Item Not Received case still open after item delivered

[mysterious_cities_of_mold]

A buyer opened a case against me for item not received. The item shows as delivered on Ebay tracking, but the case is still open so it seems to think the item is still undelivered. It has been like this for a couple of days. I have chatted to an Ebay agent about this and they agree the item has been delivered. They have advised me not to respond to the case, and when it reaches the time when Ebay can step in, they will do this themselves and end the case in my favour.

Do you think I should do this and not respond to the case? It feels a bit weird to not respond as I really want to avoid a strike for this. What if another agent responds to the case?

[therenewalworkshopltd]

I would actually agree with the agent.  Wait for it to complete.

As long as the tracking is there then even if for some reason it is closed against you, then you can appeal it and it should be squared off without too much bother.

[mysterious_cities_of_mold]

Just to update this, I have checked the tracking on the Royal Mail tracking website. It says that they attempted to deliver the parcel but no one was there, so it says "your item has been delivered to your nominated collection point" which I assume is back to the Post Office? I am not sure how this would affect the Ebay case, if this still counts as delivery or maybe the case is still open as the parcel has not been picked up by the buyer?

[sml192]

As long as the tracking shows 'Delivery attempted' then eBay will protect you. 

Just make sure the tracking details are entered into the dispute as well as on the original order details. 

[therenewalworkshopltd]

I'm not so sure.

It depends on exactly what the statement "your item has been delivered to your nominated collection point" means.

ie.  Has the customer actually nominated a collection point, or has the post office decided to return it to the sorting office etc for collection?

To me, that doesn't say it's been delivered at all.  And I have seen cases lost, simply because the customer has not collected, then collected after the refund is done.

I would suggest that you get in touch with RM and ask them to return the item to you.

At least then if a refund is made, you should get the item back.

[game_raid]

A delivery attempt is classed as delivered to stop people winning cases and then going to collect the item. It would be one of the easiest scams to pull if this was the case that eBay would refund the buyer after missing delivery, the whole site would collapse due to the ease of getting a free item, no one would dare sell on here again. 

A nominated collection point is either the buyers local post office or a delivery office, only the buyer will know which they selected which will update on the tracking once collected.

[sml192]

There certainly used to be lots of cases where the buyer would collect their item after being refunded but, I think, that was before eBay changed the rules to accept 'attempted delivery'.  It generally only happens now when the seller isn't aware that 'attempted delivery' is sufficient. 

The OP has tracking showing 'attempted delivery' to the original address provided by eBay and also 'delivered' to the buyer's nominated collection point, plus eBay are showing the status as 'delivered' in the order details, so they should be covered on several counts. 

'Your item has been delivered to your nominated collection point' means that the buyer has used Royal Mail's 'Inflight' service (see below) to redirect the delivery.  If the item had just been returned to the sorting office in the normal way then the tracking wouldn't show as 'delivered'.  Royal Mail won't return the item unless the buyer fails to collect it. 

Inflight options

You have the option to change your delivery options when your parcel is on its way, offering flexibility for your delivery. You can change when and where your parcel is delivered after it has been sent.

Being able to change delivery options means that you don’t have to worry if you are no longer going to be in.

You will have peace of mind and control over when and where you receive your parcel.

Features

• Change the day of your delivery
• Choose delivery to a preferred neighbour
• Choose delivery to a Safeplace
• Choose delivery to your local Post Office® branch
• Choose delivery to your local Royal Mail Delivery Office

[mysterious_cities_of_mold]

Thanks for the replies, can anyone show me a link to an Ebay help page where it says attempted delivery covers the seller when a case is opened?

[sml192]

https://www.ebay.co.uk/help/policies/ebay-money-back-guarantee-policy/ebay-money-back-guarantee-poli...

Evidence of successful delivery
We require all of the following to prove a successful on-time delivery:

• Tracking number that can be validated on the shipping carrier's website and which was uploaded to eBay before the latest estimated delivery date;
• A delivery status of "delivered" or "attempted delivery" (or equivalent in the country to which the item was delivered);
• The date of delivery or attempted delivery;
• The recipient's address, showing at least the city/county or postcode (or international equivalent) that matches the one found on the Order details page; and
• Signature confirmation, on orders with a total cost of £450 or more. Learn more about our signature confirmation requirements.