Item not received, no refund

[thecrazyfamily007]

Bought an item. didn't receive it, asked the seller repeatedly for tracking, she opened a case and eBay closed it as apparently I have received it as they can see from my conversation, the one where I said "I haven't got it, I can't ask the Royal Mail without tracking" she didn't provide any tracking. I can't even appeal, I opened a case on PayPal now. It is not a massively expensive item but seriously, the way the seller handled this was totally out of order. I kept saying that I have not got it, I would like it as long as the weather is still hot, it is now over a week overdue!

[arkwebus · Accepted solution]

You have gone about this completely the wrong way I'm afraid.  You do not ask the seller "for tracking".  The seller cannot "open a case" and therefore eBay cannot "close it"

You have to open a "not received" case in the resolution centre [link below] and if the seller does not refund you escalate after 8 full days.  

That's it really.  You do not contact the seller.  The seller will be given the oportunity to show delivery by tracking or the 16 digit number.  If he can do so he wins the case but otherwise you will get your refund

If you have opened a case with Paypal then escalate it after just 2 days. 

@thecrazyfamily007 

[thecrazyfamily007 · Accepted solution]

Actually I have opened a case, after I got a snotty reply that she sent it and if I have an issue I should contact the Royal Mail, then she kept on saying she sent it and posted a tracking that didn't work and was the item number, then I get this message "The seller asked us to review this case and make a final decision" and a few minutes later that they see from the conversation that I got the item.
Apparently the seller can contact them

[fargvs · Accepted solution]

Continue with the PayPal case if it is still open ? ... they are known to check any tracking details very thoroughly before making a decision ... however, if tracking proves delivery to your address given in PayPal, you cannot win the case.

[thecrazyfamily007 · Accepted solution]

No, there is no tracking, it only goes back to the order details, I kept asking her again and again to please give me tracking, she claims there is none. I managed to contact them through chat and eBay said they will refund me, apparently somebody checked. I have no idea how they came to the idea that I confirmed receipt

[thecrazyfamily007 · Accepted solution]

@arkwebus in the past it had happened a few times that somebody totally forgot to bring it to the post office, so when I politely contacted them with "Could you please check where it is as it hasn't arrived yet", often there was the reply "Sorry, meant to post it but totally forgot to", I thought it would be a bit more polite than opening a case, I was just totally floored by the reply that there is none and if I don't get something, I should deal with the RM. In the future I won't bother with contacting a seller.

[john1297576]

What good would tracking do for you? It is the sellers responsibility to get the item to you, and unless they can prove delivery then they refund and if they have a proof of posy=ting then they claim off Royal Mail.

The only case a seller can open is for Unpaid so what you mean by Seller opened a case I don't know.

It is time you read the Money Back Guarantee which is on the top right of every listing, as you have made a simple operation as difficult for yourself as possible.

[arkwebus]

Thank you I can see that you opened a case with Paypal which should still work.  Do not forget to escalate after just 2 days.

You did not say that you had opened an ebay case.  If that happens again do not contact the seller; tracking is for the seller's benefit.  It is not possible for the seller to "open a case" and if you open a case she will be asked to prove delivery by tracking.  She may have done that;  it is just that "prove delivery" which does not mean necessarily "prove delivery to you"

@thecrazyfamily007 

[rusticrye]

As others have said, there is nothing a seller could have opened a case for - only you can open an Item Not Received case. Which will automatically close in the seller's favour if the seller has tracking proving delivery. That you may not have received the item is irrelevant - if tracking proves delivery, that's it as far as the seller and Ebay are concerned. That's the whole point of tracking. The seller can't refund you, or be made to refund you, because they can't lodge a claim with the carrier for their loss - because tracking proves delivery. 

If this is what has happened, you won't win a PayPal case either, obviously. If checking around the property, and with family members and near neighbours doesn't turn the package up (though it almost always does), you will have to contact the carrier to find out where they left it. If they've misdelivered (it happens) and can't retrieve the package, they, the carrier will have to compensate you.

@thecrazyfamily007 

[thecrazyfamily007]

@rusticrye as I have said OVER AND OVER, there is NO TRACKING, let me repeat, NO TRACKING, I kept on asking for it as I wondered if it might be stuck in transport, she claimed she proof of postage but it was sent without any tracking (which seems odd), I opened the case, she had eBay call her back and must have claimed that I said I got it as the case was closed due to me confirming in the conversation that I received the item, I kept on telling her without any tracking and just her word that she sent it, I can't chase up the RM.

Instead of repeating the same thing over and over again, why don't I just copy and paste the mails from eBay? I would love to load up screenshots...

I opened a case as the seller was really snotty and claimed there is no tracking and it isn't her problem, she uploaded something that looked like a tracking number but the RM didn't recognize, then I get an email from ebay:

"The seller asked us to review this case and make a final decision

Hi Gary,

The seller has asked eBay Customer Service to review this case and make a final decision.

We'll review the case details, such as messages sent in the Resolution Center about this case and other emails sent through eBay between you and the seller. If we have questions, we'll get in touch with you. We'll get back to you within 48 hours."

The seller sent a few snotty mails about how stupid I am to ask for tracking when I only buy a T-shirt and she didn't offer tracking, I said all items seem to be tracked and I just want the T-shirt.

Literally 10 minutes after getting the 1st mail I get this mail

This case is now closed

Hi Gary,

Based on your communications with the seller, we see that you received the item.

After reviewing all the details of this case, we determined that you won't receive a refund.

_____

Based on my "communication" where I kept on saying "I can't check anything with the RM without a tracking number"

After that I managed to get hold of chat, where they then decided to issue a refund from eBay after one chat agent put me forward to another one. They sent me a chat transcript, I copy and paste from that too:


09:18:47 UTC Carlo

Please stay on the chat, I will transfer you now.

09:19:21 UTC Pankaj

Welcome to eBay Live Help. My name is Pankaj. Please allow me a 2-3 minutes to review your previous chat.

09:20:38 UTC thecrazyfamily007

OK

09:20:58 UTC Pankaj

Hi Gary,

09:22:05 UTC thecrazyfamily007

Hi, I am really angry, I tried to ask the seller repeatedly for info, nothing, look, heat wave, that is why I bought the item, it has not arrived, seller just accuses me of being unreasonable, all I want is my item

09:22:39 UTC Pankaj

I am sorry to know the item you purchased did not arrive.

09:23:01 UTC thecrazyfamily007

I know it was cheap, postage was about 3 times as much, but if I don't get it and keep on saying so and somebody on your end claims they see from the conversation I have it...

09:23:32 UTC Pankaj

Please allow me couple of minutes while I check the details for you.

09:23:47 UTC thecrazyfamily007

OK, I get a coffee

09:24:32 UTC thecrazyfamily007

I contacted the seller first as sometimes they are a bit late bringing things to the post office, hoped this was the case and she forgot

09:25:16 UTC thecrazyfamily007

In the future I will not contact sellers anymore, as apparently this counts against me

09:26:28 UTC Pankaj

Yes actually as I checked and see that the item was not received but the case was closed as confirmed receipt.

09:27:21 UTC thecrazyfamily007

How can I confirm receipt when I opened a case that I didn't get it and kept on saying so?

09:27:40 UTC Pankaj

I understand. No worries as I am here to assit you.

09:27:42 UTC Pankaj

assist *

09:28:14 UTC Pankaj

I have granted your appeal and have refunded you. You will receive the refund in next 24-48 hours back to PayPAl.

09:28:55 UTC thecrazyfamily007

Thank you, but I think it might be best if I do not talk to sellers anymore if an item is late?

09:29:04 UTC Pankaj

I hope this helps. I am glad to make this right for you.

09:29:23 UTC Pankaj

Yes even if the item arrives , you get this refund from our side and do not have to contact seller.

09:29:39 UTC thecrazyfamily007

I totally understand items can go missing, but a seller who goes "Chase it up with the Royal Mail, not my problem" really is annoying

09:30:17 UTC thecrazyfamily007

I had items I sent going lost, I went to the post office and filled out a claim with my receipt and they refunded, as buyer I can't do that

09:30:29 UTC Pankaj

Exactly as to be honest the sender has to face that hassle not buyer.

09:31:16 UTC Pankaj

I am sorry that the wrong decision was made without confirmation.

[papso22]

Less communication, less chance of confusion.

[arkwebus]

The seller may not have sent "you" the tracking but it has to be entered by her into the case that has been opened.   If she does not enter tracking [or the 16 digit scanned at doorstep number for 1st and 2nd parcels] then she will not win the case.   It is dealt with by her and eBay; you are not involved.  

@fargvs 

@thecrazyfamily007