Buyer claiming parcel was stolen from doorstep

[ciahil0]

Hi, I've a buyer who ordered a parcel and it's been marked as delivered with photo proof but he claims it's been stolen as it was left at his front door. I've contacted royal mail but they've yet to respond. 

What would you recommend I do about this? 

[pete7890_4]

Yes had a call today. I have messaged the seller. Now e bay closed the case
no refund .so ill see what the seller says.i dud say it shouldn't be me
trying to contact the courior

[lucy_farmer]

I think you should put your question up on the 'buyer' board -directly underneath 'seller central' on the 'discussion' button.

(they've probably seen this problem a hundred times and know how it pans out....)

[pete7890_4]

Ok

[dch2112011]

ebay will ask you to contact the courier where tracking shows delivered and a customer claims it wasn't or claims it was left in an innappropriate place and has gone missing.

This is simply because the seller has the proof of delivery from the delivery company and this is presented to ebay who accept the delivery company's official confirmation of delivery.

A buyer then claims it has not been delivered correctly or at all so ebay will direct the customer back to the carrier to obtain 'proof' of a misdelivery or non delivery.  This is entirely possible to prove with an email, chat transcript or official letter.  (often chat transcripts are the most revealing) 

Unfortunately with ebay's MBG sellers in the majority will not do anything to help, they believe that their responsibiity ends with the MBG which protects sellers by accepting the tracking proof of delivery.

Very few will take a decision based on their customer care or follow up a complaint with the carrier they wash their hands and simply hide behind the MBG

Customers also adopt the same attitude if an item is delivered a day or two late often claiming a refund and then keeping the goods - it is a flawed rigid system which ebay implement and push as the first and last ' solution and now this is what it has become for both sellers and buyers.

A buyer can contact their card company and ask them to reverse the payment - if the parcel shows left on the doorstep and the buyer has tried to reach out to the seller with no response.

[pete7890_4]

Thank you

[dch2112011]

If you can obtain proof of misdelivery - presenting this to ebay will reverse the decision and you will be refunded 

Once your card company reverses the payment by opening a chargeback against ebay - ebay will refund out of their own funds the card company and the card company will have refunded you -  your card company will need to agree with you - a photo showing the parcel left on your doorstep should suffice  and a negative response from ebay and or the seller and or the courier - the lower the order value the easier it is .

Quite often card companies simply refund you -  what happens after that is between ebay and the card

company and between ebay and the seller 

It is worth a try - but be aware nothing is ever guaranteed 

[eastern_standard_time]

"I wouldn't consider a door step a safe place to deliver a package to either, but eBay will."

If this was the case then I wouldn't have won the two cases where I have had precisely this happen...

[pete7890_4]

The seller and e bay have said no so I don't know what else I can do