Hi
I've recently started selling on eBay again after a long time and quite a bit has changed.
On my listings I've just allowed eBay to set the postage costs and options.
I recently sold a pair of trainers - the buyer selected Evri as the postage service and I used the QR code generated on eBay to print the label at my local shop that offers the Evri service - I got the email confirmation that the item had been sent (sent on 4th Dec).
On 10th December I got an email from eBay informing me that the buyer has opened an item not received request. The email continues to say the following:
"But good news - we’ve confirmed that the item is on its way to the buyer. Since you chose Simple Delivery, we've got everything covered from here. There’s nothing you need to do. We’ll take care of delivery, resolve any further issues, and inform you when the request is closed".
But whilst looking at something else I've just seen a message saying that I have until 8th Jan to respond to the request.
I'm so confused - since getting the email from eBay informing me of the item not received request and stating that I don't need to do anything, I haven't had any further information from eBay - so why am I seeing in some area of my account that I have until 8th Jan to respond? Do I need to do something or is eBay dealing with it,?
I've put the tracking number into Evri and the following info is provided:
Thurs Dec 4th - expecting the parcel (this was the day I printed the label at the shop and left it there getting email confirmation of dropping it off).
Friday 5th Dec - parcel received at Parcel shop and Evri collecting it shortly (this might have actually been the day I dropped it off).
Sat 6th December - "We've collected your parcel"
Sun Dec 7th - "We're processing your parcel at our hub"
Mon 8th Dec - "Your parcel is at our local depot and on its way to you"
Mon 8th Dec (later) "Your parcel is being sorted at the senders local depot"
Tues 9th Dec - "Your parcel is at our local depot and on its way to you"
Tues 9th Dec (later) " Your parcel is being sorted at the senders local depot"
Weds 10th Dec - "Your parcel is at our local depot and on its way to you"
Weds 10th Dec (later) - "Your parcel is being sorted at the senders local depot"
Thurs 11th Dec - "Your parcel is at our local depot and on its way to you"
Thurs 11th Dec (later) - "Your parcel is being sorted at the senders local depot"
- All those entries are under "We've got it," on the Evri tracking timeline.
Then under "On its way" are all these entries:
04:35 - Mon Dec 08
"Your parcel is at the delivery depot and we'll let you know when it's out for delivery"
09:07 - Mon Dec 08
'We're sorry we haven't been able to deliver today. We'll update your tracking when it's on the way on the next working day"
05:12 - Tue Dec 09
"Your parcel is at the delivery depot and we'll let you know when it's out for delivery"
09:12 - Tue Dec 09
"We're sorry we haven't been able to deliver today. We'll update your tracking when it's on the way on the next working day"
13:19 - Tue Dec 09
"We're sorry we haven't been able to deliver today. We'll update your tracking when it's on the way on the next working day"
04:14 - Wed Dec 10
"Your parcel is at the delivery depot and we'll let you know when it's out for delivery"
09:29 - Wed Dec 10
"We're sorry we haven't been able to deliver today. We'll update your tracking when it's on the way on the next working day"
06:50 - Thu Dec 11
"Your parcel is at the delivery depot and we'll let you know when it's out for delivery"
22:18 - Fri Dec 12
"Your parcel is at the delivery depot and we'll let you know when it's out for delivery"
22:18 - Fri Dec 12
"We're sorry, your parcel has been delayed. We'll update your tracking when it's on the way on the next working day"
05:28 - Sat Dec 13
"Your parcel is at the delivery depot and we'll let you know when it's out for delivery"
So it's just looping around listing the same 2 statuses each day.
So 3 questions - 1. do I need to do anything or will eBay deal with it as they stated in the email they sent me
2. If Evri continue just updating the tracking status with the same comments, what happens? If Evri has lost the package or one of their employees has taken it, what happens? Who is responsible for refunding the buyer - me, eBay or Evri?
3. If I have to provide the refund (given eBay have confirmed that they can see I've dropped the parcel off but have still put a hold on the payment, I'm assuming they'll refund the funds to the buyer) why? Obviously I understand that the buyer should get their money back if the trainers they bought don't turn up - but how can I be held responsible for what happens after I drop the parcel off at the shop providing the postage service the buyer selected? Just as I understand that the buyer shouldn't be out of pocket, surely I shouldn't be out of pocket either, with neither the trainers nor the money the buyer paid?
Surely it's Evri's responsibility to refund either me or the buyer? Will eBay contact Evri at some point (under the statement telling me I don't need to do anything) or do I need to contact Evri (in which case why has eBay told me I don't need to do anything).
Sorry about the long post, but I don't understand what the process is
