Yodel delivery fail

[jamhgsales]

Hi

I sent a parcel using Yodel.

Delivery tracked and showed as being left in buyer's porch, only she doesn't have a porch.

Buyer contacted Yodel. Parcel left on doorstep on a busy street - Yodel accepted fault. They requested buyer ask me to sort it with Yodel.

When I contact Yodel, they said I need to contact ebay as I bought postage label on ebay.

How do I contact ebay about this? Should I ask buyer to raise it as an issue with ebay?

Also, buyer wants me to send out product again. What do I do about that? I'm a private seller. I'd like to send out ultimately, but ideally I don't want to lose out. Obviously I wouldn't ask buyer to pay again, but do I get any kind of refund from ebay/yodel?

[61stephenuk]

You need to claim from Packlink when you purchase Yodel labels from eBay,you can start the claim here

https://support-ebay.packlink.com/hc/en-gb/articles/360014270619

[red_magpie]

Obviously I wouldn't ask buyer to pay again

There is nothing obvious about it. eBay would not require you to refund the buyer in this situation. eBay's money back guarantee policy is to decide disputes according to the tracking. If the tracking record states that it was delivered you have done all that eBay requires to deliver it. The theft of parcels after delivery is not covered.

Your buyer can open a case for "item not received" but it's almost certain that they will lose. If so, they will be blocked from leaving you negative feedback, or any already left can be removed.

If you choose to voluntarily refund the buyer you will not get any money back from eBay. Regardless of what Yodel may have said on the phone, to try to claim compensation you will first have to navigate the Packlink claims procedure. Good luck!