RM tracking says delivered, but item not found and delivery instuctions not followed

[yeldarbtrebor]

I bought an item from a seller in the USA.  They used eBay's international shipping.  Tracking worked well and item arrived in UK to be  handed to Royal Mail(RM) for delivery.  I was out of the country so when I received tracking information from the RM so I asked RM to deliver to a nominated neighbour's address.  I have an email agreeing to this. 

On due day the item tracking was given as delivered and photo evidence shown.  Location was not identifiable.  I asked my nominated neighbour to check their house and garden and my house and garden as RM had said it was delivered to my safe place (which I did not ask for).  A thorough search of both properties and checking with other neighbours' did not find the item.   

I spoke to RM and they agree that something has gone very wrong and are conducting an enquiry with the local delivery office as proper processes were not followed.  Its anticipated that I will get a letter admitting liability for the loss.

My problem is that I contacted eBay outlining the situation and they said that they can't help because tracking states delivery made.  They did not listen to my full explanation e.g. RM messed up.  So I am out of pocket for a good sum of money.  Its neither my nor the sellers fault. Reading the guidance, eBay assume responsibility for delivery with their guarantee and the mistake is the Royal Mails'  They said I had to claim from RM, RM say I must claim from eBay who will then claim from RM.  How on earth do I resolve this?

[style_wise]

Please check the tracking details, does the postcode match yours? Who signed for it? (We already know the photo doesn't match your address, and that you don't have a 'safe place' nominated.) Then go back to eBay and explain that although the item was 'delivered' it was not delivered to your address. Give them any details of wrong postcode, wrong signature, wrong location photos, wrong safe place. This should be enough for eBay to sort it for you.

Do not open an Item Not Received case, as tracking shows delivered (wrongly).

If eBay won't listen to reason (which they usually do in my experience) then take your Royal Mail info and go to your payment provider instead.

[yeldarbtrebor]

Thank you for the guidance.  Royal Mail are investigating further and have said to contact the buyer with complaint references and tracking number.  I have done this.  I am sure that I am  not alone in experiencing this. You would think eBay had a process to deal with delivered (wrongly) and item not found.  The claims process is a minefield if you don't know the ins and outs.  I have also contacted eBay fully explaining the situation.  I now wait and see