Item not in parcel, please help, what to do next.

[amiiibo]

I recently purchased an item on eBay, but it arrived with only a small accessory in the box—the main item was missing. The weight listed on the proof of postage is 100g heavier than the parcel I received, so it must have been removed at some point during the postal process.

I contacted the seller, who informed me that the issue was something I would need to take up with Royal Mail. However, when I contacted Royal Mail, they explained that for tracked 48-hour items, it is the seller who must file a claim for compensation.

I read online that I would need to open an "item not as described" case, as I couldn't open an "item not received" case since the tracking number would show the parcel as delivered.

The seller eventually agreed to file a claim with Royal Mail but stated that they would only issue a refund if and when their claim is successful.

I believe I should be covered by the eBay Money Back Guarantee. The seller should refund me first and then pursue their claim with Royal Mail.

What should I do next? I’m feeling very anxious about this situation, as the item was intended as a present, and I’m upset about the possibility of losing my money if their claim is rejected.

[myriad*seller · Accepted solution]

Open the case

Seller has 3 days to send you a pre-paid return label or a refund

Once you have the label, return the item  await your refund

If the seller does not provide a label, 4 days after you open the case, click the "ask eBay to step in" option and eBay will either provide the label or refund you without requiring return of the item

Your refund is guaranteed if you follow the case procedure in full 

[naughty_neena]

You need to open a case now.

Dont let the seller drag it out past the 30 day deadline.

[amiiibo]

Thank you. The seller expressed frustration when I opened the not as described case, stating that they would not accept a return request and that I would need to wait until their Royal Mail claim was resolved, if successful.

This entire process has been extremely stressful and has left me feeling very anxious.

[papso22]

You do not need to wait for the seller to claim against RM.

It is very unusual for RM staff to tamper with parcels, and if it happened by accident it goes in a clear bag.

Is there any sign of tampering with the package?

[tressygirl]

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@amiiibo wrote:

Thank you. The seller expressed frustration when I opened the not as described case, stating that they would not accept a return request and that I would need to wait until their Royal Mail claim was resolved, if successful.

This entire process has been extremely stressful and has left me feeling very anxious.

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@papso22  is correct the seller has to refund you first,  then fight their claim with RM.

Listen no more to the seller's excuses and ' frustration' ,open the case, and   they Do Not offer you a refund 'only if the claim is successful with RM ',  they certainly have not read the rules of selling,  or eBay's MBG,  Money Back Guarantee policy.

Open the case for item not as decribed now, selecting the reason... Does Not Match Description or Photos, and escalate after 4 days if the seller does not refund beforehand.

Do not close the case early no matter what the seller says,  and do not forget to escalate.

@amiiibo 

[amiiibo]

The parcel was sealed with brown tape and had clear tape on top. Since I often reuse parcels without always removing the old tape, I didn’t think much of it. However, it has clearly been tampered with after being accepted into the postal system, as evidenced by the weight discrepancy between the proof of postage and what I ultimately received.

[tressygirl]

Have you opened the case?  If not do so now.

@amiiibo 

[amiiibo]

Yes, I have opened a “not as described” case. 

[amiiibo]

Update: eBay has asked me to report it to the police! Has this happened to anyone else?

We know it's disappointing when a purchase you’ve been expecting shows up empty or missing items.


To allow us to proceed with your eBay Money Back Guarantee case, we need you to report the matter to the police through Action Fraud. This report can be filed for free online and confirms that the issue has been reported to the relevant authorities.

Please go to https://www.actionfraud.police.uk/ to log the report and obtain an Action Fraud reference number.

Once you file the incident report, you can download a copy and save it. After the report is saved, upload it via our document uploader

[plum993]

Ebay can ask for additional info/documentation in some cases,especially if a seller appeals!

Just follow through with what ebay are asking of you,and they may well also extend the 30 day MBG time frame for you.

Any refund will go back to source

[naughty_neena]

"Sellers thoughts"

If I appeal the case, Ebay will ask the buyer to report to action fraud,

The buyer might think its not worth the hassle and forget about it.

As plum993 says ebay may extend the 30 day MBG especially as it is over Christmas holidays

[amiiibo]

Thank you everyone for all your advice and help.

It was a stressful process but the refund has been approved! 😀