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Help ebay simple delivery lost parcel
Summary: dahog-288 had an issue with a parcel sent through eBay's Simple Delivery that was lost in transit. Initially, they were incorrectly informed by eBay customer service, possibly AI, that they should refund the buyer and manage the claim with the carrier themselves. However, another participant, *vyolla*, advised them that eBay should handle the refund if Simple Delivery was used. dahog-288 later confirmed that after speaking with eBay's customer service, the issue was resolved, and eBay acknowledged their responsibility, refunding the buyer and reinstating the funds to dahog-288. Despite initial confusion and frustration with AI customer service, the correct eBay process for handling Simple Delivery claims was eventually recognized.
Hi so I sent and item with evri using ebays simple delivery the parcel has got lost the tracking hasn't moved in over a week the buyer has opened an item not received case i tried to update the tracking details in the item not received case but it kept saying network error so I contacted ebay and spoke to an assistant and he told me its my job to refund the buyer and claim with evri they are only responsible for the label but everything I have read online says if I used ebay simple delivery they handle issues regarding damaged or lost parcels and refund buyer and let seller keep the money he also told me my account will be negatively affected if I dont refund can some please give me some advice or clears things up if I have it wrong thank you
*vyolla*
Mentor1 month agoThe eBay CS agent is incorrect.
State in the item not received case that this was sent via eBay's Simple Delivery postage label, so eBay are responsible for making the refund.
I'd also contact eBay again and clarify that if a seller uses one of eBay's Simple Delivery labels and the item doesn't arrive, then eBay's guidance page states that eBay are responsible for refunding the buyer. Pop back here if you have difficulty getting them to read and understand their own policy pages and we'll help draft something for you.
dahog-288
OP1 month agoI tried to tell the guy that when I finally got through to someone that wasn't ai but he said I know you used ebays simple delivery service but all we do is provide the label its your responsibility to claim with evri
*vyolla*
Mentor1 month ago@dahog-288 Contact eBay again, ask them to call up their Simple Delivery guidance page for sellers (link below) so that you can go through it together. State that under the benefits of Simple Delivery section it states:
You'll be protected if the item is lost or damaged from the point the item is scanned into the carrier's delivery network and until it's marked as delivered
Taken from:
https://www.ebay.co.uk/help/selling/posting-items/setting-postage-options/simple-delivery?id=5575
dahog-288
OP1 month agoIts sorted now apparently i was talking to ai which is why the info was not correct I am covered i spoke on the phone to customer service thank you for your help they told me to wait until after the 26th and ebay will step in and refund the buyer
*vyolla*
Mentor1 month agoGreat to know that the AI isn't aware of how eBay works, but glad that you've got this sorted. Thanks for theupdate.
dahog-288
OP1 month agoI know it is so frustrating that company's use ai for customer service but thank you for your help I really appreciate it
*vyolla*
Mentor1 month agoYou're very welcome.
dahog-288
OP1 month agoIs there different types of simple delivery ?
dahog-288
OP1 month agodahog-288
OP1 month agoThis is what I use and thank you for your help first time dealing with this
papso22
Mentor1 month agoWhich item was it?
dahog-288
OP1 month agoIts sorted now apparently i was talking to ai which is why the info was not correct I am covered i spoke on the phone to customer service thank you for your help
papso22
Mentor1 month agoAre you absolutely sure you sent it with simple delivery as ebay handles lost item claims automatically when you do that. Wht they do is send you an email saying the buyer has reached out and they are handling it.
If you bought the evri label through ebay that's not simple delivery.
dahog-288
OP1 month agoI used the option simple delivery and it gives me a qr code to scan at the post office