Simple Delivery item gone missing

[gnosemalf]

I'm in a bit of a predicament. My partner ordered a £75 item from a private seller a week or so before going into hospital which she thought was going to be one or two nights - it now looks like it could be two weeks and she is barely able to hold a conversation with me let alone chase anything up.

She mentioned it to me and I checked her eBay account on her iPad and it said that it had been delivered by Evri on 7th May but there is no sign of it. I tried to obtain proof of delivery by entering our postcode on their website but it said that the postcode was incorrect. I checked that the postcode on the order details was right and it was the same - so despite it saying it was delivered to supposedly the correct postcode, I can't see proof of delivery.

Yesterday whilst visiting her in hospital, I sent a message to the seller via her account, informing them who I was and the situation but when I visited today and checked her messages, there was nothing from the seller but a response saying that because the item had been sent via Simple Delivery, it had to be dealt with by eBay customer services.

I actually had an Evri delivery today and the driver knows the area well. I had hoped that he might be able to trace the proof of delivery without having to enter the postcode but he said that he couldn't.

What can I do if my partner is too unwell to deal with this?

[fargvs]

Open an 'Item not received' case on her behalf and assist in following through to case completion >

https://www.ebay.co.uk/help/buying/returns-items-not-received-refunds-buyers/return-item-refund?id=4...

https://pages.ebay.co.uk/ebay-money-back-guarantee/

[gnosemalf]

In my experience, if an item is marked as delivered, it is very difficult to persuade eBay otherwise.

[str11p]

Can you access her email?

Last time (April) I had a Evri Simple Delivery, I received an email from them with title - "We've delivered your eBay Simple Delivery parcel" and it had a map of where it had been delivered to.

[gnosemalf]

I don't think there was anything in her e-mail but I'll check when I visit her tomorrow night.

[nigel_paul_wright7557]

I got an email today saying 2 items delivered.

Nothing on door step or in my porch.

I looked up EVRI tracking number and it showed delivered to same number as mine around the corner on a different street. It showed a picture of the items next to a red bike.

So I went around to next street and the items were next to a red bike underneath a tarpaulin.

I was surprised EVRI messed it up because same driver has delivered to me numerous times ok.

[papso22]

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@gnosemalf wrote:

In my experience, if an item is marked as delivered, it is very difficult to persuade eBay otherwise.

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This is true,  but you have to start the process. 

[lucy_farmer]

'was surprised EVRI messed it up because same driver has delivered to me numerous times ok.'

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'Same driver' was probably on holiday, off sick or something..... stand in evri drivers are notorious for making a mess of things.

[asleepingdragon]

Same driver' was probably on holiday, off sick or something..... stand in evri drivers are notorious for making a mess of things.

This is a horrible accusation to make.  I bet you wouldn't say it to a driver's face.

[gnosemalf]

I haven't really had much time to think about this as things haven't gone as well as hoped at hospital but have tried to get my girlfriend to phone eBay.

The problem is that the suggested time to phone eBay (when the Irish staff will answer), around 8.00am is when the morning rounds occur and the hospital is so far away as to make it impractical for me to get there then.

It doesn't matter which way I try to get proof of delivery, photo or map, the page asks for the postcode and our postcode is rejected. The seller has not responded at all but a block of text follows the message I sent saying that as it was a Simple delivery, she needs to contact eBay. It's stupid because all we need is the seller to let us know where it was sent including the postcode and we might have some clue where it is but eBay seems to be gatekeeping us from the seller.

[jonatjonatjonat]

Sounds simple - but have you checked the postcode that was on the order is correct (ie the one provided by your girlfriend).

Unfortunately, if you aren't getting anywhere with the seller to provide the postcode they sent it to you could try to open an item not received with ebay - but ebay tend to believe tracking if it shows delivery (though I do believe they would also want to see evidence the postcode on the evri tracking matches that on the order (which the seller would need to provide as part of the case) - if the postcode evidence wasn't there - you might find ebay side with you.

beyond that you'd be looking at going to the payment provider - so it will depend who that was.

[str11p]

I hope your partner is getting better.

Did you check her email as per msg 4?

You can contact ebay any time, I assume Irish staff work standard Irish hours; but at any time of the day you might get someone from further away working their business hours. And if you are not getting anywhere with an agent - you can politely end the call and try again, hopefully getting someone else. Irish or UK staff, in general have a better understanding of Simple Delivery as most other countries don't use it. (I don't think Ireland uses it, but they handle a number of UK calls).

You can open a not received case - ebay will probably close it as it's tracked delivered. You can then try to persuade ebay customer services that as the tracking is not to your postcode they are not following their money back guarantee policy - see attached screenshot. This will quite likely not be easy and may take several attempts, and still not be successful. If that goes nowhere, if it were me, I would either ask on the Wednesday chat with the reps here or proceed to a chargeback e.g. with PayPal/credit card.

Using your partner's account, try going to the seller's feedback or profile page, and select the contact/send message option there. Select "This is not about an item" (or similar) and type your message. I suggest describing the item but not including the item nor order number. If they have lots of similar items, you could provide the sale date.

You shouldn't name the seller here - but what does their recent feedback as a seller look like? Other buyers happy or having problems; or none etc.?

[gnosemalf]

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@jonatjonatjonat wrote:

Sounds simple - but have you checked the postcode that was on the order is correct (ie the one provided by your girlfriend).

Unfortunately, if you aren't getting anywhere with the seller to provide the postcode they sent it to you could try to open an item not received with ebay - but ebay tend to believe tracking if it shows delivery (though I do believe they would also want to see evidence the postcode on the evri tracking matches that on the order (which the seller would need to provide as part of the case) - if the postcode evidence wasn't there - you might find ebay side with you.

beyond that you'd be looking at going to the payment provider - so it will depend who that was.

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All these points have been covered. I said in the OP that 'I checked that the postcode on the order details was right and it was the same'. The eBay 'tracking says delivered' problem is getting old - the problem is that our postcode is not accepted by Evri's tracking. Fortunately, she paid by PayPal so that may be the last resort.

Comment: I'm sick of the lack of accountability that eBay's trysts with other companies causes, especially Evri. Evri time, a new level of enxxxxification.

[gnosemalf]

Thanks.

Yes, I check her e-mail with her every time I visit - every evening. She only gets an eBay notification e-Mail when there is a message.

I'll look at the seller's feedback tonight. Given her situation, it's something that can get forgotten until I'm getting into my car and it's too late - there is a road closure every night that I have to beat on my way home.

The biggest frustration is that she's too sick to deal with it and I don't have the authority to deal with it otherwise I wouldn't be on here until I had exhausted the options I could imagine.

[jonatjonatjonat]

You could still open an item not received with ebay - as it would be on the seller to update the case with evidence.

if they can't provide evidence it was delivered to your postcode, which going on the fact you can't access the evri tracking with your postcode suggests the seller would have the same issue - then the case should close in your favour.

You'd still have the fallback of working with the payment provider.

[str11p]

You've specifically searched for any email (not ebay messages) "We've delivered your eBay Simple Delivery parcel" from a few weeks ago?

The whole thing is clearly quite difficult. Perhaps just go straight to the the Wednesday chat option or chargeback (which may not be successful).

It's certainly possible Evri have made some mistake. You've not had any response from the seller - it's also quite possibly their mistake or deliberate action.

I doubt me writing any more is going to help by the sounds of it.

[gnosemalf]

Yes, her e-mail. Mail app on her iPad.

[gnosemalf]

Hopefully, my girlfriend will be home next week so maybe we can make a joint phone call to eBay if she can't call on her own.

In the meantime, I tried to contact the seller from my own account explaining what has happened asking them to contact my girlfriend but they have not replied to either of us.

[jonatjonatjonat]

Unsure why you haven’t at least entertained an item not received case.

as advised if there is no evidence of delivery to your postcode (and an Evri tracker that no one can access would fit that bill) there’s a chance eBay would find in your favour.

[gnosemalf]

The Evri tracking can be accessed, it says it was delivered, but accessing the proof of delivery requires the postcode which, when entered, is rejected. Hence the need for a conversation because as far as eBay is concerned, it was delivered. I don't trust the bots.