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Issue Regarding Refund Request
1. The buyer won three of my auction listings, which collectively included five items. Payment was made in full three days after the auctions ended.
2. I packaged all five items into a single parcel and purchased a Royal Mail "Signed For" medium parcel label (up to 10kg) via eBay for £8.05, for delivery to a UK address.
3. The parcel was posted the following day at my local post office, where I received a receipt with the tracking number.
4. The parcel was successfully tracked and signed for a few days later.
5. Approximately a week after confirmed delivery, the buyer messaged me stating that only one item had been received and asked when the remaining items would arrive.
6. I responded to clarify that all items were shipped together in the same parcel.
7. Around three weeks later, I received a refund request citing "missing parts" as the reason. I rejected the request.
The buyer has since informed me that they reside overseas and used a third-party courier to collect and forward their packages. Had I known they were based outside the UK, I would have recommended using eBay’s Global Shipping Programme to ensure proper handling and tracking.
Question:
Given that the parcel was tracked and signed for at the UK address provided, and that all items were sent together, where do I stand in terms of eBay’s seller protection policies?
3 comments
papso22
Mentor10 months agoHave a look at the money back guarantee exclusions. You will need to prove to ebay that a freight forwarder was used.
gary-c_online
OP10 months agoThanks for that, the buyer has already admitted using a third party courier in his eBay message to me
**peaseblossom**
Mentor10 months agoTracking only proves the parcel was received, not the contents. If the buyer escalates their case to ebay odds are they will find in their favour but you can appeal here:
https://www.ebay.co.uk/help/selling/managing-returns-refunds/appeal-outcome-case-seller?id=4369