Item not received as couriers damaged

[julesbollyqueen]

Lady client opened item nit received case when evri sent her message saying that item damaged beyond repair. Contact seller.  The item was well packaged soft flat parcel containing brand new top.cant get any information from evri other than item damaged. Customer demands refund now. EBAY literature re: simple delivery say I'm protected. How and what do now.  Anyone know pkease your guidance would be appreciated 

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[john1297576]

If a case has been opened, then you have 3 days to refund, if not buyer can escalate to ebay who will refund at your expense and you get a damaging defect.

It is up to you to try to claim off Evri.

[**peaseblossom**]

Ask the buyer to open a "Arrived damaged" case and you should be covered with the refund coming from ebay, providing you had Simple Delivery enabled on the listing.

[julesbollyqueen]

Hi thank you but i thought that with simple delivery i would be protected is that not what they promise

if i just refund now surely the case will be closed i will lose the funds and i will never see my brand new with tags expensive top again that mysteriously they damaged.

[julesbollyqueen]

thank you.  she has already opened an item not received case and is demanding refund now.  surely if I  just refund now the case will be closed and i will never see my item again and eBay,  despite saying sellers are protected will refund the buyer from my held funds.

[**peaseblossom**]

I would contact ebay and ask them about a direct refund from ebay to buyer.    That is what should happen.   You can use callback on here:
https://www.ebay.co.uk/help/eua?id=5275&mkevt=1&mkpid

[julesbollyqueen]

Thank you  some of the advice on here seems contradictory.  But I have done just as you suggested and been advised NOT to refund and wait until 2nd may when I must call CS Again.  They say they are working hard to protect sellers. If I had just refunded I think that eoukd have been that.  I hope this helps other sellers.  Thank you for your quick advice. Mit sure the buyer will be too happy as she is demanding payment now.  This is all a but new and unprecedented.

[papso22]

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@john1297576 wrote:

If a case has been opened, then you have 3 days to refund, if not buyer can escalate to ebay who will refund at your expense and you get a damaging defect.

It is up to you to try to claim off Evri.

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Not with Simple Delivery.

[jckl1957]

Your recent sales don't seem to have used Simple Delivery but Evri Tracked. 

Did the buyer pay Ebay direct for the postage or did the postage cost go through your account and you bought the label from Evri through Ebay?

[julesbollyqueen]

now I am really worried, how do i tell, everything looks the same and i thought everybody was now on simple delivery.  how can you see please

[julesbollyqueen]

i thought Evri was now simple delivery. how can i not be if we are constantly being told all listings have been altered.  i really don't understand any of this and it is making me very anxious.

[jckl1957]

You can choose Evri if you use Simple Delivery.

However, I believe that items which are listed with SD have two delivery choices - standard or express - those options are not showing on your listings so I don't think you used SD.

How did you get the label?
Either the buyer paid you and you bought the label (not SD) or, the buyer paid Ebay, you only received the payment for the item and Ebay provided you with a label or QR code for Evri (that is SD).

[julesbollyqueen]

Thank you once again for your continued support.

Here is a screen grab of a recent transaction, can you see from that please 

 

[jckl1957]

You bought the label from Ebay.

You did not use Simple Delivery.

The buyer has opened an 'item not received' case and you should refund them.

Get confirmation from Evri that the item was damaged and undeliverable and make a claim againt Evri.

[julesbollyqueen]

OK, thank you. How do I now ensure I'm using simple delivery in the future. Don I go into something on my profile to change this?

[jckl1957]

I don't think it is your profile.

You need to change the postage option on your listings.

I would try 'bulk edit' in seller hub.

[julesbollyqueen]

OK, thank you I'll give that a go. You've been most helpful.  I'm sure there are many others who are just as confused as me! Thank the lord  for your the benefit of your experience.