Loophole found in False Claims for 'Item Not Received'!

[sdes2617]

Hi,

There is one issue that I am experiencing as a Seller on eBay which I hope that you as an Organisation can help with and perhaps speak to Royal Mail on behalf of your Sellers please? As I am just one voice and I don’t think that Royal Mail will entertain my complaint?

The problem is, that sometimes when I post Items to eBay Buyers as Signed For with Tracking numbers that often in my experience, some Tracking Number don’t get updated by the postmen/women as being delivered when they have been Delivered, but instead this message is left shown on tracking number indefinitely as “An update will only be provided when we attempt to deliver your item”.

As for other Tracking Numbers that can’t be Tracked and Traced on Royal Mail system and are presumably Lost and Not Delivered. You get this message instead, “Sorry - we don't recognise that number. Please check the information below to make sure your tracking code is correct.”

I know this, because I have experienced both and have lost a lot of money in Refunds as a result due to Buyers claiming for ‘Item Not Received’. Until on few occasions some honest Buyers either left me positive feedback or emailed me to say thank you and their item has been received even though this message: “An update will only be provided when we attempt to deliver your item”, was still showing against the tracking number of that particular Item that they have bought. When I was expecting them to file a claim for ‘Item Not Received’, which made me cry for joy for their honesty.

This finding has alerted my curiosity and kept a watchful eye on this Loophole which unfortunately some unscrupulous Buyers still exploit this loophole and make false claims even though the Item was delivered to them, knowing that if the Tracking Number doesn’t show Delivered and Signature, eBay Policy is on their side. I’m not expecting much, but just thought to make you aware of the above Loophole. Thank you for reading this and if there is anything that you can do to help with the above, would be extremely appreciated. Kind regards, Sarah.     

[red_magpie · Accepted solution]

There's no-one here from eBay, just other members like yourself.

I'm afraid that there is no realistic possibility of persuading eBay to make any complaint to Royal Mail on behalf of sellers, or buyers.

As you know, when delivery is disputed eBay decides the case entirely on the tracking record. As you correctly say, this makes both buyers and sellers vulnerable to any errors or omissions in the tracking details recorded, whether from RM or couriers. A very large number of questions we receive here are about disputed tracking records.

Much as we may sympathise, this answer centre is intended for answers to individual trading issues. If you want to start a wider debate on failures of the tracking system, and what could be done about this, it would be better to repost your concerns on the selllers' board.

p.s. having belatedly looked at your current items for sale, one thing you can definitely do is use RM special delivery for higher value items. You're still listing some items for several hundred pounds, with delivery by 1st or 2nd class post. Not only will this leave you with no postal insurance, but failures of the tracking system are almost unheard of with special delivery. This is a premium, separate service for valuables and items are both handled and recorded MUCH more carefully than the ordinary post.

[sdes2617 · Accepted solution]

Thank you so much for your reply. I just had to share this with someone and
thought that other Sellers might be experiencing the same thing??

Thanks again for your help!
Kind regards,
Sarah.

[red_magpie · Accepted solution]

Thanks, Sarah - but please see my postcript!