Failed delivery to buyers address

[madoak_63]

Hi folks. Hopefully someone will have experienced something similar to me and guide me. I posted an item with Royal mail 24 hrs delivery and signature on the 29th Oct. The buyer says he didn't get it, but got a "red letter" from Royal mail. I checked the Royal mail tracking service and it was received into Aberdeen on the 30th October. They had attempted to deliver 3 times in two days, but the address was inaccessible! They returned it to the sorting office awaiting redelivery or collection. I contacted Ebay on the 9th November asking for resolution and after all the evidence was looked at, the case was closed in MY favour, with the buyer unable to get a refund. Yesterday 11th November I received from Ebay a message saying the buyer was entitled to a refund! No explanation as to why this was the case! Today 12th November Ebay has taken the full amount using my credit card details and refunded the buyer. I did everything right by using 24 hrs tracked and signed for, so why am I now at fault after being told on the 9th that wasn't? 

Any help would be appreciated 

[papso22]

You should have been covered against an ebay case and the only people who can tell you why the refund was reversed are ebay customer services.

They might need reminding that attempted delivery counts as delivery for the purposes of seller protection.

[tressygirl]

@papso22  is correct the only people who can explain why this refund was reversed, is eBay Customer Services, but I recommend contacting them  very first thing in the morning when the lines first open at 8 a.m. on weekdays,  as there's more chnance of Dublin answering , and perhaps more knowledge and understanding there, that attempted delivery counts for ' delivery' in eBay's eyes.

Good Luck,  please do come back and tell us,  if you receive a sensible reply / conclusion!

@madoak_63 

[john1297576 · Accepted solution]

Did you load tracking onto ebay when marking as dispatched? If not then ebay would not have seen attempted delivery. 

Talking to ebay, they would assume that tracking was loaded so that is probably why they said you did not need to refund.

This is just guessing, as if you had loaded tracking you would have no need to have spoken to ebay, as case should automatically have closed.