Buyer claims non receipt, tracking shows it was delivered

[wendybing]

I sent an item by Royal Mail on 13th November and tracking shows it was delivered on 15th November.  I entered the tracking number onto Ebay when I sent it and it now showing as delivered. Today the buyer opened a claim as not received, saying that RM have told her I did not put her flat number on the parcel. The GPS co-ordinates on the RM website shows her flat number. 

However when I have gone into the case, I am unable to enter the tracking details again, they are greyed out. 

Firstly, how can a buyer open a case for non receipt when the tracking details are already entered and showing as delivered

Secondly, I can enter an additional tracking number - is this what I need to do and will that be enough to satisfy Ebay?

Thank you

[ile136yz · Accepted solution]

Enter a Scan of the RM Delivery information into the eBay's open Case for 'did not Arrive'.

I understand that eBay may have the info already, but when eBay's CS looks at the case everything is in front of them which they like (answer the case asap).

[wendybing]

Thank you for the response however I dont know where to enter this delivery information. The only options I have are update the tracking details, refund and send a message to the buyer. 

[ile136yz]

Go to the eBay opened case on your Hub page.

Where Ebay asked for your response.   Enter the scan/copy of the Courier's Delivery information (this is the Proof required).  If you are unable to scan the delivery information   -   Answer eBay by typing the Tracking Number where it is asking for your reply.   Also mention to eBay that their delivery info shows Delivered.  

I know you have already entered the tracking number when you sent the item, but eBay Agents only look at what is in front of them (which is the Buyers claim of 'not arrived'), so by giving the Couriers delivery information into the open case will help to close the case in your favour.  

[*vyolla*]

Was the flat number in the address details showing in the order?

[wendybing]

Yes it was and GPS tracking on the RM website goes straight to her flat number. 

I have updated the tracking details which shows the parcel as delivered and await their response

Thanks for the help, much appreciated

[robbtyke132010]

Sounds like she is scamming you - at least 50% of my non-deliveries come from people living in flats.

[bloodstoneguitarworks]

What was the outcome of this - I have a similar case with customer saying its my responsibility as the seller until he has goods in his hands

[vintique*violet]

Buyers are not accepting parcels just left on the doorstep or by bins in full view ready to be stolen...

A recent case was won by a buyer who stated just that ( although photo of item left on doorstep) it was not in " my hands" so not delivered. eBay refunded the buyer and the seller was without their item and funds.  Further it opens up so many opportunities for unscrupulous buyers and leaves private sellers at risk of losing and eBay take no responsibility as they will still have their ( held) funds and an automated bot will make decisions! 

Funds held for private sellers eBay states will be released after 48 hrs ( tracked) of " considered successful delivery"  or " successfully delivered"  this requires clarifying and postal services need to go back to delivering correctly to the recipient or leaving with a neighbour ..and cards put through the door to inform... it seems they are still using  the " 2020" silliness!... in my opinion. 

Edit...spelling. 

[4_bathrooms]

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@bloodstoneguitarworks wrote:

What was the outcome of this - I have a similar case with customer saying its my responsibility as the seller until he has goods in his hands

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As you're a business seller you are responsible for delivering the item into the buyer's physical possession. This is nothing to do with eBay's rules - it is due to Regulation 43 of the Consumer Contracts Regulations (those regulations do not apply to private sales). However, eBay's Money Back Guarantee policy states an online confirmation of delivery or attempted delivery is sufficient "evidence of successful delivery" for a seller to have an INR case decided in their favour.

What does the tracking actually show? Is there a picture of the package, GPS coordinates, any signature obtained etc? Also, what type of case has the buyer opened; is it an eBay INR case/request or have they filed a dispute (chargeback) with their payment provider? 

[a45heaven]

As you're a business seller you are responsible for delivering the item into the buyer's physical possession. This is nothing to do with eBay's rules - it is due to Regulation 43 of the Consumer Contracts Regulations (those regulations do not apply to private sales).

So Business sellers are not likely to be seeing Buyer Protection Fees in the future then ?

Do Private sellers not have any meaningful obligations prior to ebays creation of what ever process they are creating?

I seem to have seen lots of quibbles on the boards regarding deliveries failing, not as many as i imagine in the future however , those poor Mentors are going to be very stretched.

[4_bathrooms]

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@a45heaven wrote:

So Business sellers are not likely to be seeing Buyer Protection Fees in the future then ?

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No; I have just explained why in another thread.

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@a45heaven wrote:

Do Private sellers not have any meaningful obligations prior to ebays creation of what ever process they are creating?

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Whilst they are not subject to consumer legislation private sales are subject to the Sale of Goods Act. Under that act the goods must be as described but there is no requirement for goods sold by a private seller to be fit for any particular purpose nor is there any need for the goods to be of merchantable quality. Under the SoGA where delivery is concerned delivery to carrier is deemed delivery to buyer.

However, eBay gives buyers more rights than they have enshrined in law (which is perfectly legal for them to do). For the purposes of eBay's MBG private sellers must obtain an online delivery confirmation that either shows a delivery scan or an attempted delivery scan for the purposes of the MBG. There is no eBay policy nor law that states a private seller must deliver the item into their buyer's physical possession.