An item which was clearly delivered but stolen from a doorstep

[helen-of-salisbury]

Not sure if anyone has experience of this.   I posted an item worth £75 to an address by Royal Mail 48 Hour Tracked No Signature which is insured to a value of £150.  The item was photographed as delivered in a Safe Place - my package was very clearly shown on the doorstep.  However the buyer was out and when she returned the package had been taken.  She had not nominated the doorstep as a Safe Place as she lives on a busy street and apparently the sorting office have been using agency staff due to sickness and things are not being done properly.   She filed a case as item not received and ebay immediately withheld £79 from my payouts even though I have uploaded tracking info and proof of delivery.  I have opened a Case with Royal Mail for compensation but that will take some time and they may try to wriggle out of it,  though the fault is clearly theirs.     It doesn't seem fair that the money is withheld from my payouts and apparently ebay are going to make a final decision on this shortly.  RM will no doubt take longer.  I really wanted to call ebay but can't find a number.  I called them back in October but didn't make a note of the number and now can't find it on the site.    Does anyone have a number for them ?  Would also like to know if anyone else has experienced this sort of issue?  I have had buyers claiming an item has not been received and when I have shown them proof with photograph taken by RM they have backed off.  This is a lady I have sold to before and know to be honest.  

[tobiasd4]

As long as you aided tracking to ebay when posting and to case showing delivered, ebay should close case in your favour.

Buyers issue is with RM. 

Buyer can still go through their payment provider, so keep all evidence of posting and delivery. 

I doubt RM will refund you as they can prove delivery. 

[helen-of-salisbury]

Thank you.  Very reassuring that they might likely close in my
favour.     RM delivery office have owned up to using untrained agency
staff so might refund.    Yes I have kept all info and the photo shows
the package on the buyers doorstep.