topic Re: Post Office Lost Item in Member To Member Support

Post Office Lost Item

2021michael — Tue, 31 Mar 2026 15:00:27 GMT

I took my parcel to the Post Office and they printed the QR code label.

There is no tracking after 5 days and Royal Mail when I called them said the QR code was never scanned so no clue where parcel is.

I have kept buyer fully informed.

Can I claim compensation from Royal Mail or how do I even contact EBay?

Any help most appreciated.

Re: Post Office Lost Item

john1297576 — Tue, 31 Mar 2026 15:09:32 GMT

In theory buyer opens a Not received case as soon as past expected delivery date.

ebay are then responsible for refund not you. I thought the item was marked as dispatched and tracking added to listing when you opened the QR code, but just tell buyer to open case and see what happens. Read below for how it is supposed to work.

Simple Delivery

Get a prepaid label that's fully protected

How it works

Choose your couriers

You can choose which couriers are available, including Royal Mail and Evri, in postage preferences. DHL will be required to ship bulky parcels.

Use the prepaid label – no printer required

Once sold, either print the label or use the QR code for drop-off. With Royal Mail, you can also schedule home collection.

We handle the rest

Our hassle-free protection covers the full item price if it's lost or damaged in transit. eBay resolves delivery issues directly with your buyer and carrier.

Re: Post Office Lost Item

2021michael — Fri, 03 Apr 2026 14:47:14 GMT

Hi, EBay appear to want me refund buyer even though I am out the loss of the item through a Post Office error.

How to I talk to EBay about this, what link or section is this in and I’m struggling to find it.

Re: Post Office Lost Item

**peaseblossom** — Fri, 03 Apr 2026 14:59:45 GMT

You can request a callback on here:
https://www.ebay.co.uk/help/eua?id=5190

Re: Post Office Lost Item

jckl1957 — Fri, 03 Apr 2026 15:54:01 GMT

Do you have the proof of posting from the Post Office which shows you sent the missing item?

I think that, unless you have evidence it was sent, Ebay will not refund the buyer.