Item delivered with tracked Proof Of Delivery But buyer claims not received

[findersbane]

I have recently dispatched an item using Royal Mail 48 which shows as delivered 2 days later. The buyer opened a dispute stating item not received. The proof of delivery shows the item being posted through a front door and the GPS coordinates match the buyers address. I have asked them to confirm their postal address (which they haven't) and asked them if they recognise the front door in the image (still will not reply either way). The tracking now shows that the item is somehow back into the postal service and I don't know if it is being returned to me or back to the buyer. I have reason to suspect that the buyer is just trying to return the item as they have already asked for a refund and I do not accept returns normally. My question is:  Would I still be covered by eBay as the original delivery shows as being delivered?

[tressygirl · Accepted solution]

You are covered,  if you say that tracking has shown delivery, or even an attempted delivery counts here.

A case for item not received has been opened?  Then, enter those tracking numbers into the case details,   if there's anywhere to add a note, ( there used to be no idea now, long long time since I had an INR case)  just say tracking no. ***** has shown delivery on ** date.

The case should close in your favour.

Your item may be returned to you,  but don't count on it,  if it does,  personally I think it's a moral thing to do to then refund your buyer, but it would need to be done outside eBay if the case has closed, so by PayPal,  cheque or bank transfer whichever suits you both best.

@findersbane 

[findersbane]

At this point it is just a request opened not a full on case. I uploaded the tracking on the day of dispatch and the request won't let me add it again as it says I can't change the tracking after it shows as delivered. I guess I'll wait and see if the item does come back to me. I have 1 more day to wait before eBay can step in. Thanks for your help.