delivery - pending

[beanie-2011]

i am a seller and sent a parcel on 03/03 and the tracking is still saying that this has not been delivered as of 06/03 and to give it 24hrs but 9 days have gone since.

customer is emailing asking what is happening.  i have tried to contact the courier but not getting anywhere fast.  i.e long waiting queues on the phone only tobe cut off and i then tried contacting packlink and again all electronically only, i've  given info of parcel and now waiting to hear back with what's happened to the parcel.

can someone let me know where i stand between myself and the customer and what i need to do now - thank you

[red_magpie · Accepted solution]

Your customer has been very patient, they could have opened an "item not received" case under eBay's money back guarantee the day after the latest estimated delivery date.

You must expect that they will do this soon. When they do, if the item has still not been delivered you will be required to respond within three working days to confirm a refund. If you don't, eBay will enforce it and you will be penalised with a defect on your account, and will forfeit any return of fees.

EBay's decision will be based entirely on the postal tracking record. I hope that you uploaded this when marking the item as dispatched? If not, this MUST be done before the buyer opens a case, as without the tracking number eBay would automatically find in the buyer's favour. To upload it, see: https://www.ebay.co.uk/help/selling/posting-items/tracking-items-youve-sold?id=4088

[redwick1]

If they opened a not received dispute which is what they have a right to do then you will have to refund in full

They can open it one day after the latest estimated day of delivery on the listing.

You then claim from the courier and if you are lucky you get your money back.