returned parcel not received

[legge1963]

hi 

i returned a parcel on 23rd feb through royal mail and it still hasnt been received by the seller.  I'vebeen in contact with the seller and they have confirmed they haven't received it.  It was sent on the same day as another parcel to a different address and this was received with no problem.  What steps do I have now to see what's happened to it?  The tracking just still says in transit, but it's been in transit now for over a week!!

[tressygirl · Accepted solution]

Duplicate question

[legge1963 · Accepted solution]

hi

Sorry. Well i've now tracked my parcel on Royal Mail and it was delivered on 26th Feb, but is still saying in transit when I check on here. I have emailed the seller back and attached the proof of delivery and asked for a refund to be sent ASAP. They are still saying they haven't received it

[tressygirl · Accepted solution]

Ok so now you need to open that case for item not as described, enter those tracking numbers, and escalate on day 9 for a refund.

Do not close the case early on any promise of a refund, let it run the full 8 days, and if it is not resolved in that time, do not forget to escalate.

[legge1963 · Accepted solution]

Aww thank you i will do that now thanks for all your help

[legge1963 · Accepted solution]

oh god it wont let me start a case, it just keeps saying "a return request is open for this item" and there's no option to go any further, just keeps sending me to the help sections asking me what i need help with!!. It's absolutely drivin me mad now as i just cant seem to get this sorted with anyone in any way (apart from all your help and advice). And yet still my parcel was delivered on 26th Feb!!!

[tressygirl · Accepted solution]

That's ok, if you have opened a returns case you cannot open another, enter those tracking numbers into the open case, and you have to wait 8 full days from opening the case for the option to escalate to appear. Then on day 9 escalate to eBay for your refund.

Do not close the case early before you get your refund, and do not forget to escalate.

[legge1963 · Accepted solution]

I've just rang them in the end and he looked at the royal mail tracker as well and could see what i had told him. I have to ring back on Tuesday if I haven't had a refund. Bit long winded, but its noted now. Thanks for all your help.

[tressygirl · Accepted solution]

Who told you to call who?? When a case is opened you do need to follow the instructions there, if you do not escalate in time, and be fobbed off with phone calls, the case will close and you cannot open another with eBay. Enter those tracking details, call by all means, but do not close the case, and DO NOT forget to escalate on day 9.

[legge1963 · Accepted solution]

Ok will do thanks