Can anyone help? Re INR case and customer support decision

[typo_lee]

Sent an item tracked post via Royal Mail signed for. Uploaded tracking and tracking status stayed at ‘accepted at post office’ but didn’t move from there. Customer said item wasn’t received and opened a case and has now asked customer support to step in. Will the buyer win this case if we sent signed for ? Surely it’s royal mails fault for not attempting delivery? How does eBay view this? Fortunately I then sent another replacement tracked again which says delivered. Albeit past the est delivery date obviously . Royal Mail are useless even with tracked and signed for items these days

[auctionmike1]

"Signed for" items are not tracked along the way - in a perfect transaction what you would see is "accepted at post office" and then nothing until the signature is provided.

I use "signed for" on every transaction, following a spate of dubious INR claims, but in my experience at least 1 in 4 signatures are not collected - a dismal state of affairs. 

[dch2112011]

As you have sent a replacement whith tracking showing received - the customer should close the case - add the new tracking to the order  if allowed or in the dialogue or if not allowed message uyer  with new tracking showing delivered and ask them to close case or contact CS and ask them to close case  because the replacement has been delivered - you should at least have a record of correspondence with the customer and hopefully you have already entered the new tracking number into the system 

[typo_lee]

Yes I’ve done all this but eBay are yet to decide. 

[typo_lee]

They buyer won’t close the case as even the tracking is showing delivered they are still saying it’s not received. I find it all very odd two lots of tracked have not been received even though one shows delivered and one shows accepted at parcel shop 

[typo_lee]

So how will eBay see this is it just says accepted at parcel shop and not updated as no signature provided? Will they favour the buyer and close the case in their favour?

[dch2112011]

The original item does not show delivered and would normally close in the buyers favour BUT  the mbg allows for replacements so the replacement will show as delivered and override the original non delivery and the case will close in the sellers favour.

The sting or rather annoyance is that because the replacement was posted 'late' the seller will get a reminder email asking them to post on time in future ! The age of automated technology !

[therenewalworkshopltd]

I'm not so sure that the seller will win this one.

I think at best, Ebay will fund it, but it's more likely to be paid by the seller as the original item was not received.

But as with anything, it's going to depend on the agent that makes the decision.

Personally, I would never resend anything to a customer because of this kind of situation.

Far better to refund the lost item and ask the buyer to repurchase.  Or if you think it's dodgy in some way, just block the buyer and refund.

[darth_baggins]

This is why I don't send replacements. They could end up with two items plus a refund if the original order does turn up.

I give them a refund and if they wish to buy again, they can. Unless I've decided to block them.

[xyz307xyz]

Have you changed the original tracking number on the order to the replacement tracking number? And does that show in ebay as delivered (not just on the RM site) - I thought that automatically closed the INR case (or used to).

Anyway write down all the info in the INR also (I expect you already have) and hope the ebay agent understands it and closes the case - you should not have to refund anything as far as I know.

Then ask for compensation from Royal Mail for the lost item.

[tommystrezures]

Generally Royal Mail give priority to delivery of tracked 24/48 items and SD (in this case Special Delivery)

The cost of these apart from a normal letter size is actually cheaper than the signed for service, for which others have pointed out does not offer any tracking. Just a delivery confirmation. Also the insurance was reduced on signed for services to £20 about a year ago, where as TR24/48 are £150.

The tracking updates on ebay can be out of sync for what Royal Mails says have you checked there too, and also it may be worth using another app we use which is very good its the old UPU checker its called parcelsapp add a dot com to the end should get you to the address!

In a case at this point the whole process is automated, and if you voluntarliy refund you cannot then appeal the case. You need to let ebay make the decision then you can appeal for which you can show the additional tracking code. I Would add the second tracking number to the case notes, where it says send a message etc, so that the details are locked in to the system - Also add that this was delivered on xyz date etc

You may lose first time if the buyer tries to escalate it,  but you wont second as the system is looked at by human not an AI bot.