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eBay charged me for and undelivered item without notifying
Summary: barbs-books-and-bits initiated a discussion about an issue with eBay where they were charged for an item that was never delivered, without receiving any notification. This prompted responses from multiple participants, but the content of those responses is unspecified in the data provided.
A few days ago, a buyer contacted me about an item that was not delivered to them. This was the first time this happened to me. I had obviously posted the item as I always do and tracking information was attached to the order. I could not do anything except try to re-attach the tracking information and message the buyer. My local PO could not help me at all, saying they were just a middle-man and had no ability to see what happened to the parcel after it was collected from them. The tracking number was from a company called Pitney Bowes and I was not able to contact them, it just redirected me to eBay, and I could not contact anyone at eBay. I spent several hours trying to figure this out.
I asked the buyer to report an "issue" after 3 days which would request eBay to look into it. The buyer then responded after a few days saying eBay had declared the item lost in the post and refunded them. But eBay has detracted the funds from my own balance, and they did this with absolutely not notification to me. Why has eBay done this? As it was their shipping provider that lost the item, surely eBay should take the hit for this? Do seller have no protection from this?
Does anyone know who or how I can contact them to get this sorted out? I am an above average seller on eBay and this feels very unfair.
barbs-books-and-bits
OP2 months agoHere's the update: eBay ruled in my favour and refunded the money to me.
tommystrezures
Mentor2 months agoThank you for taking time to update us and that the correct decision was made.
john1297576
Mentor2 months ago“I asked the buyer to report an "issue" after 3 days which would request eBay to look into it.”
Big mistake. If tracking showed delivered to the hub that is all you required for responsibility to be passed to ebay.
Telling the buyer to escalate, means ebay refunds at your expense and you get a defect.
barbs-books-and-bits
OP2 months agoThanks so much for your reply. Yes, I realise that they paid me the money, then deducted it. But the item is lost, and the item cost me money. The item was lost by eBay, so how do they justify deducting the money again?
They also originally charged me for shipping. So they deducted about £2 from the listing price when I originally sold it, then deducted the full amount when refunding the buyer, so they've actually taken some money off me as well as losing the item.
I don't see how they can get away with this, how do I know they won't lose items in the future? I can't keep selling on their platform if they're going to lose my items and then charge me for the loss...
papso22
Mentor2 months agoIf this was a global shipping sale, and if you had tracking showing delivery to the uk hub, and that tracking showed against the sale, then you should not have lost the case.
barbs-books-and-bits
OP2 months agoI had all of these things and have appealed the outcome with screenshots of my tracking information. I haven't yet been contacted back by eBay, but will update this post when I do get an outcome. Thanks for your help.
**peaseblossom**
Mentor2 months agoPitney Bowes is when an overseas buyer buys your item via ebay's Global Shipping so you send to their UK hub. Assuming you used Simple Delivery for that ebay will have refunded the buyer from your balance but you will keep the payment when it clears.