Evri

[nostromo-79]

Evri has stated parcel was delivered but the delivery photo was not my house, haven't got a clue were this house  is.  How can Ebay help me? Can't believe Ebay are  still using this useless joke of a  company 

[marco@ebay]

Hi nostromo-79, thanks for your post.

We normally go with tracking information, if the item wasn't delivered to you, and the item is showing as delivered but to a different address, you can file an item not received case from here, and we can confirm that the address the item was delivered to doesn't match your shipping address, we would then issue a refund. However, if the address matches your shipping address, there isn't much we could do, and you could try contacting the seller or the courier to see if they can assist any further.

Thank you,

Marco

[red_magpie]

So are you confirming, Marco, that eBay will not even take the buyer's word that the the "delivery photo" was not their own address?

[marco@ebay]

Hi red_magpie, thanks for your reply.

As advised above, we rely on the tracking information when reviewing cases. If the tracking information don't match the shipping address, then the buyer would be covered, as we will be able to confirm the item wasn't delivered to them. Similarly, if the tracking information does confirm delivery to the correct shipping address, this will be taken as confirmation that the item was delivered to the correct address, and the buyer may not qualify for protection in that scenario.

For further information, the photo taken by the courier should match the address they are using to confirm delivery, so even if they take a photo or not, we go with the delivery address they confirm in the tracking information. However, as advised before, buyers are welcome to file the case, and we will take it from there depending on the tracking information.

I am sure you are familiar with this process since this is not a recent change, but you can confirm our Money Back Guarantee from here.

Thank you,

Marco

[red_magpie]

Thank you Marco for being honest about eBay's actual policy, which as you can hardly fail to realise is often very different to the spin of eBay's headline claims.

eBay's headline claim is that "We want you to shop with confidence. With eBay Money Back Guarantee, you're covered if your item doesn't arrive".

This doesn't exactly describe the reality: that if an item doesn't arrive and is incorrectly delivered to the wrong address, eBay will take the Evri courier's word that it was delivered to the buyer's address - even if the buyer points out that the delivery photo was not even of their address.

eBay's headline claim is that unless the seller can provide proof of delivery to their address, eBay will issue a refund. A tracking record of delivery doesn't necessarily prove delivery; we all know how unreliable tracking records have become, budget courier drivers are under huge pressure to achieve delivery targets.

It is appalling that eBay will take the unsubstituted tracing record of a budget courier against the word of its own members and buyers. How can eBay just dismiss the buyer's own claim that the delivery photo is not even their address?? In many cases it would be simple to prove or disprove whether the photo is of the buyer's address - does eBay even attempt this, or discuss it with the buyer? In many cases Google street view would provide the answer. Or a digital photo of the property with location co-ordinates that correspond with the buyer's registered address.

This, as I have said, is just typical of the many ways in which the buyer friendly and supportive image that eBay promotes is so often misleading. The reality seems to me, from over 20 years of participating in these boards, that of a selfish, uncaring company, obscessed with the automation of it procedures with little room for listening to the customer, or even for common fairness.