Buyer not received parcel claim
Summary: tillyzgolfvault is dealing with a situation where a parcel they sent hasn't moved in tracking, and a buyer has filed a claim for a refund. They are unsure about eBay's refund policies for lost items. **peaseblossom** advises that using eBay's Simple Delivery can protect against losses, but tillyzgolfvault did not choose this method. sml192 informs them that they will need to refund the buyer and claim through Parcelforce, while 4_bathrooms warns about potential negative impacts if eBay steps in and provides guidance on protections when the label is bought through eBay. sml192 confirms these protections can be found on the Seller Protections policy page.
Hi, I sold an item, posted 11th August and received by Parcel Force 48. The tracking still hasn't moved, only marked as received by Parcel Force on 11th August and the customer understandably now asking for a refund. We are presuming the item is lost. The Buyer has raised an 'item not received' claim and we have 3 days to resolve and then we can ask Ebay to step in.
I'm favouring this option as I'm unclear with regards to issuing a refund. Will the Seller will be out of pocket financially (by not receiving funds) along with losing the item in transit?
Any advice is gratefully received! Thanks in advance.
4_bathrooms
·3 weeks ago · EditedIf either yourself or the buyer clicks the "Ask eBay to step in" link you will lose the case by default, the buyer will be refunded at your expense and you will receive a damaging "Case closed without seller resolution" defect recorded against your account.
According to an announcement eBay made last year as long as you purchased the label via eBay, obtained an acceptance scan within your stated handling time and a delivery scan is recorded within 30 days eBay will refund you the item cost. It might be worth bookmarking that announcement as the protections mentioned within it are not mentioned anywhere else in eBay's published policies that I can find.
sml192
·3 weeks agoIt's mentioned on the Seller Protections policy page under Protections for all sellers > Other protections > eBay Money Back Guarantee requests:
'Additionally, we’ll protect you if you use an eBay label and the item is delivered to the buyer after you’ve issued a refund. We'll automatically reimburse you for the item, remove defects, and exclude the case from service metrics.'
sml192
·3 weeks ago · EditedParcelforce is not a service used by Simple Delivery so this was Custom Postage. You, therefore, won't be covered by eBay and will have to refund your buyer, if it doesn't get delivered within the 3 days in whicb you have to resolve, and then submit a claim with Parcelforce (Royal Mail). If they try to refer you back to eBay at all (which sometimes happens when the label is bought on eBay) then refer them to their terms here.
If the item subsequently shows as delivered within 30 days of refunding the buyer then eBay does now state that they will automatically reimburse you if the label was bought on eBay.
c_of_e84
·3 weeks agoOn the dispute enter the tracking number again, if ebay step in they will side with the buyer, get a refund and if the item turns up with them they keep it as well.
**peaseblossom**
·3 weeks agoIf you used Simple Delivery you are covered if items are lost (or damaged) in transit. That means ebay will pay the refund and you keep the original payment. This should happen when the buyer escalates the case to ebay.
tillyzgolfvault
OP3 weeks agoThank you for your help. We posted it at a post office and believe Simple Delivery to be when it's collected by a courier? I didn't select this option.
Would you know if the Seller is covered still?
**peaseblossom**
·3 weeks agoSimple Delivery is the name ebay use for their postage system, however it is used, including collection by courier so you are covered.
yorkshire*flower
·3 weeks agoDid you pay Ebay for shipping? If not then you havent used "simple delivery"
Do not ask Ebay to step in as they will automatically refund the buyer -Ask the buyer if they could be patient and if you are able to keep them informed as much as possible they maybe more understanding but you are basically hoping they dont ask ebay to step in at this point, but If this happens you could try and ask Parcel force to put a "return to sender" on the tracking as some couriers can do this and bounce it back to you but not sure if PF can - call their CS for an update as they may also be able create a search for it if its in a depot