Buyer says they haven’t received item but tracking says delivered

[jesma5605]

Hi everyone

its my first time selling on eBay and I managed to sell an item for a good amount. I was so happy because the money is going towards an important move. I made sure I posted the item out literally the same day using evri simple delivery with eBay’s prepaid label. I took photos of how it was packed, how it looked outside on the box I used as I wrapped the entire box with fragile tape , used excessive amounts of bubble wrap etc to ensure it arrived safely. I truly couldn’t have done anymore to ensure it arrived in good condition at a good time.

Anyway, I was keeping an eye on the tracking the whole time, and on the day of the delivery which was Saturday 17th I had a notification saying it would be delivered between 11:00 and 13:00pm. Cool. At 11:33 I get the confirmation that it was delivered via evri, and it seemed to have updated on eBay as confirmed delivery. I checked evri tracking and it showed the GPS coordinates of where it was placed and the driver took a proof of delivery photo outside their door where the parcel was on a doorstep.  All was good as far as I was aware. On the Monday, I received my funds from eBay and withdrew into my bank- not heard anything from the buyer at all or eBay etc about the parcel so I assumed this is the order completed and he’s happy.  Fast forward to now, today Thursday 22nd of May at 10pm I received a email from eBay saying the Buyer has opened a case and said they’ve not received the item with a message from them saying “would still like the item but only if it’s delivered by Friday”. Obviously I’m confused because the parcel was confirmed by eBay and evri as delivered on the Saturday , funds released to me the Monday, and only now he’s opening a case saying he hasn’t received it. Anyway I send him a quick message apologising because I was under the impression everything was fine because it’s been almost a week since the delivery was confirmed. I also let him know that I’m able to see the tracking and explained there was coordinates where the parcel was left as well as a photo outside the door incase he hasn’t been able to check yet. He’s not replied yet understandably as it’s late, I’m just in a bit of a panic because it’s my first time selling and I was overly cautious from the start because I never use eBay. I have absolutely no idea what I need to do now, how I can even help in this situation or if I’m now gonna have to refund the buyer even though I did everything my end correctly the way eBay said. I think I’m worried that  the parcel was just left on the doorstep and stolen. I don’t know how I can help if that’s happened because if  a refund is required then I’d be out of pocket as well as no item. It’s too much money for me to lose if I’m honest. Any help would be really appreciated and I’m sorry if this is incredibly long and in the wrong section lol. 

[**peaseblossom**]

eBay will go by the tracking.   I'm surprised the buyer was even able to open a "not received" case if the tracking on ebay showed delivery.    Anyway, hopefully that is as far as it will go and it should expire without refund.    Ask the buyer to ask their neighbours in case someone has taken it in.

[department28]

Yes, if the tracking shows the parcel was delivered, you will not be responsible if the parcel has been taken from the doorstep. It seems odd that the buyer did not check the tracking for themselves, before opening a 'not received' case. 

It sounds like you have done everything right, but as it is your first sale, it is very understandable that you would be worried by a situation like this.

Let us know what happens, or post again if you want to ask anything else.

[lloydsgifts]

Add the tracking no where it says so in the case that he opened

[silicon-press]

It isn't technically true that if the item has been stolen from the doorstep, it isn't your fault.

Unless the delivery company received instructions from the buyer to leave the item on the doorstep (or in a safe place) then you the seller havenn't fulfilled the contract as your agent has failed to deliver the item correctly.

I recently had almost the exact same scenario - Royal Mail claimed to have delivered the item to a buyer's safe place, and provided a photo of the back of the van as proof. This was accepted by eBay as delivered etc, but they still allowed the buyer to open an item not received case. My buyer said that's not my safe place, so I shipped out an equivalent parcel (and asked for a signature). Royal Mail ignored the signature request and again left it in a safe place but this time it was the buyer's correct safe place.

From Citizens Advice:

"Your item was delivered by a courier

Check your terms and conditions or account details - they might include other places for delivery, like your porch or a neighbour’s house. If you agreed to them, it’s not the seller’s responsibility if your order has gone missing.

If your item wasn't delivered to the location you agreed, it's the seller's legal responsibility to sort out the issue. You can ask them to redeliver your item. You can ask for a full refund if:"

[lucy_farmer]

'Using evri simple delivery with eBay’s prepaid label. '

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If you used 'Simple Delivery' you *shouldn't* have to worry at all.

Under the S.D. system, ebay are supposed to take resposibility for loss or damage-in-post refunds. Not the seller............

(Out of interest; what was the item? I'm not just being nosy here😆 but you mentioned loads of bubble wrap which suggests to me it was a 'breakable'...?)

[vinylscot]

Again, that's not altogether true.

As it's a Simple Delivery transaction, the buyer effectively chose Evri. 

By doing so, he agreed to their terms and conditions, which will include leaving the item in a suitable place if he wasn't in. In addition, he would have received an email from Evri telling him approximately when delivery was to be made, and giving him options if he was not going to be available for the delivery.

He would also have received an email confirming delivery, with access to the photo. This is the point where a buyer would raise the issue of non-delivery. That's the biggest red flag suggesting the buyer is "trying it on", perhaps hoping the inexperienced seller would just refund.

In any case, eBay goes by delivery confirmations, and, as long as the buyer confirms the tracking details (I know eBay has them already, but take every opportunity to provide them again, so that whoever is looking at the case can always see them), eBay should either refuse the refund, or pay it themselves (under SD conditions).

If the buyer comes back direct to you, ignore him and report him to eBay. Also make sure you have added him to your "blocked bidders" list. 

[dancewithadingo]

Good Morning Jesmas

You have been given good advice,guidance and reassurance. Like the other correspondents I am sure that everything will work out for you ie you won't be out of pocket.

The only thing I have to say is at this early stage of your eBay selling career don't sell expensive items. Build up your experience and confidence by listing inexpensive products. Then when your feedback score and experience has built up gradually sell the more expensive stuff.

I half suspect that your buyer has seen the fact that you are new to selling and is trying to take advantage of you. As things stand they won't be the last unless you proceed carefully and slowly. Don't be blinded by pound signs infront of your eyes.

I fear for you with your current listing. You seem to have plunged straight in at the deep end.

Anyway good luck but just be careful and sensible.

[jckl1957]

As you used Ebay Simple Delivery, it will be up to Ebay to deal with the case.

I would do two things:

Let the buyer know that their item was sent with Ebay's Simple Delivery and Ebay will deal with the case.

Contact Ebay Customer services (use the link below) and point out that the item was sent using Simple Delivery so the claim is against Ebay, not you.  Because you used SD, I would expect Ebay to have sent you an email already saying something like 'The buyer has opened an item not received case. As you used Simple Delivery, Ebay will deal with the buyer's claim and you do not need to take any action.'

https://www.ebay.co.uk/help/eua?id=5275&mkevt=1&mkpid

[silicon-press]

Ah apologies, I didn't see the Simple Delivery.

As the buyer purchased the postage vie eBay and 'Simple Delivery' the seller is totally in the clear, as they have fulfilled the contract by giving the parcel to the buyer's courier. 

I think quite a few buyers will be caught out by this. When they purchase via Simple Delivery they've actually taken the obligation to deliver to them, out of the seller's hands. All that a seller will need to do is demonstrate that they have actually sent the itm.

[j.p.greenwood]

I'm not sure that's correct although I haven't read all the minutiae to be certain either way.

If, it's E-Bay selling you the carriage you're right, they would be liable, however, if E-Bay are acting as an 'agent' on behalf of Evri/RM then you'd have to take the issue up directly with the courier.

One thing I will say is if it's E-Bay selling the carriage and therefore becoming the liable party, they'll change that within six months for sure and probably three months, you might ask why?

Organised groups with lots of member accounts, that have no clear link to each other within E-Bay, start 'selling' to each other on E-Bay supposedly high value items (up to £750), but actually ship just weighted boxes, then start making claims for porch pirate thefts and making E-Bay liable.  These organised groups are very smart and very aggressive when they see an almost zero risk opportunity like this and could rack up hundreds of thousands of pounds a month in claims without too much difficulty.

[lucy_farmer]

'As you used Ebay Simple Delivery, it will be up to Ebay to deal with the case.'

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I hope the OP comes back with the results of this case, because it might help clear up one of the un-answered S.D. questions.......but only if we know *what* the item was! (the 'loads of bubble wrap' is what got me thinking this)

If it was on the 'exclusion list' and ebay *do* take responsibility for the parcel, that will take a lot of doubt and a few worries away from using S.D. (for anybody who's selling something on said list)

If ebay *don't* take responsibility, we need to know the reason why...

[silicon-press]

It isn't just ebay/packlink acting as an agent though - they are insisting that buyers who purchase from private sellers purchase the postage themselves via eBay, removing any responsibility for delivery from the sellers hands.

If a seller pays for postage - they are responsible for ensuring that the item gets to the buyer.

If a buyer pays for the postage - the seller is only responsible for ensuring that the buyers assigned courier receives the item?

[jesma5605]

Hi everyone! Thank you so much for all your replies, you all put my mind at ease and were so helpful. I’m very happy to say it’s all been resolved this morning - I contacted eBay’s customer service chat and they looked into this for me. I didn’t need to provide a tracking number or anything really, they were able to do it all their end because of simple delivery and they confirmed it was delivered to the buyers address. I asked them what happens next, because the buyer is reporting that they did not receive it even though it’s marked as delivered, and eBay said as a seller, I fulfilled my part by packaging & sending the order in time and it made it to the address so they said that they closed the claim in my favour!

I honestly didn’t expect this, especially with all I’ve read about simple delivery not being the best option for sellers but I’m honestly really impressed and happy with how it’s worked out today. I also received a message from the buyer once the claim was closed saying that they know I sent it and they think it’s a problem caused by the courier and that eBay told them that they will refund the buyer if the parcel is lost, so I responded expressing that I’m very sorry this happened and if they need me to provide any evidence I have my end then I will happily do so to help them, and then after this message they said alls been resolved their end and eBay has refunded them because it was a delivery company issue. All was sorted really fast to be honest, both myself and the buyer  received a good outcome from this unfortunate situation!

I should’ve mentioned what I sold in the first post I’m sorry🤣 it was just a New speaker  with little characters that tell stories etc, nothing strange or easily breakable/fragile! Just from past experiences of parcels getting damaged in transit etc I went overboard with packaging, bubble wrap, strong tape etc especially as the buyer paid around £80 for it , I wanted to just make sure it got there safely (backfired a bit!)

I normally sell on Depop & Vinted but their seller protection is almost non existent  in some cases and I didn’t want to risk it with any items I sell over £50 which is why I listed on eBay instead, I always remember being told that eBay is usually pretty good with seller protection if there’s any issues.

Again though, thank you all so much for your advice! I’m taking it all on board for next time too! 😊

[lucy_farmer]

'If, it's E-Bay selling you the carriage you're right, they would be liable, however....'

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Under the S.D. T's and C's :

Ebay will take responsibility for your parcel once it has been handed over to the chosen courier. As long as your parcels comforms to S.D terms and the carrier's terms, ebay will cover refunds for loss and damage in the post. (my bold italics)

The carrier's terms include a hysterically long list of items that are excluded from compensation for loss or damage in the post (covers almost everything breakable, valuable or seriously important- look up evri's 'excluded from compensation' list)

We have had one definitive answer that excluded items will *not* be covered under S.D. (few weeks ago from kat@ebay ) but there's been quite a lot of confusion and conflicting statements about all things S.D. over the last couple of months so can't really be sure.....

(The problem, if they are *not* covered under S.D. , is there's really no way of telling at the point of listing, and no options to avoid S.D if it does eventually become mandatory...)

Your point about 'partnerships' of dodgy buyers and sellers😎: ebay have always had algorithms that pick up on addresses/users that get unusually high numbers of non-delivereds, and they eventually get 'the sack' from the site!  So the 'partnership' scam may work a couple of times..? but not for long..

[silicon-press]

So if you have an item that is excluded from EVRI compensation (which as you say is just about everything) you must ensure that you don't offer EVRI to your buyer?

What happens if eBay allow the buyer to ignore your carrier choice?

[dancewithadingo]

Good Afternoon Lucy

Delighted to hear the sellers good news.  As regards your question as to just what it was, you are forgetting that by simply checking out the sold items for this seller all will be revealed. It was a 'Tonie'  and four small characters.

[lucy_farmer]

'So if you have an item that is excluded from EVRI compensation (which as you say is just about everything) you must ensure that you don't offer EVRI to your buyer?'

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Well, to be honest, R.M's 'excluded from compo' list (for normal postage services) is also pretty long!

But that's why R.M. offer Special Delivery.

Unfortunately, Special  delivery is unavailable within the Simple Delivery system.  So sellers are in kind of a 'cleft-stick' if they want to post something valuable/excluded.

If you're in mandatory Simple Del, the only way around it that I can see, is a bit clunky :

You list your item as 'seller pays postage' (postage costs included in item cost, like the old 'free' postage)

Download your label (so you get the buyer's address) but don't use it.

Post your item by your method of choice (for 'excluded' valuables, that's Special Del)

Then you have to request a refund of the original postage label that didn't get used. That refund will take about 30 days to get back to you. (when it's 'buyer pays postage' and the label doesn't get used, the refund to the buyer, is automatic.  The requesting is literally *just* to make life a little more awkward for sellers who don't use the S.D. label)

But I don't think there is a way of putting in the tracking number that does *not* belong to the S.D. label. Therefore the money from the sale will not be released until the full 14 days are up.  But at least your item is insured against loss and damage in the post..........

[lucy_farmer]

'....you are forgetting that by simply checking out the sold items for this seller all will be revealed. It was a 'Tonie' ....'

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Yes..... thank you dingo!  I need to work on my nosiness 😁