Item not collected

[cara-nelson-1993]

I ordered an item to be delivered by Evri to my local post office, I was away so planned on collecting 3 days after it was delivered there. Whilst I was away I received an email confirming collection of my parcel - I obviously hadn’t collected it.

Post office can’t tell me how or why it’s showing as collected, but it isn’t at the post office now, they say it’s eBay responsibility to refund etc. I’ve spoken to an eBay agent 4 times and each time they tell me someone from the relevant team will contact me in 48-72 hours. Each time they close the chat before I can even explain further.  This has been going on for nearly 2 weeks and nobody has gotten back to me! Unable to phone due to disability.
Has anyone been in this predicament? What can I do?

[jckl1957]

I don't know why the Post Office have said it is up to Ebay to refund you.

Ebay don't have your money, the seller does.   As far as the seller is aware, the parcel was delivered and collected.

Anybody with your ID could have collected the parcel on your behalf.

Go back to the Post Office and ask if you can see the card that was completed when the parcel was collected.

[red_magpie]

It's always hard to help with so little information.

Do you have the original Evri's tracking number? If so, have you checked the tracking record to see whether it was actually delivered? Did you attempt collection within 7 days of receipt by the shop?

If it's not recorded as delivered you will be entitled to a full refund under eBay's money back guarantee. Assuming it's within the time limit of 30 days (from the latest estimated delivery date).

If it's recorded as delivered it is no longer the seller's responsibility. They successfully delivered it to the address you nominated. If you left it for more than 7 days to collect there's no certaInty that you would get a refund. It's supposed to be returned to the seller, but this seems to be a bit hit and miss.

If it was collected, I would expect the shop to have some sort of record of when and by whom. I'm not sure how the collection code works with click and collect, but we've heard from at least one shop which refused to hand an item over without proof of ID.

I honestly don't know how this would be dealt with by eBay. Check the suggestions above, but I suspect that your best hope may be of a goodwill refund by eBay. Good luck!

[cara-nelson-1993]

Hey, tracking shows as collected but no photo or signature. I went for the parcel 3 days after it was delivered but the email I got saying collected was 1 day after it was delivered to the parcel shop. The woman couldn’t understand what had happened, she said it may have gone back accidentally and would ring me later on which she did and there was still no parcel. When she scanned my QR code it wasn’t coming up on her system either.

Sent from Outlook for iOS<>

[cara-nelson-1993]

Hey, nobody knew of my parcel being there and certainly doesn't have my ID so I really can't understand what's happened. I asked at the post office how my parcel has been collected without ID and she said they don't ask for ID if you have the QR code but nobody has my QR code. She literally wasn't any help at all, she scanned the QR code I was emailed and it wasn't even showing my parcel in the system.

Sent from Outlook for iOS<>

[jckl1957]

I know you had a message saying the item had been collected but what does the tracking actually show?

You may need to check on the Evri website to confirm that the parcel was actually received by the Post Office.

(Was it a Post office or a parcel shop?)

If tracking shows delivered, then you can't really make a claim against the seller and, if tracking also shows 'collected' your payment provider probably wouldn't be able to help.

Your next step might be contacting Evri.