Ebay shutl, Ebay money guarantee and PAYPAL mismatches policies

[mazordanuk]

Shutl policy for lost item - up to 30 days from postage.

Ebay policy for lost item - up to 30 days from estimate delivery time.

PAYPAL - up to 180 days.

This mean if SHUTL (Ebay) losts an item, after 30 days the buyer get the money from the seller and SHUTL, Ebay and PAYPAL have nothing to do / lost.

Is it fair?

[mazordanuk]

To corred, Shutl is an Ebay company.

[corred]

It is an independent courier booking service & partner to eBay but works with many other companies....it does not even handle packages....it books services with couriers...generally Hermes

[mazordanuk]

So actually, it seems as the seller needs to track all his delivered items to make sure nothing pass the 30 days. It will really painful for shops...

[mazordanuk]

Thanks for all the responses.

I think Ebay and Paypal as act of accepting doing good for the sellers, can advice that by purchase item with a specific delivery method both the buyer and the seller will bind by the delivery policy. E.g. 30 / 80 days.

[corred]

@mazordanuk

The problem is that the Paypal date is set by UK banking legislation allowing 180 days

[red_magpie · Accepted solution]

That is absolutely correct.

I have said for ages that it's grossly unfair on sellers for PayPal to allow buyers to wait for 180 days - almost 6 months!! - before reporting that an item hasn't been received.

Royal Mail won't accept any claim for lost post after such a long time, and neither will any courier. So if an item was genuinely lost in transit the seller has to refund the buyer in full, but can't claim anything back from RM or the courier.

We can all see that international surface delivery call for extended cover. But for ordinary domestic deliveries within the UK, why shouldn't buyers be required to report non-delivery within the time limits specified by RM and couriers?

There's no realistic answer to this question, except that eBay / PayPal couldn't care less about sellers.

[angelah1847]

Policies are not mismatched and you're confusing things.

Paypal's policy does not have to match ebay's policy.  They are 2 separate companies. Paypal services numerous businesses and they changed their policy for buyers a few years to be able to make a claim up to 180 days due the increase in purchases from overseas sellers.

Ebay's policy is linked to their money back guarantee in that a buyer can open a case up to 30 days from the estimated date of delivery. Whether the seller has used Shutl or shipped their packages by another method if they cannot prove delivery then they refund the buyer and then make a claim to the carrier.

Shutl - Claims for lost parcels cannot be made until 2 days after the last expected delivery date, and must be made within 30 days from when the parcel was dispatched.  The claim would be made by the seller not the buyer.

So how do you work out that a buyer would be refunded by both the seller and by Shutl?

[corred]

@mazordanuk

SHUTL are not eBay....they are simply a parcel booking service which partners with eBay

I cannot think of a single SHUTL service which would have a delivery time of over 30 days.....but it is 30 days from the last estimated delivery date anyway

SHUTL would only refund the seller not the buyer

[mazordanuk]

Options
To corred, Shutl is an Ebay company.

[mazordanuk]

From Shutl - you won't unfortunately be able to open a claim for parcel xxx as it must be submitted within 30 days of shipment date to be approved. Ebay is 30 days from an estimate date of delivery, diff of 7 days.

[corred]

With SHUTL the chances are with 99% of items they are excluded from cover anyway.....so the simple answer.....do not use SHUTL......I NEVER HAVE

You claim from SHUTL not eBay

If you purchased the shipping via eBay then Hermes are not liable as the service was organised via SHUTL & it is they who MAY compensate you BUT the number of things they do not cover is more than what they do cover & the max compensation IF they pay is £25

https://support.shutl.com/hc/en-gb/articles/115004275669-Claims-and-compensation


• No compensation list
•
• The following items are excluded from compensation in the event of loss or damage:
• Antiques (objects over 100 years old)
• Items that are included on the Prohibited Items list, such as any dangerous, hazardous or prohibited goods (as detailed in our Prohibited Items section)
• Sharp instruments eg. knives, gardening and household tools regardless of how they were packaged
• Articles made largely or wholly of gold, silver or other precious metals
• Ceramic or composite items of any description including without limitation glass, mirrored items, crystal, ceramics, porcelain, plaster, marble, china, stone, slate, resin, granite, concrete (or any item containing these materials)
• Cameras
• Items which have been strapped together
• Diamonds and other precious stones
• Electrical or electronic items (Monitors, mini fridges, lamps with glass or ceramics, tablets greater than 12 inches, printers containing ink or toner)
• Food items
• Fire Extinguishers
• Fossils, Stones, Stoneware
• Furniture (Unless flat packed)
• Items made wholly or partly of glass
• Jewellery (Antique items, any items over liability limits)
• Kitchen appliances (white goods/coffee machines/microwaves etc.)
• Lighting
• Paintings / canvas prints
• Spectacles
• Telescopes
• Watches (Antique items, any items over liability limits)
• Liquids
• Marble or any stone derivative
• Bankers' drafts
• Current bank notes
• Currency notes or coins
• Credit cards / debit cards
• Uncrossed postal orders which do not state to whom they are to be paid
• Cheques or dividend warrants which are uncrossed and made payable to the bearer
• Bearer securities including share warrants
• Scripts or subscription certificates
• Bonds or relative coupons un-franked postage or revenue stamps (except a revenue stamp embossed or impressed on an instrument which has been executed)
• Coupons, Vouchers, Tokens, Stamps
• Lottery tickets, scratch cards or similar
• Items which can be exchanged by themselves or with any other item for money or goods or services. For example, gift cards or certificates.
• National insurance stamps
• All tickets including travel and events
• Musical instrument hard cases and suitcases when used as external packaging
• Musical instruments
• Negotiable documents
• Perishable goods
• Plants, seeds, flowers, and plant derivatives
• Prescribed drugs
• Real fur
• Resin items, amber and composites
• SIM cards
• Tobacco and Tobacco products

[corred]

I should also add you only get 80 days to claim from Royal Mail & other couriers probably much less

[mazordanuk]

If the buyer can claim back the money from Paypal up to 180 days for non received item and the seller will lost the item, postage cost, ebay and paypal fee and the money received by the buyer then at least the seller can open a case in Paypal against the courier (Shutl) as not received the good, too. You will still lost the item and the fees but recover the shipment cost which actually not need to be paid.

[mazordanuk]

Many thanks for all the responses. The lesson learnt is to review the postage label page for the delivery status every two weeks. Something Ebay can help as more.