Seller said courier dropped off to geocode so Ebay closed my missing item complaint

[cacol-2881]

I shop a lot on ebay (£1-2k per month)

I bought several items from a seller all but one of which arrived 

As soon as the courier notification message said delivered to 'office desk' I tried to lodge an issue with ebay as our Unit doesnt have an office or a desk so I knew something was wrong.

They told me to wait.

I then opened a case for missing item but ebay closed it because seller provided a geocode photo of a completely different building, presumably on our wider trading estate.

Ebay obviously doesnt want to deal with customers, their business model is to automate and bot everything.

I guess if this issue isn't resolved I will stop purchasing from ebay out of principal.

Any suggestions, or is this just a black hole of similar rants designed to pacify customers?

[jckl1957]

If the seller has tracking proving delivery, then Ebay will support the seller.

Really, neither Ebay nor the seller are responsible for the incorrect delivery.

I would suggest you are proactive and have a drive around the trading estate, checking if anybody has your parcel.  As it has been delivered incorrectly, the recipient may actually deliver it to you or return it to the courier or the sender.

If it doesn't turn up, then you may be able to claim through your payment provider.

[cacol-2881]

Thanks for flagging my inactivity, my assumption would be the customer is always right in expecting goods to be delivered to the exact address supplied, not some proximity.

I think it's easier if I vote with my feet and don't use Ebay again.  

[red_magpie · Accepted solution]

my assumption would be the customer is always right in expecting goods to be delivered to the exact address supplied, not some proximity.

That is correct, and when buying from a UK business seller it's what the law demands. But eBay is only responsible for its own money back guarantee; they make and interpret their own rules. We regularly hear from buyers whose items were delivered to the wrong address, but eBay wouldn't take their word for this and accepted a photo of a completely different premises as proof of delivery. 

You could try appealing, but they may ask you to contact the courier and obtain an admission from them that it was incorrectly delivered.

Part of the problem is that eBay has structured its organisation in such a way that although its handling of customers monies is regulated by the FCA, its money back guarantee is not. This allows eBay to interpret its rules as it wishes, with no right to any independent authority.

Depending upon how you paid, your payment provider e.g. paypal or credit or debit card issuer s may be able to help. Unlike eBay, they will be regulated and with a right of appeal to the financial ombudsman.