Tracking shows delivered but it hasn't been

[mwesuk]

Hi

I'm getting several sellers saying they haven't received tracked items even though tracking says it has been delivered. To be honest most of them I believe.

This is on Royal mail RM48 which only gives an update on delivery.

I contacted Royal Mail on the last one and their response was " I doubt the postman will remember where he delivered it to now" in other words, tough.

I also find that many deivered items are not shown as delivered so the royal Mail tacking system is a joke to start with.

I cant afford to keep replacing items so what is the best reposnse to offer buyers as they seem to think the seller is reposnsible for delivery in any case.

Thanks

[arkwebus]

All I can reiterate that if the buyer claims not delivered and your tracking shows as delivered then as you mntion it does not help a buyer at all...

EBay will find for you.

If there seems to be a problem with this in general [which is odd] then you might want to see if Royal Mail Investigation Section will get involved.  

In all my years I have never had a parcel go astray [though I am an intermittent seller] and I ahve never had a parcel to me fail to arrive nor needed to open a case.  It's fair to say that I have bought magic tricks which come from China at 99p without instructions but who can be bothered to do anything except feedback?

@mwesuk 

[john1297576]

If tracking does not show as delivered then why don't you make a claim on Royal Mail.

Tracking works both ways, it supports the seller against claims of not received, BUT if the tracking does not show as delivered then RM cannot refuse a claim from you.

[arkwebus]

Presumably you mean "buyers"?

The seller most certainly is responsible.  However the buyer must open a non delivery case and when you enter the tracking which shows the delivery [true or not] then it will close in your favour for once and all.  If tracking does not show delivery then the buyer escalates the case after a minimum of 8 days and you refund

No case = no refund

@mwesuk 

[mwesuk]

Thanks, tracking always shows in the cases I'm talking about

[red_magpie]

what is the best reposnse to offer buyers as they seem to think the seller is responsible for delivery in any case.

The best response is to ask buyers to open a case under eBay's money back guarantee, through the resolution centre.

EBay decides cases according to the tracking record. If it's recorded as having been delivered to the buyer's address, eBay will support the seller and they won't be required to refund the buyer. If the buyer still leaves feedback complaining about non-delivery eBay will remove this on request, if it isn't removed automatically.

If the tracking record doesn't confirm delivery, the seller is required to refund in full. EBay will process it through the case and the seller will receive a credit for the final value fee. 

[mwesuk]

In these cases the tracking always shows as delivered, that's great but if E-bay do rule in the sellers favour how does that help the buyer. I do believe most of them more than I believe that the Post Office have delivered it.
I will ask buyers to open a case in future and see how it goes but I still think it is unfair given that the postal service is so poor.
Thanks for your comments