sellers compensation/insurance
Summary: matthews9751 sold a golf club through eBay, but the item went missing during shipping. Despite eBay indicating the item was insured, they struggled to find assistance beyond the chatbot. Others suggested processes involving Packlink and Simple Delivery, noting that if a seller refunds a buyer voluntarily, eBay cannot reverse it. marco@ebay clarified that with Simple Delivery, sellers should allow eBay to handle claims instead of issuing direct refunds. matthews9751 was advised to lodge a complaint through eBay's customer service, although further action might be limited.
sold a golf club bought the label through ebay & item gone missing.i've had to refund the buyer so how do i get my money back as ebay say it's fully insured but can't seem to get hold of anyone only stupid chatbot i'm fuming
jonatjonatjonat
路3 weeks agoThe two most recent golf clubs you sold were simple delivery. If you have refunded the customer already here you are out of luck. The process for simple delivery for lost items is the buyer claims item not received and ebay deal with it.
marco@ebay
Hi @matthews9751 , thanks for your post.
If the item was sent with Simple Delivery, which I don't think is the case here, we would cover it as long as the price is not over 拢750.00.
If you shipped the item with custom postage, which is what I think happened here, you can follow @cobwebcottage link above, and put the claim that way. I will leave the link here as well.
If you are unsure on how you listed the item, feel free to let me know the item number to confirm, and I'll take a look for you no problem.
Thank you,
Marco
matthews9751
OP3 weeks agoit was done with simple delivery,i refunded as a message from ebay told me to refund?
o/n 12-15115-83994 , item number 227493976971
marco@ebay
Thanks for confirming, @matthews9751 .
I was checking this for you, and I can see you've voluntarily refunded the buyer. When you voluntarily refund a buyer, we cannot reverse that refund, nor take further actions.
I understand this outcome is not ideal for you, but please note that when you're using Simple Delivery (the pre paid label we give you to ship the item), you don't need to issue a refund if the item is lost in transit, you are ok to tell the buyer to file a case. However, once they do so, you can let us take it from there, and after the 3 business days we would refund the buyer on your behalf from our own funds, and it wouldn't have any negative impact on your account.
Thank you,
Marco
matthews9751
OP2 weeks agoi got an email from ebay to tell me to refund him?
jonatjonatjonat
路2 weeks agoAny chance you can share what this looked like here? You can upload images from the little taskbar that appears when you click in a comment box.
matthews9751
OP2 weeks agohow do i make a complaint i鈥檝e now lost nearly 拢70 馃槨
jonatjonatjonat
路2 weeks agoThe complaints process is via eBay customer services basically. Beyond that it鈥檚 a letter to their payments address you鈥檒l have to word it to explain this is a payments issue as you refunded as advised and now you aren鈥檛 being reimbursed
Address is
eBay Commerce UK Ltd.
1 More London Place
London, SE1 2AF, United Kingdom
marco@ebay
Thanks for your reply, @matthews9751 .
I'd be happy to shared your feedback, or alternatively, you can contact our customer service team and they will lodge a complaint for you. However, please note that further actions may not be taken after filing a complaint.
Sorry I don't have better news for you this time,
Marco
matthews9751
OP2 weeks agohave you a phone number please?
matthews9751
OP2 weeks agoi spoke to customer service yesterday they were passing my details on to somebody and said i will get a call within 24 hours and i鈥檓 still waiting??
cheekychippy210
路3 weeks ago".i've had to refund the buyer so how do i get my money back"
if simple delivery I think that has complicated things?
going forward, let buyer open case and ebay will take over the payments,
sml192
路3 weeks agoIf it was sent using Simple Delivery thrn the buyer just needs to open sn 'Item not received' claim. Ebay will then deal with it and refund the buyer themselves. You will get to keep the original payment.
cobwebcottage
路3 weeks agoWas it custom postage? Did you use Packlink?
https://support-ebay.packlink.com/hc/en-gb/articles/360014205520-Loss-Claim