I sold an item and sent it using simple delivery with Evri as the courier. Some time after the expected delivery date the buyer contacted me to say the item had not been received. Looking in detail at the tracking the item had stalled in the Evri system soon after I had dispatched it and the status had not changed for three weeks. According to eBay help, no movement for 7 days is the criterion for assuming an item will never be delivered and therefore the buyer is entitled to a refund. However before issuing a refund I wanted to find out the procedure for claim reimbursement to me either from Evri or eBay for failure to deliver, which I was sure was part of the guarantee. I spent a long time looking and found nothing. In the end I suggested the buyer raise an "item not received” request which they did, requesting repayment. Before I could do anything eBay stepped in to resolve the request, reimbursed the buyer and told me "You aren’t required to reimburse eBay, and your seller performance level won’t be affected." I'm not complaining about the outcome but what was annoying was the time I wasted looking for a description of this process so I would have known what would happen. Hopefully this long message may be of help to other sellers in this position, although I don't guarantee that the same thing will happen in other cases!
