Buyer opened case as item not received even though it had arrived at collection point

Question

A buyer had their package delivered to a collection point, it was delivered ok but the buyer did not collect the item, after 2 weeks I sent a reminder to them, they did not reply. Now after 7 weeks the buyer has opened a case as item not delivered. The tracking was still showing it was still there a week ago at the collection point. The buyer is saying that the package was searched for but it’s not there. How can they do this after 7 weeks? I thought after 30 days it was too late to claim. What...

*vyolla* · Accepted Answer

Is the case still open? If so, just respond with something along the lines of "Tracking number XXXXXXXXX shows delivery to the buyers selected delivery address on (date)".

john1297576 · Answer

Do not let ebay get involved. As said case is out of time and will close in your favour, but if you try to involve ebay, they do not always observe their own rules.

In any case if you used Simple Delivery ebay would be responsible for any refund due to Not Received, but proof of delivery to address chosen by buyer is all that is needed.

tressygirl · Answer

Nope, doubt eBay will refund them, the buyer broke the rules, in not collecting the item within the specified time.

You need not to refund either.

It's disconcerting when a case is opened after so long past the time to claim, i.e. 30 days, but the buyer cannot escalate, and the case will just close, ignore it.

You can if you wish, send a polite message to your buyer, that it is too late to claim, but eBay's MBG becomes invalid if an item is shown with tracking to have reached the collection point, but the buyer fails to collect it within 7 days.

Happy to be corrected on that timeline of 7 days, may be shorter if Simple Delivery was used. ? 🤔

@bridgebaz