Buyer has opened an item not received case but I have photo evidence and tracking to say delivered

[esorasattic]

Hello

I sent an item to a shop for a buyer as per ebay address. She waited a week and said the shop didn't have her item. I have photographic proof that it was delivered by Royal Mail. I didn't put the code on the address and she is saying the code I sent her is invalid as far as the shop is concerned. I am in contact with ebay and am waiting for the team that deals with this to get back to me. She has just sent me an email, to say she thinks I will have to refund her or resend. Am I liable >

[tobiasd4]

Did you add tracking to ebay when posting?

If yes & it shows as delivered, then add it to case & you will win.

I assume it was a click & collect store, if so ebay have to issue collection code.

Buyer has 7 days from delivery to collect item or it is disposed of.

[esorasattic]

Hello, Thank you for your answer. I did add tracking when I posted. The lady left it 7 days before collecting. She also said that ebay did not send her a collection code. And on the order details page is does not say ready for collection.

[tobiasd4]

It is up to buyers to contact eBay if they don't get collection code.

[61stephenuk]

If you didn't put the eCP code on the parcel there is no way for the store to identify it and confirm delivery with eBay to issue the collection code to the buyer.

If the buyer proves you omitted the eCP they will be refunded and you most likely will not.

• You shall ensure that the second line of the address label includes the eCP code provided when a buyer chooses Click & Collect as a delivery method (eligible 8-character unique identifier code)so that the eBay collection point can scan and identify your parcel on receipt and notify your buyer when their order is ready to collect. If the eCP code is not included in the address and the eBay collection point cannot identify your parcel, you authorise us to dispose of your item and you acknowledge that you may not be reimbursed.

[esorasattic]

Hi thanks for your reply. Yes that is the mistake I made but was told by ebay that the shop can input the ecp code which I sent to her. I am still waiting for ebay to get back to me, I guess they will refund although I was told that I may not have to. I certainly won't make that mistake again

[61stephenuk]

If the store wanted to be helpful they could enter the eCP code while the buyer is there,the buyer should then get the collection code from eBay although after this amount of time it's possible the store no longer have the item.

Certainly worth your buyer trying again,I would send her an image of the complete address label including the code so she can show the store

[esorasattic]

Hello, Yes that is what ebay told me and I passed hat on to  her. I already sent her the the complete address label with the code, she is still saying the shop are saying that the code is invalid. The shop is not being helpful, and i think the fact that she left it a week before going to collect is not helping.

[61stephenuk]

Not collecting for a week is certainly not helping the situation

How this would pan out if she opens an item not received case I don't know,you can prove delivery but she hasn't received collection code and has 7 days to collect after receiving code

Best case scenario would be eBay refund her from their own pocket and you keep payment as you have proof of delivery

[esorasattic]

Hello thank you 

She has already opened a case and I have been waiting for ebay to get back to me about this for a few days now. I contacted them 3/4 days ago and was told that a specialist team would contact me in 24-72 hours, still waiting. Spoke to someone else as soon as she opened the case who advised me to send her the code for the shop to input. I had already sent her the ecp code.  The error on my part is that I did not put that code on the parcel, so in that I am liable I guess. 

[tobiasd4]

In theory shop should have rejected parcel as no ECP code was included.

I don't know how ebay will handle this, as you proved delivery but shop couldn't log item in.

[esorasattic]

I just wanted to thank you all for your input and advice. Ebay have now closed the case and refunded the buyer themselves with no impact on me . The result I was hoping for.😊

[tobiasd4]

Good to know.

Next time make sure ECP is included on address, then as long as tracking shows delivered you are covered.

[esorasattic]

Oh yes!! I will never forget that again. Thank you for all your help, I got off lightly I think although the buyer made a mistake too but I am happy that she didn't lose out.

[61stephenuk]

Good decision by eBay,wasn't sure which way it would go 

[esorasattic]

Me neither lol.