Pitney Bowes ludicrous advice to a disappointed buyer:

[pillarboxred]

 HOW AM I (THE SELLER) SUPPOSED TO KNOW WHERE THIS PROPERTY IS WHICH WAS LAST HEARD OF IN POSSESSION OF BOWES.

[pg_kicks]

If you have trcking that shows its got to Pitney and its beyond the EDD then just get your buyer to open an INR case, you are both covered as long as its got to them. If not then you will have to claim from your courier. Sorry if I have totally misunderstood your situation though. 

[pillarboxred]

I've asked my buyer to open an Item not Received case. I've also told him that the advice Pitney Bowes give is ridiculous as how can I or eBay know where the parcel is when it was given to them. This is the mind-boggling advice Pitney Bowes give our disappointed buyers: 

"Your package is delayed/missing? Contact your Merchant/Retailer.

If you have questions about the status of your delivery or return, contact the retailer directly or marketplace where you made your purchase. Pitney Bowes provides a service for these companies and does not have this information."

If anyone should know where the parcel is, it is Pitney Bowes! Am I missing out something? How many sellers who use Pitney Bowes or the eBay GSP have seen this bizarre and alarming statement?

[pg_kicks]

Its annoying but its the same if Royal Mail lose a parcel, the customer should contact the seller and first contact they'd say we have no idea but we shall investigate, you'll need to et somebody good within eBay but more than likely it'll not be located till it appears back on eBay on another account selling it. As long as you have tracking showing delivered to them you are covered, annoying but pretty simple.

[ed_58611]

Did you try the PB parcel tracking tool accessed by scolling down the page to "Package Tracking FAQs"?

[myriad*seller]

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@pillarboxred wrote:

 HOW AM I (THE SELLER) SUPPOSED TO KNOW WHERE THIS PROPERTY IS WHICH WAS LAST HEARD OF IN POSSESSION OF BOWES.

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They mean click the link and contact "eBay" [the retailer] to find out where the parcel is, as the tracking is on the eBay site. 

[sml192]

It could maybe be worded better but that is just a standard message informing the buyer, that if they have an issue with their delivery, that they need to contact the sender (retailer or marketplace) in order to resolve it, as it is the sender that has the contract with Pitney Bowes not the buyer. 

[marnotom!]

Happy Christmas Eve from Canada!

Apologies for exhuming this thread, but I thought it would be worth noting that Parcelsapp is a pretty good third-party tracking site that can sometimes find tracking info for multi-carrier shipments such as those going through the GSP.

And, no, I neither work for nor have a vested interest in Parcelsapp.

[scfc_151]

Ive had the same problem. As a seller i have a tracking number for pitney bowes. They lost the parcel. Ebay refunded the buyer and took money from my bank. 

I have disputed this but ebay aren't interested. 

They say its my problem

[marnotom!]

eBay claims you didn’t provide them with the tracking information for the item in a timely fashion, @scfc_151.  What happened there?

[myriad*seller]

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@scfc_151 wrote:

Ive had the same problem. As a seller i have a tracking number for pitney bowes. They lost the parcel. Ebay refunded the buyer and took money from my bank. 

I have disputed this but ebay aren't interested. 

They say its my problem

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You did not provide proof the item was DELIVERED so of course they refund the buyer

This is how buyer protection works! The buyer gets a refund if you fail to deliver. 

You now claim from Pitney Bowes for your loss.  eBay guarantee buyers will be refunded (by the seller) if the item does not arrive. Sellers ALWAYS lose cases where the tracking does not prove the item was delivered. 

[myriad*seller]

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@marnotom! wrote:

eBay claims you didn’t provide them with the tracking information for the item in a timely fashion, @scfc_151.  What happened there?

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They did not provide tracking *proving delivery* within the timeframe 

As the parcel was lost

So of course the seller loses the case. That is how Buyer Protection works. The seller can't keep the money if the parcel is lost in the post! 

[scfc_151]

How do I claim from pitney bowes? Their website says go back to ebay. Im in a loop

[sml192]

You won't be able to claim from Pitney Bowes as you have no contract with them.  Their responsibility for the international leg lies with eBay. 

You were only responsible for delivering the item to the international hub in Lichfield.  If you had provided tracking proving delivery to the hub within the required time line then you would have been protected by eBay.