Item not received

[badane11]

Hi there I purchase a ring door bell few weeks ago and it says that it was delivered but I never got it, upon checking with Royal Mail they left the package outside my house near the bins, we have a lots of people walking up and down so when I got home from work the package wasn’t there. I have tried to to contact the seller and he advised me to contact you directly, I’m a bit frustrated because I’m still paying for the product that I don’t have.. can you please advise on what to do and how to proceed? 

[tressygirl]

I'm sorry to be the bearer of bad news,  but the seller is not responsible where a courier / Postie leaves an item.   They have tracking to show delivery to your address so have fulfilled their selling responsibilities.

This is a common occurrence items left in view of passers by can and do get stolen.

You can try your house insurance some have had success there. Reporting to the Police will not bring your item back but it may advise of a potential pattern of theft in your area.

Was this a Royal Mail delivery?  Tell your Postie what has happened not to leave items in such an unsafe place.

@badane11 

[red_magpie]

eBay doesn't guarantee that you will receive an item. Only that you will be refunded if it does not arrive. Once it's been delivered it has "arrived" and eBay doesn't hold the seller responsible for what happens to it afterwards. If it's lost or stolen before you get home from work that isn't covered.

In fact, if you read the small print eBay doesn't even guarantee a refund if it doesn't arrive. Only if the tracking record confirms that it was not delivered. However, eBay takes the courier's word against the buyer's for this. If the tracking record states that it was delivered to the correct address, but it was actually delivered to the wrong address, the buyer is not refunded. eBay won't even take the buyer's word that the delivery photo Is not their own address!

eBay presents its "headline" policies in a way that sound very safe and reassuring. The reality is that delivery problems have become one of the biggest risks of buying on eBay. 

[badane11]

I would like to challenge the position outlined in your message. While I understand that your policies state items are considered “delivered” based on courier tracking, this does not reasonably guarantee that the item has been received by the buyer.

In this case, I did not receive the item in question. Relying solely on a courier’s confirmation, especially when delivery photos or evidence may be unclear or incorrect, places buyers at an unfair disadvantage. I am particularly concerned that buyer input is not given equal consideration, even when there are legitimate reasons to doubt the accuracy of the delivery confirmation.

Your buyer protection policies are presented as offering reassurance and security. However, in practice, situations like this expose a gap where buyers may be left without either the item or a refund, despite acting in good faith.

I respectfully request that this case be reviewed again, considering the possibility of miss delivery or incorrect proof of delivery. If necessary, I am happy to provide any additional information to support my claim.

Best regards


Sent from Outlook for iOS<>

[tressygirl]

Please be aware,  you are speaking to members like yourself,  we do not work for eBay, and can only relate to you eBay's policies.

@badane11 

[tobiasd4]

The problem is that if buyers claimed item not received, when tracking showed delivered, we would all do it & get a refund.

The issue is with the courier, not seller or ebay.