Item not arrived. cannot appeal. What to do next?

[mickledore0]

I sold an item. Posted with Evri. Reached delivery depot and sat there a week. Buyer started a claim. Item suddenly shown as delivered a week earlier. Case closed. Item still not arrived. Ebay won't let me do anything. They say case is closed and cannot be appealed. Stupid robot is going round in circles.

What can be done?

[**peaseblossom**]

You can contact ebay by requesting a callback on here:
https://www.ebay.co.uk/help/eua?id=5275&mkevt=1&mkpid

[red_magpie]

What can be done?

You could if you wish refund your buyer outside of eBay, for example by PayPal or bank transfer.

But it's important to remind you that eBay's rules, which both you and your buyer acepted, are that a tracking record of delivered will be taken as successfully delivered.Have you checked the tracking record, which will often show a photograph of the delivered item?

If the buyer wishes to argue that the tracking record is incorrect, they may still be able to appeal the closed case. The onus to prove this claim will be on them.

Another possibility is that the item was left on the doorstep, and stolen. This is all too common and not covered by eBay's money back guarantee. If this is what hapened, you as the seller are not held liable for theft occurring after the item had been delivered.

It is rather different for traders, who additionally have a legal duty to ensure receipt by the buyer (not that many realise this). But this does not apply to private sellers.

[jckl1957]

What does the tracking actually show?

You say in your post that it was 'suddenly shown as delivered' and then 'item still not arrived'.

If the tracking confirms that the item was delivered BEFORE the buyer opened a case, you should be able to appeal.

If it shows as delivered after the buyer was refunded, then you must communicate with the buyer.

[mickledore0]

Tracking shows that item reached local delivery depot on a Saturday. Nothing happened. Buyer raised a claim of non delivery Saturday after. Monday after that, the item was shown as delivered the day after it reached the depot - before the claim was raised. Claim closed.

I cannot appeal. I just keep getting sent round in circles by that damned robot who asks for the item number then tells me no appeals are allowed.

No idea what tracking is done, but I don't think Evri take photos - they never do round here.

My own Evri account has nothing on it because I used the in house Ebay system. All that says is item delivered case closed.

My suspicion is that it has been damaged/lost/stolen at the depot and they are massaging the files to cover themselves.

[jckl1957]

Has the buyer been refunded?

By you?

[mickledore0]

I have rung that number and been told where to get off. Speaking to the sub continent with someone who can barely speak English all I got was the case is closed. Goodbye.

[mickledore0]

No. I cannot refund. Don't see why I should. I used Ebay system, he pays
buyer protection, Ebay should refund.
Anyway Ebay won't allow personal details to be passed over.

Many thanks

Frank Yates

[jckl1957]

Sorry, but I am unclear then what you are trying to achieve.

If you have not refunded the buyer, what do you want to appeal?

You can only appeal a case if it has not been closed in your favour and here it seems that you have the payment and the buyer has nothing.