Foreshadowing an issue - advice

[lucy2706lucy]

So I have an issue that I think is going to arise and I’m just trying to get an understanding of what I need to do. 

I sold an item, a dvd box set over the weekend. Packaged up and sent via tracked mail. The item has arrived is morning. Tracking confirms this, however it says item was left in safe place, it then further says BY FRONT DOOR. Buyer saying they weren’t in, but when they’ve returned home the parcel is nowhere to be seen, neighbours haven’t got it etc. In the mean time I’ve said I’ll chat with live chat in the morning to try get some more information….

1 - If that is of no joy and the parcel is deemed lost, what should I advise the buyer to do?

2 - Assuming the buyer opens a lost parcel return (is that even a thing?) then what should I do?

3 - Does the new buyer protection change anything now?  - I was always of the understanding if a seller provided tracking and the item was deemed to be ‘delivered’ via tracking then they were covered.

The item for argument sake is around £60, if it was a small £5/£10 amount I’d of been happy just to refund the buyer and move on.

advice appreciated.  

[cbclassicbuyer]

The way I understand it is if tracking shows delivered, it's not your problem any longer. 

[eastern_standard_time]

Nope. If the seller has confirmation that the item was left outside the house then they can get a refund for non-delivery. I know this because I have done it twice when I've had stuff stolen from off my doorstep.

[lucy2706lucy]

A refund from who? If the seller, who do I then go to for a refund? Courier won’t give me a refund because the item says ‘delivered’. 

[andha-21]

@lucy2706lucy 

If your delivery details included a name, not just an address then they didn't complete delivery as you requested.

[iansims]

Don't refund yourself and leave yourself out of pocket. Let eBay do it from their funds. This is what they've done in the past anyway.

[lucy2706lucy]

What so effectively both sides keep their money? 

[lucy2706lucy]

So are you suggesting if they decide to open a not arrived/lost in transit dispute, eBay will side with then and I’ll have to go to the courier for refund? 

[iansims]

Yes. They've done this in the past - just takes a while.

[andha-21]

From everything else I have read here, that's what it looks like.

Even if eBay CS side with you initially the buyer has other options. The worst being a chargeback. That they'd almost certainly win, based on the information you've given here.

[iansims]

To clarify both sides keep their money.

I have this happen happen twice once as buyer once as a seller. Received back / kept the money both ways. May be different on higher prices.

[lucy2706lucy]

What are you supposed to do as a seller then? 🤣 You are asked to provide tracking, you provide tracking, tracking says delivered but you’re still liable to refund if the buyer says it hasn’t arrived. Absolute garage way to run a multi billion pound business. 

[andha-21]

Yep, it truly sucks. 

[iansims]

I may not have been clear enough - the buyer received their money and I as the seller kept my money. This was due to it be sent tracked and complied with ebay's money back method. Neither party was out of pocket.

[cbclassicbuyer]

Agree, and of course, the buyer could be telling fibs. 

[*vyolla*]

If your buyer opens an eBay item not received claim and the tracking status is showing 'delivered' then the claim should be found in your favour.

There's always the chance that the buyer may appeal, and eBay may then find in their favour. The buyer may also issue a not received chargeback via their card provider.

Providing the buyer opened an eBay item not received claim and that initial claim was found in your favour, then eBay should foot the bill should either of the above scenarios occur. 

[forestfeline62]

From what I have learnt from ebay ,that item delivered and left in safe place is classed as delivered by ebay so you have kept to your part of the contract .I would say that if the buyer had a safe place and the post person didn't leave it where they were supposed to then your buyer needs to take it up with the Royal mail ,and the buyer protection fee will help them with loss I presume . So wait for ebay to contact you if the buyer opens a not received case ,but they shouldn't because ebay will class it as delivered .  A friend of mine had a parcel put in their wheelie bin that had just been emptied by the bin men .

[forestfeline62]

did you upload the tracking number for ebay to see too .

[twin--turbo]

you are responsible for deliery and miss-delivery.  Your contract is with the courrier ( unless you used ebay delivery which then your contract is with Eaby , they contract the courrier ).

If your item is miss delivered then you are responsible, the buyer has no contract with the courrier so can't make any claim.

Miss delivey can include leavig in an unsafe place , or delivering to a wrong address.  Courriers should provide proof of delivery, if they don't then usualy a calim against the courrier will be successfull. 

"Marked As Deliverd" is not a certainty that delivery was correct.