holding funds in your pending balances until the case settles.

[wbur3534]

Over Three weeks ago I sent parcel next day delivery signed for , the parcel arrived proof of delivery  , Royal Mail scan picture of  gps coordinates , but on same day it arrived to customer he stated it never arrived even on the day he tried to put a claim in with Royal Mail messaged me said I have to put claim in , I didn't of course as I have all proof it was delivered even Royal Mail confirmed it was delivered as I contacted them . The problem is eBay paid me the money but they have minus the payment till case settles but I have not heard anything from eBay or the buyer in 3 weeks . What happens now ?how long do they keep it on hold ? Any help would be appreciated thanks

[arkwebus · Accepted solution]

If a buyer claims non receipt they must open a non receipt case in the resolution centre.  If you have entered the tracking code showing delivery then that shoudl close the case.  If there is the option to enter the tracking in the case then do so.

There is the option by the buyer to escalate the case and it sounds as though he has not done so.  The case may - ultimately - time out.  

It is worth considering that "if" Royal Maildelivered to an incorrect address tracking will still show delivered [if it is a parcel it is "scanned at doorstep"].  Thus the buyer has not got the item but will [should] lose any case

@wbur3534  

[wbur3534 · Accepted solution]

Yes tracking was added also the parcel was scanned at the door I have gps coordinates and picture from Royal Mail showing scanned at door and correct address showing up . So with all the proof of delivery I don’t understand why eBay hasn’t closed the case . Thanks for your help

[tobiasd4]

Did you add tracking to ebay when marking as posted or before estimated delivery date,

if so you case should have closed in your favour.

You can try to add to case, but often is too late.

DO NOT contact ebay, they are known to refund buyer, case will time out after 30 days,

if ebay refund buyer, you can try to appeal.

[wbur3534]

Yes I Added tracking when marked as posted the day it got posted , also have proof of it was delivered , it’s been 3 weeks now heard nothing from buyer , I even sent him the proof it was delivered and signed for