Tracking says collected but buyer says they didn't receive anything

[thethirstyhumbug]

Shipped an item last week and the buyer has just contacted me to say that the package is marked as collected but they did go to collect it. The Royal Mail tracking is slightly confusing as it says it was due to be delivered on the 16th but is then immediately marked as collected. Royal Mail support just say that as it is marked as delivered there's nothing that can be done. Anyone have any advice as to how to go forward and whether ebay would be on my side?

[tressygirl]

On the odd times I have gone to my sorting office to collect an item  when I was out and they tried to deliver,  they requested ID before they handed the item over.

Check with your family members maybe someone at home, saw the card informing a delivery was attempted and is now sitting in the sorting office awaiting collection, and they went and collected it for you.

A favour made but someone forgot to tell you?  Let's hope this is the case!

@thethirstyhumbug 

[sml192]

Normally an item can't be collected until after a delivery attempt is made unless the item is redirected in flight.  There is no evidence of either of those things having taken place in the tracking though, so very odd. 

If the buyer opens an 'Item not received' request then you should be protected as 'Collected' would count as delivered.   Make sure the tracking is uploaded to both the transaction and any dispute opened. 

[thethirstyhumbug]

I was thinking a similar thing as the tracking doesn't make sense. I already called support and they weren't helpful but I'm going to try again. Thanks for your reply.

[marco@ebay]

Hi thethirstyhumbug, thanks for your post.

Normally, we wouldn't be able to confirm whether you'll be covered or not without looking at the full case, but if the tracking number confirms delivery/collection, you'd be safe as a seller in a an item not received case. However, if the buyer files a case, let us know and we can send it for review no problem.

Thank you,

Marco