Evri parcel with several items gone missing - refunded for one item but the other two are on hold!

[zax93]

I've had an EVRI parcel go missing this week - it had three separate items in it - one of the items ebay has refunded the buyer as they accept it has gone missing - the other two they are waiting until the 9th of August to proceed as the parcel is deemed still in transit.

So which is it ebay can't be both at once!

[tressygirl]

This is a difficult situation because if this was 3 separate purchases but packed together, there is only one tracking number , so if it hasn't proved delivery on time and the buyer opened a case / escalated,  eBay would refund,  but only for one item.  One tracking = one item.

I'm then presuming they are giving the parcel extra time in case of a very late delivery and looks like a discretionary refund may be on its way to the buyer,  or you may find paying for that refund for the other 2 items not received,  it's a wait and see case.

@zax93 

[zax93]

If it's a discretionary refund they should make that clear - they have simply said that one item has gone missing and two items have not - this makes no sense logically. 

When the buyer reported the package missing it came up as three seperate enquiries (one for each item) - my guess is that the ebay algorithim has come to three seperate conclusions and has not taken into account that they are all part of the same package.

I should point out it was ebay themselves that combined these items together during invoicing.

[lucy_farmer]

'I should point out it was ebay themselves that combined these items together during invoicing.'

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Ah! so these 3 sales weren't separate sales? i.e. they were all in the same 'basket' at checkout? (which is the method ebay use to combine shipping under S.D.)

If so, you definitely should not have to refund for *any* of them. I'd get on to C.S. and fight your corner here ...

(try asking for a for a 'call back' first thing , 8-9 am. At that time you'll have a better chance of speaking to somebody in Ireland. They speak better English and seem to have more common sense !)

[zax93]

Yes they were combined - I am not refunding anything though - ebay has refunded the buyer for one item which they have deemed lost in the post but the other two items they say are still in transit.

I am not out of pocket here - I just have a disappointed and confused buyer on my hands.

[lucy_farmer]

'I am not out of pocket here - I just have a disappointed and confused buyer on my hands'

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Perhaps get your buyer to ask for a call back from C.S. (again, the early monring hopefully Irish option!)

Ebay should be refunding them . 

We keep on being told that S.D. *refunds* with no fuss for buyer or seller.... so we need to see it happening.

[zax93]

Yes and weren't we told someone on the phone at all times to help? I guess we will see - i'll try and call them

[zax93]

I've been on the phone twice to ebay today. Although there was some discrepency as to the reason why both people I talked said that the buyer was uneligible for a refund on the two items still on hold - the basic gist is that if Evri says it is delivered that that is what ebay goes from and they are unwilling to refund. They were also holding on to some of my funds whilst the two items were on hold.

In the end I went with cancelling the dispute on the two remaining items and having them send the money over to me. I then sent it on to the buyer (minus the Buyer's Protection Fee - fat lot of good that turned out to be) So I am basically out of pocket on this one - I decided to not fight it further as the items only added up to about £20.

I was surprised by how little regard ebay had for the buyer in this situation - they were quite happy to give me all the money but were of the view that the buyer could not be refunded the full amount. Strangely the buyer told me that Evri changed the status to delivered ONLY AFTER he had made an enquiry about it and this change in status was one of the reasons given to me for ebay not refunding the buyer.

Strangely I had another item go missing via Evri this week and THAT ONE was refunded in full even though it was also shown as delivered.

In the end I felt it was better to take the hit and refund the buyer myself rather than leave him unhappy and out of pocket.

At what point during checkout can the buyer change from Evri to Royal Mail in the options or is this even possible? I am opted in to both but 99% of my stuff goes out via Evri.

[*vyolla*]

You can select Royal Mail only if you don't want to use Evri.

Opt out here in your account Postage Preferences:

https://www.ebay.co.uk/ship/prf

Or you can deselect a courier here:

https://www.ebay.co.uk/ship/prf/simpledelivery

[zax93]

Thanks - at the moment I am happy to keep Evri just wanting to know if the buyer gets a choice between Evri and Royal Mail at their end and at what point in the check out process can they make it.

The Ebay advisors couldn't answer that one.

[gjalp]

As a buyer, Ive encountered this twice with evri. Items not delivered and then after chasing it up, 2 weeks later evri changed both parcels as delivered. They weren’t. To this day they are in some evri black hole. I won’t buy if I think evri will be the delivery company.

[3942rick2005]

A couple of years ago I got an email on xmas eve at around 21.00hrs to say that my package has just been delivered. I was sat with full view of my path and door at the time so I knew that wasn't true. After a couple of weeks with no package I found out from the (excellent) delivery guy that the manager got so cheesed off with a container full of packages that he marked them all as delivered on the computer! ( Hermes at the time ) Anything goes with that company.