Proof of delivery AND ebay finds guilty

[11294311938yki]

Hi all

this last fortnight has been a real nightmare. My buyer made an offer I used Royal Mail 48h insured postage, and received the tracking confirmation of item delivered. 

in the two weeks that have passed eBay requested proof, received proof then found me guilty of not providing delivery. This is ridiculous when we pay buyer protection and postage insurance. 

has anyone any helpful free advice such as trade bodies or standards that are useful in protecting sellers from stolen items. 

Has anybody used the police ? 

[**peaseblossom**]

Has the buyer opened a "not received" case?   If so you should be able to add the new tracking number to that.   

If the buyer is saying that despite the tracking showing as delivered it was not delivered to their address they must have given proof of that to ebay, eg. the courier's photo is not of their front door.    If so you would have to provide proof of the contrary.

[11294311938yki]

The buyer is offering or claiming burglary 

interesting you write the seller would need to prove the delivery when the delivery photographer is misaligned

of course a parcel accepted at a delivery office is no longer in the sellers possession. 

[tressygirl]

Have they opened a case for item not received ?  If not,  wait until they do,  then enter that tracking number that's where your responsibility should end,  proving delivery to the address eBay provided to you. 

It's not your responsibility if an item gets stolen,  or where a Postie / courier may leave an item ,in an unsafe place.  That's for the buyer to chase up.

Yes,  if they wish to contact the Police,  they can do,  doubt it will retrieve their item,  but if there's a pattern of theft in their area,  good that the Police are aware.

@11294311938yki 

[11294311938yki]

They (eBay) opened an item not received case, & then confirmed receipt of the item by simple delivery and proceeded to find me guilty of not delivering refunding the buyer and leaving me without the item. 

the tele support team have been patronising and have used other items I have for sale and are in the process of delivery to deflect and avoid approaching the issue of burglary. 

There’s not much more I can add. 

[11294311938yki]

This situation has not been resolved and drags on into a third week, More angst over unavailable funds and betrayal through slow processing & denial of responsibility 

[jckl1957]

More information would definitely lead to clarity and better advice here.

Which item was it?  Was it the item you sold on March 16th for over £600?

Did you use the Ebay Simple Delivery label?  Can you provide the tracking number, please?

On a Simple Delivery label, that would begin 'YA'.

Ebay won't have opened an 'item not received' case.  It is up to the buyer to do that.

If you used Simple Delivery, once a case is opened, you, the seller, don't have to deal with it at all.

Ebay send an email saying the buyer has opened a case but they are handling it.  If there is a genuine case, they refund the buyer and you keep the payment.

Clearly, something has gone wrong here.

If Ebay have refunded the buyer from your funds, and you have proof of delivery, you can appeal.

[11294311938yki]

Hi Jckl1957

I have appealed and admin have shut me down ignoring the dates of requested information being in time and the tracking provided. Yes the item was a Royal Mail tracking attached is a screenshot 

[jckl1957]

Did you appeal through the Ebay process?

How to appeal a case

You can appeal cases that were "closed without seller resolution" from the transaction defect report in your Seller Dashboard.

See your closed cases

[11294311938yki]

Yes I appealed I provided the same tracking and hardcopy receipt records they required first time around and all they did was ignore it claiming they didn’t receive it even when the copy includes their thanks for receiving it

theres an air of fraudulent corruption in their administration handling of this nothing would make me trust them if a simple item delivered results in seller loosing item and sale funds. 

[papso22]

marco@ebay 

Hi Marco, it seems this is yet another case where the advertised seller protection for Simple Delivery fails to materialise.  Can you check what has gone on please?

[jckl1957]

One last question!

You mention earlier that your funds are on hold.

Has the buyer actually been refunded from your funds?

[11294311938yki]

Indeed I’m out of pocket for the item the funds & left with barely readable messages from operators commenting on how they think they’ve done a good job but ignoring the delivery is at their end. 

[marco@ebay]

Hi 11294311938yki, thanks your post.

We're very sorry to hear that, I'd be happy to take a further look, so if you could confirm the item number, I'd appreciate it. However, please note that if this case was appealed already, I wouldn't be able to take further action as we cannot appeal cases multiple times.

Thank you,

Marco

[11294311938yki]

Thank you the original item number is 358266183730

I am not a professional shop or professional seller

I have sold a large quantity of equipment due to a change in business.

This transaction and eBay’s simple delivery ploy is certainly criminal and
abuse of financial responsibility

[marco@ebay]

Thanks for your reply, 11294311938yki.

I am sorry to hear about this, but as advised above, if the case was already appealed, I'm afraid we wouldn't be able to take further actions as multiple appeals cannot be put through for the same case.

At this point, you can try contacting our customer service team to see if they are able to escalate your case, but just to set up the right expectation, they might come back with the same, as in they cannot appeal the case again.

Thank you,

Marco

[11294311938yki]

Thank you Marco

for me this was too much and I have withdrawn my willingness to use the seller system. There are many less global sites that may or may not do the same thing. However the enforced simple delivery for protection and circumstances unfold to offer none not even due to criminal conduct, certainly raise more concern than they offer profit. 

I welcome the company’s liquidation in the coming years and the relationship of customer service retuning to listening not explaining.