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Lost Item/ mixed up at Royal Mail
Summary: joe-z-k encountered a problem where a buyer received the wrong item due to a mix-up at a Royal Mail sorting office. Despite refunding the buyer, joe-z-k is unable to get reimbursed because the package is marked as delivered, closing the case. tommystrezures advised that the buyer should have opened a case for an item not received, which might have protected joe-z-k financially. They suggested contacting eBay customer service and navigating through their help pages to speak with a real agent.
I have a situation where I have sent an item that I have sold using the eBay label postage system however the buyer has recieved a completely different item, the packaging received by the buyer has 2 labels on it and is not the right package (one of the postage labels is correct) so the tracking states that the item has been delivered but it has obviously been mixed up in a royal mail sorting office. I have refunded the buyer because this seemed the right thing to do but now I am unable to claim the value of the item back as the item is marked as delivered, the buyer has been refunded and now the case is considered closed. I have spoken to Royal mail and they just say I need to get back in touch with ebay. I have sent multiple emails back and fourth to eBay's support service but the situation is too complicated for any of the AI bots to understand properly. I could really do with speaking to aa real person, does anyone know the best way to resolve an issue like this? Thanks in advance!
tommystrezures
Mentor3 weeks agoSadly you have gone about this wrong. Your buyer should have opened a case for an item not received. Then eBay would have taken care of the refund, and you kept your funds.
Whilst you have tried to do the right thing you are now out of pocket, and Royal Mail are correct in that the postal contract is between them and eBay.
Try talking to CS to see if they can assist, but I am not sure they can, goto the help pages find the right area eg selling and keep typing contact agent in the box until it offers a call back.
joe-z-k
OP3 weeks agoHi Tommy, thanks for responding to this so promptly, I did think I had gone about this wrong, this only started to become apparent once I had issued the refund. I will keep being persistent with CS and see how far I get. Thanks!