Simple Delivery DHL not collecting parcel, then falsifying tracking info

[chaosmongers2]

A had a package booked in for collection by DHL using eBay's mandatory Simple Delivery yesterday.

After it was logged as to be collected between 8AM and 6PM, nothing was collected - it was sat waiting for them all day, but there was no collection by 6PM.  At 8.37PM, they had supposedly scanned it and it was logged as collected and with them on the EBAY tracking system.    The parcel is still with me, uncollected.

It seems that they've likely scanned their own label to pretend to have collected it, as they couldn't be bothered to collect, as we're fairly rural and isolated around here.  I've let the buyer know, but there seems no place I can log this non-collection and deceitful tracking with EBAY. Any ideas?

[style_wise]

You have my complete sympathy, Yodel used to do the most Kafka-esque things when I lived in a similar situation. I also sympathise with the drivers who have a very tight schedule. But the only thing to do is get onto DHL  Customer Service straight away. Once your local drivers know where you are and not to mess with you, things should get easier. Just to be clear this isn't eBay or Simple Delivery, it's DHL.

[porte2425]

I’m not sure that you have anything to worry about.

If the item is in the system as posted, then you should be covered.

eBay are responsible for ensuring delivery of Simple Delivery items, so they will need to refund the buyer when it doesn’t turn up.

Just inform eBay about DHL’s behaviour (you can request a call back from Customer Services, or maybe this forum post is enough?), so if they want to take action against them, it is their prerogative.

The only issue may be if this happens often, as then eBay may hold you accountable.

[chaosmongers2]

Thank you for the information.  I've messaged DHL eCommerce, which is the division that deals with eBay's Simple Delivery, and have received an automated reply saying that I should receive a reply with 24 hours.  The buyer was very understanding about the problem too.

[porte2425]

Well you might get somewhere with DHL, but I wouldn’t hold your breath. It would be interesting to know what response they give to this though.

I’ve never used them, as they are not even an option on Packlink – so not sure why eBay have gone with them.

As you have pointed out, eBay forced this situation on you, and DHL are the ones at fault here. You have already wasted a lot of time as a result, so shouldn’t have to keep pursuing this yourself.

Good luck though.