Evri lost my parcel and eBay refunded buyer from sale proceeds I am out of pocket

[kal_fashionista]

Evri lost my parcel I dropped off at a shop. I gave the buyer tracking details etc updated and parcel hasn't moved. 

Buyer selected shipping tracked delivery. I asked eBay to step in and resolve for us both. But eBay only resolved for buyer.

eBay refunded the buyer for the non delivery using the proceeds of sale and now I have charge of postage pending in my account and loss of item that I haven't been compensated for.

eBay closed the case and I have raised claim via packlink who also stated not to refund buyer during pending investigation.

Did eBay violated their own policy by refunding buyer using sales proceeds leaving me the seller out of  pocket?: 

12. Liability for Loss or Damage.

You remain responsible for any loss or damage to your item until it has been scanned into the carrier’s network. Once your item has been scanned into the carrier’s network and providing you used the Simple Delivery label and are compliant with these Terms and eBay’s Policies, as well as the relevant Carrier Terms, your item will be covered for loss or damage during transit up to the sold item value on the eBay.co.uk site. This means you will retain your sales proceeds in relation to the item sent using the Simple Delivery label. The item will be in transit from the point it has been scanned into the carrier’s network until it has been marked as delivered by the carrier. For the avoidance of doubt, your item will not be covered for loss or damage during transit if you have acted fraudulently.

[john1297576]

Did buyer open a not received case, if so as I understand it, ebay deals with the case.

I suspect that by you getting involved and asking ebay to sort out caused a refund from your account.

You should try appealing, it is always best to not interfere with the system. 

https://www.ebay.co.uk/help/selling/managing-returns-refunds/appeal-outcome-case-seller?id=4369&st=3...

[kal_fashionista]

Hi, thanks for this. Buyer opened not received case I triggered help from eBay to sort not knowing it will backfire for me. Good for the buyer gets refunded and I am out of pocket £27.94.

Spoke to eBay rep on the phone buyer selected shipping I must have paid via their funds. I am liable to deal with Evri as contract is with them eBay washes their hands off. I am stuck and upon the merci of the high heaven or aka Evri the worst shipping evil company should not have ever existed in a first place.

[61stephenuk]

You bought Evri postage via Packlink so your contract is with them,you will have to wait for the outome of their investigation fot your refund but the buyer didn't have to wait for theirs.

You have a claim in with Packlink this is the one you need to complete for your refund.

[kal_fashionista]

Sorry how do I appeal the case they asked for new evidence of received delivery. Parcel is lost with Evri they never seemed to have collected from the drop off point. Just shows we've got it.

And I found the outcome doesn't make much sense:

A case closed without seller resolution is any case the seller is unable to resolve with the buyer prior to the buyer asking us to step in and help with a request, and eBay determines the seller is responsible

How was I supposed to resolve this lost parcel?

I contacted Evri and kept the buyer up to date with it all. I am not a magician I can't manifest a lost parcel for it to suddenly  re-appear.

I put in a claim today  with Evri as per eBay CS advice.  There is an ongoing claim with Packlink too who have been useless so far as they don't even have confirmation the parcel was lost by Evri which I do have that in an email from them and have supplied to all involved. 

Evri lost a rug I sold on Vinted during this palava with eBay and Vinted didn't require me to do anything but wait to be compensated in early October. eBay did nothing but ripping me off. Why am I  punished for selling on Ebay for no fault of mine?

[kal_fashionista]

I got quicker responses directly from Evri than Packlink seems to be able to achieve. Packlink don't even have confirmation from Evri about the loss of parcel, but I do. 

How does that work and certainly it hasn't worked in my favoured yet as they are dragging their feet and not refunding me. It's been a week and a constant battle to figure out what exactly protection policy eBay offers their sellers which transpired very little, abysmal.

[tressygirl]

@kal_fashionista  wrote:  It's been a week and a constant battle to figure out what exactly protection policy eBay offers their sellers which transpired very little, abysmal.

As a Private seller take a peek at eBay's Simple Delivery,  link below showing how it works.

This offers better seller protection if faced with this case,  that is , buying postage through SD,  if the item is lost,  eBay refund the buyer,  and you get to keep the payout.  Similar if buyer opens a case for item damaged in transit,  you keep the payment for the item,  eBay refund the buyer.

https://www.ebay.co.uk/sellercentre/postage/simple-delivery?mkevt=1&mkpid=2&emsid=0&mkcid=8&bu=43952...

@kal_fashionista 

[kal_fashionista]

An update I appealed eBay kept their original decision to refund buyer because I don't have a delivered parcel proof. Doh! Also Packling can't get hold of Evri to get confirmation of loss of parcel it's been a week and they are as expected proving useless. And according to some forums very difficult to pay up customers for losses.  

eBay don't care for my loss, Packlink don't care for my loss and Evri don't care for my loss it turns out chips aren't stacked in my favour.

[kal_fashionista]

Hi there, a bit too late for Simple Delivery to be actioned. Mine is a very complicated delivery that I could not have anticipated such poor customer service from eBay. Wish I had never signed up and stuck with just Evri who in contrast have been a  fantastic company and with much better website.

[kal_fashionista]

I meant Vinted, argh enough of this Evri nightmare.

[tressygirl]

---

@kal_fashionista wrote:

Hi there, a bit too late for Simple Delivery to be actioned. Mine is a very complicated delivery that I could not have anticipated such poor customer service from eBay. Wish I had never signed up and stuck with just Evri who in contrast have been a  fantastic company and with much better website.

---

Yep,  too late for this item but in my post I was suggesting to take a peek at Simple Delivery for any future listings,  sorry it wasn't clear.   

eBay cover and fully refund when an item is lost,  you get to keep the payout for the lost item.  It's one of the big benefits of using SD!

I see you have come back to correct another company being fantastic not Evri !  😊

[kal_fashionista]

Hello, Packlink are useless. They can't get hold of Evri to respond to the claim. I just received this morning another email from Evri stating parcel unaccounted for. Nobody is refunding me and buyer got refunded right away. eBay offers no protection for the sellers. Period!

[kal_fashionista]

eBay asking me to accept this as a solution don't think so. Look at the email I received this morning from Evri confirming loss of parcel and eBay haven't even refunded me yet.

[john1297576]

You are going to have more problems having two claims on the go at the same time, risk is that both companies will close the claims.

[tobiasd4]

Looking at that message from Evri,

it has you down as the buyer, not seller.

Maybe this is the confusion, as only seller can claim for lost item.

[kal_fashionista]

Really how's that? eBay adviser I spoke on the phone with who I informed I had put in a claim with Packlink already but wasn't getting any joy as they have proved useless.  He asked me to put in a claim with Evri too.  

Why would an eBay advisor ask me to put in a claim with Evri too if I was at risk both companies to close the claim? 

Why is eBay giving conflicting advise and not helping their sellers for their loss but only helping their buyers?

[kal_fashionista]

I explained multiple times to Evri I am the sender or as they call it shipper as Evri is In actual fact the failed shipper. Evri ignored all my replies and keep sending me no reply emails from chat bots with real names in the signature.

I will never ever send anything via Evri again. Utterly useless as well as Packlink and eBay. I feel like I need to get legal advice on all of these three charlatans of companies.

[tobiasd4]

Packlink & Ebay SD do not send any parcels.

They are purely a booking service, they use a variety of couriers.

But if you bought postage through them, then you claim from then not the courier.

[kal_fashionista]

I put in a claim ages ago with Packlink and nothing was happening and spoke to an eBay advisor a few days ago and he advised me to log with Evri. Evri also sent me a link to log as the parcel was not being found by them.

eBay should sort themselves out as they owe me money.

[kal_fashionista]

Also to add that on the day I got a callback from eBay and they advised me to put in a claim I emailed eBay to explain what had happened and screenshot the claim as per their advisor. This was last week on Saturday. 

So eBay have to sort it out if they have given the wrong advice. 

eBay claimed I was protected buying tracked label and I had multiple of their advisors emailing me for next steps. Turns out I am not protected at all by eBay 

I logged loss parcel with Packlink on 8th September. - no response for a week.

Then adviser told me to log with Evri on 13th September. - Evri responded again today 17th to confirm parcel not accounted for.

I only had responses from Evri and Packlink did nothing.

Let me quote the email from Packlink on next steps' investigation to locate an Evri parcel can take between 7 to 10 days to be completed. If upon investigation the parcel is confirmed as lost Packlink will proceed with the compensation.' that ship has sailed Evri already sent me emails to confirm it's lost and Packlink had nothing. Pathetic.

I sent the Evri claim to eBay as per attached and eBay have done nothing.

My bet is on Evri refunding me within 28 days. And Packlink and eBay not doing anything at all to compensate me.

[kal_fashionista]

<meta http-equiv="Content-Type" content="text/html; charset=utf-8" />

Hi there,

Thanks for the reply.

I guessed the same as you by me triggering involved eBay to sort they automatically riles in buyer favour.

However, I spoke to eBay CS on the phone and he said these are the rules I as a seller am not covered because I purchased the label chosen by the buyer and so my contract is with Evri not eBay anymore. eBay wash their hands off. And I end up putting claim to Packlink and also suggested Iwjich I did with Evri too.

My first sell on eBay and will be my last.

[kal_fashionista]

eBay is about to charge me! Packlink not responsive. What do I do?

 

[papso22]

That's the postage, you need to pay it. 

You may have been given conflicting, or even  wrong, advice by ebay, but they are very unlikely to do anything about that.

The only facts relevant to ebay are that you used Packlink, a broker, to buy postage with evri (via eBay for the payment) and they lost the parcel.

Ebay needs paying for the postage cost that they handled.

The buyer needed a refund, 

You need to claim through Packlink. 

Everything else is just confusion.

[kal_fashionista]

You should contact eBay Customer Services for assistance, as you have a contract with eBay for the postage service, and they will handle the claim with Packlink on your behalf. While Packlink is responsible for the parcel with Evri, eBay provides the service, so they are the ones to liaise with Packlink and resolve the issue with you and your buyer. 

AI advises above that  my contract is with eBay as I used their integrated Packlink service to purchase via buyers money. eBay are ripping me off!

[papso22]

AI is totally wrong.  You have to claim directly with Packlink. 

[kal_fashionista]

Packlink replied 5 days ago the r unable to get response from Evri. Where's my refund? eBay is taking my money.

 

[papso22]

Packlink seem to be handling it. Presumably you have sent them the email you got from evri that refers to that parcel.

I don't think we can help further.

[kal_fashionista]

Packlink sent me nin reply emails and they only have chat robots. I sent a lot of documents including Evri confirming loss of parcel. Packlink are unable to confirm the docs I supplied for the claim or provide any update. They can't be reached. 

How can you say I have to pay for a postage charge when eBay were notified and have the proof every parcel is lost and still charge me. It's disgusting.

[kal_fashionista]

I tried to send Victoria from Packlink the proof and guess what Undeliverable: Packlink is a scam! 

[kal_fashionista]

Undeliverable: Re: Loss claim - H051JA0137867231 - GB2025EBAYCIP0010889549