Help with a postage issue please

[shabbadeey2k]

My partner took 3 items to the post office monday 2nd feb.

All 3 were scanned, labels printed and she would have been issued a receipt no doubt (sadly we no longer have this receipt...yet have the past 5 months worth of receipts!?!?)

1 of the items shows up like it was never scanned by the postoffice? I dont know how this would have happened or how they printed a label if it was from a different QR code as it would have already been used?

The ebay customer has rightly filed a claim -  my question is, without a receipt am I done for? Or can the postoffice rescan the QR code and prove somethings gone wrong? 

I have the other 2 items that were posted that day showing up fine and have since been delivered.

[str11p]

I would guess, as it hasn't tracked anywhere in 12 days including at the post office, it's gone totally wrong. I don't know why or how.

Did you write your or the buyer's address on; the tracking number or anything else to identify it?

Were the other 2 also Royal Mail?

If it doesn't show up in tracking soon, you will likely need to refund the buyer. I thought I had read something about a new ebay policy that if a lost item turns up later the seller can be refunded the refund, if the label was bought through ebay. I don't know if it applies to Simple Delivery and I can't find any info on it right now, so maybe I dreamt it.

Asking at the post office won't hurt. Maybe they have a box there that the label simply fell off of...

[jckl1957]

The tracking shows you printed the label but the item is not showing as handed over to Royal Mail.

The Post Office won't be able to do anything - you could try Royal Mail Customer Services number.  You may have to wait a long time to be answered, but they are usually very helpful once you get through.

[str11p · Accepted solution]

Anything could have happened but as your partner saw three labels printed (and no tracking on one), could the same label have been printed twice somehow and applied to two boxes(?) You would think that the PO or the carrier would have realised but does the tracking for the other two boxes look normal i.e. no "duplicate" events, nothing out of sequence etc.?

[str11p]

I wasn't dreaming.

https://community.ebay.co.uk/t5/Announcements/Extended-Item-Not-Received-protections/ba-p/7935421

If it turns up after you've refunded the case; I would suggest contacting customer services.

[shabbadeey2k]

Youre absolutely right, theres duplicate entries ! 

How to do anything with this information 

[str11p]

On the Royal Mail tracking site enter the tracking number in #6 and the postcode for that delivery. It should show a photo of delivery - see if both boxes are shown.

[shabbadeey2k]

Thank you so much for your quick replies. 

How do i find their postcode? The postage button here just copies their name but no further information.  Is there a way to see their postcode after the item has already been sent or its hidden now? 

It wont let me check on royal mail, like you said, without the postcode 

[str11p]

Last time I sold a RM Simple Delivery item (November) I got an email titled ""eBay delivery label ......." and the postcode was in there.

[shabbadeey2k]

You're absolutely correct. Here are botj boxes on his doorstep. The larger box is the one he shouldn't have received

But would a picture of this be enough for ebay to assist? Sorry for below slow, but what is the best way to use this information? As sadly the receipt would have probably proved this already had it not been lost.

[str11p]

It's not ebay's mistake. Personally I would try first to get whoever received it to send it back to me, and pay for the label. If that happened I would feel lucky I was only down £4-5 (for an Evri label.) Then try and resell it to the person who bought it or just relist it.

However if the person who received won't send it back, then I would take it up with ebay at that stage. Update this thread, if necessary (or start a new one); I've never had anything similar, so couldn't offer any more advice.

I doubt it's worth (at this stage) asking the PO or RM. The PO could just say - your partner must have presented the same QR code twice.

[ile136yz]

Hi,

How were the postage labels paid for?  If paid for by a Payment Provider, they will have a copy of the postage label transaction (with a Ref No. from the RM).

[str11p]

Thinking about it more, if the person who received it won't send it back; I would start a new thread with a title describing that specific issue. Not many members have commented on this one. And discuss with ebay customer services.