Wrong Item Received by Buyer – Delivery Company Error

[maggy11109]

The buyer has received the wrong item.

I am the seller and had only listed one item. I followed the correct steps provided via email to ship it. eBay generated the shipping label and tracking code, which I used at my local post office to send the parcel.

However, the buyer received someone else’s package, even though the tracking number matches the one assigned to my shipment.

eBay has advised initiating a return, but the item the buyer received is not mine.

I want to ensure both the buyer and I are treated fairly, as this appears to be a mistake by the delivery company.

Could you please advise the best way to move forward with this issue?

Thank you,

[jckl1957]

If you posted using Evri, it is possible that the label got swapped with another package during transit.

Usually, If the buyer has opened a case stating the item is 'not as described', your only options are to either accept the return, provide a label and the buyer returns to you what they did receive, or refund the buyer in full without getting anything sent to you.  Then, you would have to try and get some compensation from the carrier.

However, if it was the yogurt maker, and you sent it using Ebay Simple Delivery, I am not sure that would be possible.  The buyer pays Ebay for postage and the contract is between Ebay and Evri.

So, this is another one for the community team - I am not sure if they are available today but hopefully, they will be able to advise?

kat@ebay 

dave@ebay 

[maggy11109]

Hi,

Thank you for your help. Just to add, I used Evri as the courier, as it was the one recommended by eBay. I’ll follow your advice and try to resolve this with them as well.

Thanks again,