBay does.
900124-uk
OP1 month agoDone so, payments disputed with all evidence provided as i did for ebay. Now I had a message from the banking provider that ebay informed them the payment is 'valid' so still more time for them to do some back and forth before I know more
papso22
·1 month agoThat's a very odd response to an item not received claim. Of course the payment would have been valid.
900124-uk
OP1 month agoFrankly, the whole issue and ebay acting is a bit weird lately as I had a problem with a few more things on ebay recently and regardless of how I was praising ebay's services in the last 13 years. Dont really know whats going on and its not about the money as much as its is about whether I can rely on ebay still or need to take my money elsewhere 🤷
tommystrezures
·1 month agoIf it was a simple delivery item then ebay need to deal with it.
If it was not a simple delivery then you need to take it up with Evri, however you mention the second half of 2025, thats a long time now to be raising these issues, and I am not sure they will entertain it either.
900124-uk
OP1 month agoI mentioned some issues started 2025. This problem is recent.
I dont understand what 'simple delivery ' is