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Lost parcel, simple delivery
Summary: 16hannahc describes a situation where they used eBay's simple delivery service to send an item, which was then lost. Although they provided tracking information, eBay's communication was inconsistent, leading to a refund being issued to the buyer without 16hannahc's account being covered. They seek advice from others who might have experienced similar issues.
I am the seller. I posted an item with simple delivery which was lost in the post. The tracking appeared on the eBay app as expected.
When the seller opened a case for item not received, eBay emailed to say I had to provide proof of postage. When I logged in to do this they said I do not need to provide tracking information as I had used simple delivery. 2 weeks later eBay then emails me to say as I did not provide requested info they assume I didn’t post it and refunded the buyer.
I wanted the buyer refunded of course but should the money be taken from my account? I thought I would be covered as I used simple delivery. EBay has given conflicting information on whether to provide the tracking or not, which I had done anyway, now they have accused me of not providing the tracking but there was nowhere to provide tracking, plus it was already there. Also, I sent the tracking to the buyer in a message.
Has anyone else had this happen or have any advice please?
Thank you.
kat@ebay
Hi @16hannahc ,
Thank you for your post.
There should be protection in this case. Can you use the appeal option on the case so it can be reviewed and state in the appeal note the tracking was already auto added to the order.
Thank you,
Kat