Buyer says item was stolen from doorstep after yodel delivery

[trace-ken]

My buyer says he thinks the item I sent through yodel was delivered and that it is stolen. I have a delivery receipt. He has lodged a not received through eBay and they have said I need to resolve it. Do I need to contact yodel? Or do something through eBay as I have upheld my part of the sale? What exactly happens in this situation?

[**peaseblossom**]

Did you use Simple Delivery?   Because if you did and the item is lost or damaged in transit you are protected as the seller.   eBay refund the buyer and you keep the payment for the transaction.

[red_magpie]

What exactly happens in this situation?

Unless anything has changed with simple delivery, provided the tracking record confirms the item was delivered buyers will not win an "item not received" case if it was stolen after delivery.

The claim that eBay used to make that buyers would be refunded "if they don't get their item" has been changed to "if your purchase doesn't arrive".

Theft of parcels left on the doorstep or in communal areas of apartment buildings is a soaring crime, and is a significant risk of buying on eBay. The police in some areas are advising buyers to consider using click and collect or parcel locker services instead.

[papso22]

I hadn't spotted that wording change,  presumably the timing is no coincidence!

[trace-ken]

I used custom delivery as simple delivery does not include Yodel and the simple delivery only allows Evri or Royal Mail whose drop off involves a far greater distance and the use of transport. But the delivery and labels were still arranged through eBay.

[papso22]

Presumably you have entered the tracking showing delivery into the claim?

[trace-ken]

The parcel was sent through eBay and i understand the tracking number is seen by the buyer as soon as the label is printed and it is marked as dispatched. I have messaged the buyer the tracking number just in case but he said it is shown as delivered and he arrived home at 7.30pm to find it was not there. He has said it is not my fault but eBay seems to offer a solution of a refund at my end when I have done everything correctly at my end. EBay said I have to resolve it by the 19th may but I cannot think what I can do to resolve it

[trace-ken]

How do I, as a seller, put a reason as the buyer said it was stolen into eBay. Yodel have sent me a photo of the item on the doorstep and said they fulfilled the delivery. EBay does not let me do anything other than refund the item (I cannot afford to lose the money and will have lost both the sale and the item). Or it lets me message the buyer and he has said it is not my fault. I don’t know what to do or where to go on eBay to put my reason why I cannot refund it. I am very confused with this and surely if the buyer pays protection money it should mean eBay refunds them.

[tobiasd4 · Accepted solution]

As tracking shows delivered, you don't have to refund. 

Make sure you add tracking to case and say it was delivered. 

Never refund unless through ebay case.

[trace-ken]

Thank you, I only found where to add the tracking to the case today as it was not an obvious solution. It was custom delivery but still arranged through eBay (as eBay do not offer Yodel in simple delivery). The item was delivered but disappeared (presumed stolen by the buyer). Yodel showed me a picture of the item being delivered on the doorstep (although the buyer said it stated it was delivered in a porch and he didn’t have one, but he also had not designated a safe place or with a neighbour). I usually send a message when I have taken an item for drop off, stating so. Maybe I should add to that message that they should designate a safe place with the courier to prevent this from happening but I assume most people know they can do this with any courier. I think he presumed they would just leave it with a neighbour as he didn’t return home until 7.30pm. It should also make no difference whether it is simple delivery or custom delivery (as custom just allows the use of multiple delivery services and not just the choice of two like simple delivery (which often cost more due to the use of only Evri or post office). Buyer protection is still paid whether it is either that is used and I have fulfilled my side of the transaction by sending it and getting proof of delivery.