Item shown as 'delivered', buyer opens INR claim. What are the possible outcomes?

[pixeldrama]

Buyer has 7 ratings, but the account is made in 2020, so I thought nothing of it. 

I always send 2 messages before the item arrives: one to say thank you for the purchase and tell the buyer I'll ship it first thing in the morning, the second is usually with a picture of the post office receipt in the morning, notifying them the ebay tracking will update shortly if it hasn't already. 

What made it suspicious is that this is the first buyer who replied to neither message (I'm only selling my personal hobby failures or computer parts I switch, so only have 100ish items sold - still, the first time ever when no reply is given).

I always buy the label through ebay (I have a shipping label printer from some other failed endeavour). 

The item was shipped through parcelforce 48, it is shown as delivered to neighbour (I had no option when I bought the label to specify anything about delivery to other addresses). There is a picture of the item in the doorway of some home, the door is open so the item is across the doorway (I would not know which address that is).  The buyer opened an Item not Received claim, with a few words "Please chase". I've replied with the time stamp from the tracking, saying "Date,Time X, delivered to neighbour". He could have seen that himself in the tracking information which leads to the parcelforce website. 

Having read the parcelforce terms and conditions, they consider it fair to deliver an item to a neighbouring address and leave a card to the proper address letting them know where they've delivered the item. 

My question is: in this case, what more can I do about it? I have used ebay label for the service specified in the ad details (parcelforce 48), I've shipped the item, the courier delivered it (according to their terms, which I did not have control over), yet the buyer wants, I assume, a refund? I have yet to know their intentions, since they can escalate on the 7th of March and they have not replied to my reply.

The item in question is a 32" design computer monitor which is both heavy and not likely to survive multiple shipping journeys (it was shipped in the original box with all the proper packaging), since I can see from the courier pictures of 'proof of delivery' there is at least a big dent on one side (where the cardboard got punctured or kicked in probably). Monitors are not covered by any insurance, as it turns out. 

[pixeldrama]

I've posted in the business seller board by accident, I apologise

[papso22]

You need to make sure the tracking showing delivery is in the case itself and then have a look at seller protection from claims using the ebay money back guarantee.

You will see that you should win an ebay case, but may have an issue if the buyer takes it further.

[vintique*violet]

Quick question, has the buyer asked their neighbour? @pixeldrama 

[pixeldrama]

I wouldn't know if they did, I should have suggested it, in retrospect. I guess I was a bit prejudiced (still am) thinking that they are trying to scam me, hence the dry response I provided to them ( the tracking line copy paste).

[moldosgifts]

Just respond to the case with this item was delivered on (date) the tracking on parcel force shows this.

Please close the case .

Add the tracking number again to the case there is a box to do this.

That is all you can do if it is found in favour of the buyer appeal as they have not followed policy.

What is confirmed as delivered is a delivery or attempted delivery, on ebay.

[4_bathrooms]

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@papso22 wrote:

You need to make sure the tracking showing delivery is in the case itself and then have a look at seller protection from claims using the ebay money back guarantee.

You will see that you should win an ebay case, but may have an issue if the buyer takes it further.

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It seems eBay have very recently updated their Money Back Guarantee policy. Where the old policy had a whole section detailing what "evidence of successful delivery" was that has seemingly been replaced with "If your purchase doesn't arrive or if it isn't ready for collection as you expected, you qualify for a full refund including original postage costs". 

@pixeldrama wrote:

I can see from the courier pictures of 'proof of delivery' there is at least a big dent on one side (where the cardboard got punctured or kicked in probably). Monitors are not covered by any insurance, as it turns out. 

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Unlike most couriers Parcelforce do not exclude consumer electronics (including computer monitors) from compensation. However, if it had been damaged their packaging guidelines would almost certainly have excluded you from compensation cover anyway in this case. But this is not the issue you're having; your buyer isn't claiming the item arrived damaged, they're claiming they didn't receive it. As @papso22 has advised you need to add the Parcelforce tracking to the case. If the tracking shows the monitor was delivered to a neighbour I have no idea if you will be covered or not due to the ambiguity of the new MBG policy (although I suspect you will be covered).      

[bravergrace]

Normally, eBay backs the seller if there is a proof of delivery to a neighbour.  That means that eBay will either close the case in your favour, with no refund to the buyer, or close it as a "no-fault refund" - meaning that eBay will refund the buyer, and eBay will pay for the refund.

There are some exceptions, such as:

- If the buyer paid eBay direct for the postage ("eBay Simple Delivery".

- If the seller altered the delivery address (eg sent it to Newport Isle of Wight instead of Newport Wales).

- If the item was delivered late.

- If the item sold for more than £450 there are special rules.

- If the "neighbour" isn't close enough to the buyer (eg a rural area where the nearest neighbour lives 5 miles away).

Make sure the tracking number is showing ON THE CASE DETAILS - this is essential.

You might also check whether the buyer made a mistake filling in their address details - use Royal Mail Postcode Finder to make sure the address actually exists.  Sometimes new buyers miss out their own house number, or mistype their postcode.

eBay rules do change sometimes.  If you're worried, you can always contact eBay Customer Support and they will tell you what the most up-to-date rules are, and let you know if there's anything else you should do.

[papso22]

You are right, as well as being reduced to a 6m article, the seller protection bit has also changed to:

Deciding the outcome when the buyer doesn't receive an item

When eBay is asked to step in and the transaction meets our eligibility requirements, we will look for:

• Evidence of successful delivery to the address provided in the Order details, or
• Proof that the buyer collected the item

So a delivery to the neighbour would not count and neither would attempted delivery.  So really seller protection has been massively reduced.  It also brings back the issue of claims followed by collection from the DO, which the attempted delivery rule was meant to overcome.

[4_bathrooms]

I missed that bit when I first read the updated policy!

However, the evidence of successful delivery bit is still there and unchanged:

So the OP is covered. Neither Royal Mail nor Parcelforce show the delivery address; RM show the responsible delivery office whilst Parcelforce only show the responsible depot.

[papso22]

I should have clicked the link!

The whole MBG has become a complete dogs dinner ☹️

[pixeldrama]

Thank you so much for the replies. 
I can't post another answer in the claim (to also paste in the tracking number), since it's the buyer's turn, but I will if they reply.

The tracking can be accessed from the order panel itself, since the label was bought through ebay and automatically updated after I posted the monitor. They could've easily clicked and seen all the updates, including the 'delivered to neighbour'.

When you click on the tracking number link above the picture (not shown) the parcelforce tracking is showing the same events, together with a proof of delivery -  the picture of the box inside the doorway. Whose doorway remains a mistery, but I really don't feel like I am at fault - as in, there is absolutely nothing that comes to mind that I could have done differently, other than just not using ebay altogether. As far as I've read, parcelforce scanners have GPS tracking on them, so they cannot scan a delivery to a different address if that address is outside of a specific range (number of metres).

 

 

[4_bathrooms]

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@pixeldrama wrote:

I can't post another answer in the claim (to also paste in the tracking number), since it's the buyer's turn, but I will if they reply.

The tracking can be accessed from the order panel itself

 

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The tracking number should be showing in the case. I have no idea if eBay automatically enters the tracking number if the postage/shipping label was purchased via eBay (they should) but if they don't there should be a specific option in the case to upload a tracking number. 

The options shown normally state "Upload a tracking number" (which becomes "Update tracking number" once one has been provided), "Contact buyer" and "Send refund". If you only ever had the options to contact the buyer or refund them it sounds like eBay had already "uploaded" the tracking number to the case. If this is what has happened I have no idea why the case hasn't been closed automatically by eBay...

Whatever you do I suggest you do not click the "Ask eBay to step in" link. Doing so rarely goes well for sellers including when they have provided the requisite information to the case. 

[pixeldrama]

I intend to do absolutely nothing about it, as you say, in terms of asking ebay for help. 

IF the buyer replies, I will tell them that I'm sorry for their inconvenience, but there is nothing I can do for them and provide the tracking number and tracking link showing the proof of delivery.

IF they wait until the 7th to open a dispute, I will see what my options are then. I will open my own claim/dispute if ebay automatically charges my account. Hopefully there is an option to do that once an order gets refunded by them without my intervention.

[papso22]

You said they had already opened a case?

[pixeldrama]

A claim. Ebay says they can open a dispute on the 7th if they are not satisfied with my answer.

[pixeldrama]

I was looking around the details of the claim. They do claim the full amount back. I saw a button to 'update tracking' in the claim options and the tracking number is already there. It even says that you cannot update once delivered. So how the hell does ebay let a buyer open this claim (they opened it after the item had updated in 'delivered')?

[papso22]

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@pixeldrama wrote:

I was looking around the details of the claim. They do claim the full amount back. I saw a button to 'update tracking' in the claim options and the tracking number is already there. It even says that you cannot update once delivered. So how the hell does ebay let a buyer open this claim (they opened it after the item had updated in 'delivered')?

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Once upon a time they prevented claims being opened in these circumstances. 

By 'dispute' in your case ebay means escalating ebay, by making a claim they have effectively already opened a dispute, so it's poor use of language by ebay.

[wyntersemporium]

Buyer bought items in December said she hadn’t received she is in Northern Ireland. 
so I asked Royal Mail to look into it for me. Lo and behold she received them five days ago.  I sent mine tracked 24 I’m literally fuming. 

[pixeldrama]

Great 😐

Well, they haven't replied yet, haven't closed the claim either. Not exactly what I would do if I were the buyer and my item hadn't arrived. Oh, unless I am a scammer, in which case it makes total sense I will do the just the required steps. 

I really wish the claim to dispute thing didn't last so many days, so that I can move forward from this, instead of imagining a picture of an incompetent google support employee gleefully pressing the refund button based on protocol (the buyer is always right) and leaving me with the puzzle on how to make it right.

/rant