Lost parcel new simple delivery

[johnsjo_90]

I need some help regarding a parcel I sent to a buyer using the new Simple Delivery service. The tracking showed that the parcel got stuck, then updated to say it was being returned to the sender—but it hasn’t moved since, so it appears to be lost.

The buyer opened a case and has since been refunded. eBay asked me to upload a postage receipt to confirm delivery, but unfortunately, I may have misplaced it and no longer have it.

However, since the parcel was sent using a label provided by eBay, and the tracking clearly shows it was lost in transit, I was wondering if eBay compensates sellers in cases like this?

[tommystrezures]

You should still have the benefits of the sale in your account and eBay should have refunded from their own pocket.

[johnsjo_90]

"That's what I figured, but they closed the case and took the refund straight out of my balance. 

[johnsjo_90]

"I'm not really sure where I stand now, because from what I’ve read online, I don’t think I can try to claim compensation myself. It looks like eBay handles that now since they’re the ones who provide the shipping label."

[jckl1957]

You should definitely appeal the case.

Ebay's new terms and conditions are very clear and state that an advantage of Simple Delivery is that sellers are covered if items go missing en route.

However, I can see that Ebay would want to see your proof of posting to confirm that the item was posted to the correct address.  Also, the item was last updated as being on its way back to you which makes your case less clear.

Even if you had sent the item with a label you bought, you would need a proof of posting to make a claim.

Hopefully, this will be resolved by the item being returned to you.

[johnsjo_90]

In past cases where I purchased the label myself, all I had to do was provide the tracking number. if i rember correctly "It’s definitely lost — it’s been in transit for about 10 days now. I can’t appeal because no cases show up under my closed cases, which really sucks. I don’t have the receipt, but I don’t see what information an Evri receipt would provide anyway, aside from the same tracking details you can already click on through eBay."

[jckl1957]

It would have the address & postcode on which would confirm it was sent to the right address.

[johnsjo_90]

Evri receipts only include the tracking number and the number of parcels sent

[tommystrezures]

Is this for the iPhone you sold? Why oh why did you send a phone of this value with a courier which only gives you £20 cover. An item of this nature should be sent with special delivery on any ordinary day of the week.

I think you need to contact customer services again and point them to their own literature: (I have pasted it below and politely point out that as a seller you are protected as the item has been scanned in to the system)

[johnsjo_90]

I normally send everything with insured delivery, but with this new Simple Postage, it was automatically selected and provided for me. I just assumed I'd be protected if anything went wrong—kind of like how Vinted handles things. I'll try contacting eBay using the info you gave me. Thanks again!