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Item not received for value over £450 protected by seller protection policy
Summary: nta939 is seeking advice on a situation where a buyer has requested a refund for an item marked as delivered, but not received. The package, shipped via Evri, shows delivery with a photo, but the buyer confirmed it's missing. nta939 used Evri rather than eBay's Simple Delivery, which complicates the situation. Other participants clarify that a refund request has been made, not a return, and suggest that the buyer's claim might be limited because they can't return an unreceived item. There's confusion about the buyer's ability to open a case with the courier, and advice varies on the next steps for resolving the issue.
Hi everyone,
I need some advice regarding an Item Not Received for good of over £450 that us not covered by the seller protection if there's no signatures requirement upon delivery.
I shipped the item via Evri. The tracking officially shows as "Delivered" and includes a photo of the package left on the buyer's door (the buyer also confirmed that this was indeed a picture of the package in front of his door).
Now the buyer has open a case asking for a return for package not received. The buyer has also opened a case with Evri which now I can't open another one.
It seems to me that I have fulfilled my part as the seller.
Any advice from fellow sellers who have dealt with this exact scenario would be greatly appreciated. Thank you!
john1297576
Mentor2 weeks agoNow buyer has opened a return case, there is nothing much you can do. He cannot change it to a not received case.
Strictly depending on reason for return if Not as described, you should provide return label, but buyer is stuck now as he has nothing to return, so nothing more can be done until it is delivered.
tommystrezures
Mentor2 weeks agoHow was the item sent was it with eBay's simple delivery service or something you did direct with Evri etc?
I am not sure buyers can actually open cases with the carrier, as they don't hold the contract per se. Eg the contract in this case is your or eBay purchased the label, thus its one of you two that deals with it, not the buyer.
*vyolla*
Mentor2 weeks agoMay I ask what this means please:
"Now to buy it has open a case asking for a return for package not received."
Are you saying that your buyer has opened an eBay return?
nta939
OP2 weeks agoSorry. Yes that is what I mean. The buyer has opened a case, asking for a return because the item is not received
papso22
Mentor2 weeks ago · EditedWhy didn't you use signature delivery? Ebay is quite clear that £450 is the threshold. You may well lose the case despite the tracking.
*vyolla*
Mentor2 weeks agoWell, they can't return an item that they don't have.
What postage label did you use, was it an eBay Simple Delivery label?
nta939
OP2 weeks ago · EditedUnfortunately I used Evri because I couldn't change it after the sale to another delivery company.
*vyolla*
Mentor2 weeks agoOkay, so you bought the label, which is a bit unfortunate. If you used an eBay Simple Delivery label then they would have dealt with this.
However, as I said before your buyer can't return an item that they haven't received, but time is of the essence here. What reason has the buyer selected for the return?
papso22
Mentor2 weeks agoI wonder if the OP meant the buyer asked for a refund, not a return?
*vyolla*
Mentor2 weeks agoHopefully we'll find out!