Items refunded despite proof of delivery

[julesbollyqueen]

I sold an item which Evri delivered providing proof included picture in doorstep.  Customer reported being "away fir a few days" so didn't receive it.  Ebay has refunded.  Is this usual?  I'm confused. Thank you in anticipation of ant advice.

[tressygirl · Accepted solution]

eBay do not accept any ' photo evidence'  they only accept a tracking number which is showing delivery.

This entered into a case a buyer opens for item not received, will close the case in the seller's favour.  This needs to be done before the buyer can escalate on day 4, which will enable eBay to step in and force the refund.

Or, was the item delivered After the refund was made?

@julesbollyqueen 

[julesbollyqueen]

Thank you for your reply.  The reason I am confused is because the tracking number was entered.  Why would ebay refund if it has tracking completed.  Thank you

[red_magpie]

To answer your original question, it is most definitely not usual for eBay to refund a buyer if the tracking record showed that it had been delivered.

The question arises whether you complied with eBay's requirements correctly? You haven't told us anything about your own actions.

Did you upload the tracking number to eBay after dispatching the item? Or respond to do so immediately the buyer opened the case? Did the tracking record confirm delivery? 

Buyers can escalate a case for eBay to step in just three working days after opening it. If the tracking record was not available to eBay when they did so the case will automatically have been found in the buyer's favour.

If you did comply with all of eBay's requirements and time limits to prove delivery you can appeal their decision.

[julesbollyqueen]

I did comply with all obligations on time.  The item was delivered as evidenced by tracking etc.  EBay did not use my funds to refund the buyer as they confirmed I was not at fault.  What I am confused about is if eBay refund buyers who say they were not at home for a few days to receive the delivery.   Does that not open the floodgates for others to claim similar circumstances and obtain refunds even if  tracking is compliant to all obligations. 

[papso22]

It would have helped if you had said in the first place that ebay did a courtesy refund.  That does happen sometimes. 

[red_magpie]

EBay did not use my funds to refund the buyer as they confirmed I was not at fault.

Why didn't you say so? We've wasted our time trying to help you with a non-existent problem.

eBay does sometimes make no-fault refunds at their own expense. Why they did so in this case we can't know. It is unusual.