Returned Item Not delivered

[blacknell]

Hi all, I purchased an item and when received it was nothing like the description. I started a return, which the seller accepted and I returned the item using the label provided by eBay. Shortly after posting the seller got in touch and asked me which address I returned it to. I said the one on the eBay label and they said that's incorrect and that they'll 'speak to royal Mail'. I'm checking the tracking and it says 'delivery attempted, address inaccesible'. What happens if the seller doesn't receive the item, will I receive a refund? Thanks in advance.

[tressygirl]

That's their problem not yours.

All members are responsible for keeping their personal details updated and correct especially address details for delivery and returns.

If you used the label eBay issued through the case details,  you acted correctly, and the tracking would have been registered at time of posting.

When you see the item has been delivered,  the seller has 48 hours to refund you,  if they don't,  you must escalate the case, and eBay step in and force the refund.

Don't close the case for any reason or excuse the seller may give,  and don't forget to escalate.

You may send the seller a polite message explaining you followed eBay's rules correctly , posting to the name and address they provided, which can only be taken from the address the seller has registered on their eBay account.

@blacknell 

[blacknell]

Thanks for the reply 😁. What happens if it doesn't / can't get delivered tho?

[tressygirl]

Tracking showing it was posted, it should arrive at its destination albeit the seller is saying it's the wrong one, which is their error in not updating account details.

Keep a watch on that tracking,  let 2 full business days pass, and then escalate if not refunded beforehand.

@blacknell 

[blacknell]

The tracking says 'delivery attempted', so it's not been delivered + there's no option to escalate on the return (at present). It was posted last Friday. I can see it coming back to me.....

[tressygirl]

That's fine,  delivery attempted in eBay's eyes,  is the same as delivery.

Wait 48 hours,   as said I don't think the coming weekend being non business days counts, and this is timed to the second.

Keep checking the case,  watch out for that option to escalate,  eBay will step in and refund you.

Don't close it early no matter what the seller says, and again,  don't forget to escalate.

@blacknell 

[ed_58611]

Good advice on all counts.

Would I be correct in believing that the seller would have been notified by an email from Royal Mail of the deilvery date & time of the Tracked 48 return?

[blacknell]

I would assume so. Royal Mail have tried (and failed) to deliver. This says to me Royal Mail still have the item.

[tressygirl]

Now, I wouldn't bet my last rolo on this one,  sellers can have communication preferences switched off to receive certain communication, but once the item has been sent, the seller is notified of time of posting and that tracking number,  so they can check for themselves.

If I was a ' betting man',  I would say that yes,  eBay would send a message to say item delivered on ** date and time.

Perhaps someone can kindly come along who has been in this situation,  to confirm this.  🙂

@ed_58611 

[ed_58611]

They will retain the parcel and make another attempt. 

You will be able to follow the progress by entering the tracking number into the RM Track and Trace page online.

[ed_58611]

Not from  eBay but from RM themselves... I've actually just checked the blurb and it does say "SMS or email notifications to recipients*"

https://www.royalmail.com/sending/uk/tracked-48

[tressygirl]

In which case another attempt may be made on information for the recipient to suggest another  convenient delivery date , or to pick the item up from their sorting office, it's usually kept there for 18 days.

For the eBay case and the OP,  any attempted delivery counts for a ' delivery',  so tracking entered into any case the buyer may open , will close it in the seller's favour.

@ed_58611 

[ed_58611]

The OP is the buyer so the case should be closed in his favour, as the tracking will show when the parcel was sent and when a delivery was attempted at the address provided by the seller.

As you rightly said beforehand, the OP is covered on all counts and can wait for his refund with confidence.

[tressygirl]

My bad,  @ed_58611 ,   it's been a long thread,  and I didn't scroll up to the beginning to see who's who !  😑

[m25jet · Accepted solution]

To be honest if the seller has provided an incorrect return address for the item to be sent to then that's his/her problem, and not one that you need to worry about.  So long as the tracking shows attempted or successful delivery to the address provided on the eBay Returns Label eBay then even if the seller fails to refund your money voluntarily, once you escalate the case to eBay for them to deal with, eBay will force a total refund of the money that you paid for the item, regardless of whether the seller agrees with this decision or not.

Should you decide to leave feedback for the seller in relation to this transaction don't say anything about having to open an eBay case in order to get your money back.  The reason for this is that if you were to do so the seller could potentially end up contacting eBay Customer Services and request that your feedback is removed due to a breach of eBay's feedback rules, as you're not allowed to make reference to an eBay case being opened when leaving feedback, even if you are telling the truth.  In that scenario eBay would probably agree to the seller's request and delete your feedback, which defeats the purpose of leaving it in the first place.

[simondiamondsea]

Me too.Item late due to address 'inaccessible'