Missing parcel, non responsive seller, complaint rejected

[jasper234]

I purchased a pair of apple headphones for my daughter’s Christmas present from a private seller using PayPal credit.  The seller messed around and posted them late using evri after refusing to cancel the sale before postage.  The parcel never arrived and evri say it was delivered.  Their tracking says delivered, but says the postcode for my address is wrong so won’t let me access proof of delivery.  The seller is unresponsive and I suspect it is a scam.  I’ve complained to PayPal who have rejected the claim because tracking data says it has been delivered.  The seller won’t produce the evri proof of postage geo code and photo.  I’ve even spoken to the delivery agent for evri for this area and he says he’s never delivered it.  

what can I do?  It’s a lot of money and I need to get resolution.

[tressygirl]

If there is tracking to show delivery you will lose any case you open with eBay or PayPal.  If cases were closed you cannot open another with those Companies.

If you can prove the item was sent to the wrong address you may have some chance now with your payment provider.

@jasper234 

[red_magpie]

Their tracking says delivered, but says the postcode for my address is wrong so won’t let me access proof of delivery.

It would help to explain more clearly what this means. Is Evri claiming that the postcode that eBay provided was incorrect?

As for proof of delivery, the tracking record should be available online to anyone with the tracking number. Did the seller not upload this through eBay when marking the item as dispatched?

If you don't have the tracking number, PayPal must have this for them to have been able to check the delivery record. There is no reason why they should not share this with you, especially as it was the basis on which they decided your dispute. To find against you, the tracking record should have recorded successful delivery to your address. (This is why it's so important to clarify what you meant by "the postcode for my address is wrong".)

I think you need to pursue this through PayPal, first through customer support and later if necessary by appealing their decision. Do be careful to explain things fully and clearly. Remember that, unlike eBay, PayPal is regulated by the FCA so you also have a right of appeal to the financial ombudsman. Good luck!

[jasper234]

Hi

I have the tracking number. On the eBay app, the status shows ‘delivered’. If I take the tracking number from eBay and go to evri’s website, put it in to their tracking tool and hit enter, the next page asks me for the delivery postcode. I enter my postcode and it says that it is the wrong postcode for the delivery, and doesn’t allow me to progress to see the photographic proof of delivery.

The evri driver for this area (we live on a farm with only three neighbours, and one of their drivers covers this hillside alone) has said that they have to record a ‘geocode’ for the delivery and take a photo. I can’t access either. Only the seller can apparently.

Does that help clarify?

PayPal have said because the status is ‘delivered’, as far as they’re concerned I have no case. That isn’t my understanding of consumer credit law, but I can’t access the delivery data to prove it was sent to the wrong place. I have contacted the seller again to ask, but no response.


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