Refunds

[mdh9338]

I sent a parcel using Simple Delivery. Collect+ accepted parcel, I have the receipt & tracking number. Buyer didn’t receive. Tracking shows it wasn’t deliveries. I advised buyer to open a did not receive case. I uploaded the receipt and tracking on the case. EBay have refunded the buyer (rightly so) but deducted the funds from my account. I thought as I can prove it was dispatched EBay paid the buyer for lost in transit. I’ve appealed. Did I handle the process incorrectly? What have I done wrong here? Any advice from experienced sellers would be welcome as I’m new. I’ve tried to read up on the process and thought I’d followed it properly. I’m confused. 

[**peaseblossom**]

It sounds like you did the right thing.   We're told that when SD items that are lost or damaged in transit ebay refund the buyer and the seller keeps the payment.    Are you sure you used the postage label supplied by ebay?

[61stephenuk]

Collect+ aren't part of Simple Delivery,only Evri and Royal Mail so who did you send with?

Or did you mean Click & Collect where the item is sent to a buyers local store?

[mdh9338]

Thanks for stepping in to reply. EBay have sorted it now. Yes, I sent using Simple Delivery but what threw me was EBay refunded the buyer using my funds even though I provided EBay the tracking and the paper parcel receipt proving I had sent it. The tracking confirmed it was dropped off then the parcel just disappeared in the network! Many thanks for trying to help I was just about to update this log I the buyer had got their refund and EBay has recredited me the amount they took back. 

[mdh9338]

Hi, thanks for posting. Yes, I sent it Royal Mail, tracking number and had the paper parcel receipt. The shop I drop off parcels off at calls itself a Collect+ shop. They take Royal Mail and Yodel parcels for delivery anywhere in the UK & do Click and Collect Parcels. There’s another shop nearby that covers Evri. Sorry if I’ve confused matters. I’m new to all this. I managed to sort it today and came on to update and saw replies updated. The buyer has their refund for the lost item and EBay have re credited my account with the money they took to refund the buyer. Is this the normal process, buyer opens non receipt, I upload tracking and proof it was dropped off, EBay refund the buyer out my funds, then I open a claim against EBay for the money back again as I’ve used Simple delivery. I found it strange if they found me not at fault that they took the funds from my account to refund with just to put it back 24hrs later. I tried reading the help pages but I didn’t think they were clear on the process and was left confused. Sorry to be a pain but if I get it all straight now I will know going forwards. Kind regards M.