Undelivered Item

[anip]

I am the seller, the buyer raised the 'Item not received' case as it has not been delivered. As per Evri tracking, it says: 'We're sorry, your parcel has been delayed. We're working to get it on its way on the next working day and We'll let you know once it's out for delivery', but that was over a week ago. I contacted them yesterday, they said they would reply within 24 hours, but still no reply. I contacted them again and it says the case has been raised, they will contact me.

Once eBay gets involved, what will I get? Will they take my fee off and refund the buyer in full? I understand that the buyer should get compensation as they do not have the item, but so do I, I do not have the item either and Evri is not replying to me. I purchased Evri postage label via eBay, should eBay be reliable for Evri not replying to me and compensating me, the buyer too?

[sml192]

If you purchased the postage through eBay via Packlink, who are a postage broker, then you need to submit a claim with Packlink rather than the actual carrier.

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

Your buyer's claim against you is not reliant on your claim with Packlink so you need to refund your buyer before they escalate to eBay.  If you do that your eBay fees will be credited back to you.  If you don't refund voluntarily then eBay will force the refund, you won't get a fee credit, and you will receive a defect on your account.