Item delivered to safe place, but buyer claims it does not exist

[chairboys_barmy_army]

Hi,

I sold a camera on eBay for £45 and sent it using eBay's label printing service, through the company MyHermes

Today I received a message from the buyer, stating that the item had been left in a bin according to the tracking number, I checked the tracking myself and this was confirmed when I checked myself - at 09:27 this morning, the parcel was left in the safe place of 'other:bin'

I contacted MyHermes on Live Chat, and they confirmed what it said on the tracking. They could offer no further help, saying that I'd have to go through eBay to get further assistance (I'll post that part of the chat at the bottom of this page)

If this is true, who on eBay do I need to contact (preferably an email contact so everything gets written down)

Thanks

(chat below)

KC: Thanks, I'll check this for you right away.
KC: The tracking in our system is showing the parcel is delivered to the address you have provided and as you are saying there is no bin at the delivery address.. I would suggest you to contact the retailer,the retailer will have a process in place to raise this investigation and they usually prefer to do this on your behalf so they are aware of the issues. Whilst the retailer is investigating this on your behalf, they'll keep you informed so you won't have to chase this. It would be best for you to let them know of this as soon as possible so we can look into it.
KC: I am sorry for mistyping , I mean I would suggest you to contact eBay as they are the retailer of your parcel.
RC: OK, I was the seller by the way, does that make any difference. I used eBay to send the parcel, or at least print the label
KC: Yes,we are unable to check the eBay parcel information due to security reasons and they will be able to check the details from their system.
KC: Is there anything else that I can help you with?
RC: No, that's all thanks. I'll try and contact them
KC: You're welcome!
KC: Thank you for contacting us at myHermes, have a good day!
You have disconnected.

[*vyolla* · Accepted solution]

Hermes are complete idiots. There's no way to get eBay involved in this. That rep you're speaking to who recommends that you take this up with eBay probably means that a buyer should take this up with the eBay seller. You should have made it clearer that you were the seller and sender of the package.

The seller organises delivery, thus any discussion should be between the buyer, seller and the courier company. 

If the buyer opens a PayPal dispute they will get a refund, or they may issue a chargeback if they funded their payment by card, this will cost you an extra £14 admin.

It's up to you to sort this out with Hermes and claim from them for leaving the item in a bin that wasn't there.

[chairboys_barmy_army · Accepted solution]

Thanks for your reply. I thought this to be the case, but wanted to confirm. Emailed My Hermes and I will see what they have to say. I suspect it will result in me refunding the buyer though