How do you get eBay to actually do anything to sort a minor issue out ?

[hjleech]

Hi.  I listed an item and over 3 weeks ago someone bought it, requesting it be sent to an Evri locker for collection.  I used Evri Simple Delivery and the item was sent.  Evri messed things up and never gave the buyer a QR code to get into the locker to collect the item.  The buyer told me and I phoned the Evri ‘customer services’ number and left a message asking when the buyer would get the item.  The next me and the buyer knew was the tracking system had been updated showing the item was being returned to me allegedly at my request (I didn’t ask for it’s return).  The item arrived back with me and I notified the buyer.  At my suggestion he then raised an ‘item not received’ case with eBay explaining the situation and advising that he still wanted the item.  eBay notified me that an ‘item not received’ case had been opened and they’d update me withing 2 days (48 hours).  After 4 days of hearing nothing I went onto their live chat and after an agent looked into it they told me they were unable to do anything about it and that they’d have to pass it on to another team and that team would get back to me within 48 to 72 hours.  They didn’t.  I went back onto the live chat advised them of the 2 missed update deadlines, and have now been told another team will have to be involved and it will be another 48 to 72 hours for an update.  All me and the buyer want is for me to be able to print a new Simple Delivery label at no extra cost to either of us and so I can send the item to him for a second time with eBay protections.  I’ve explained this to eBay but we seem to be going round in circles and the whole thing reeks of me and the buyer being fobbed off.  Is there any way I can actually get eBay to sort this out in a reasonable time frame ?   Thanks in anticipation.

[style_wise]

Enter the Simple Delivery Tracking Number again in the Item Not Received case. Then leave the Buyer to sort it out with eBay - as far as eBay is concerned, you finished your job when the item arrived at the EVRI locker. This is one that the Buyer has to sort with eBay, and eBay has to sort their own issues with Simple Delivery.

After all the dust has settled - you may end up with both the money and the item because you did your part correctly - you can reach out to the Buyer and help as a courtesy if you wish. Again emphasize that this was an eBay SD failure, and the difficulties were nothing to do with you. eBay protects you from Negative and Neutral feedback when SD is late or not delivered.

[a45heaven]

@style_wise 

Then leave the Buyer to sort it out with eBay - as far as eBay is concerned, you finished your job when the item arrived at the EVRI locker. This is one that the Buyer has to sort with eBay, and eBay has to sort their own issues with Simple Delivery.

Do you think leaving the problem to ebay to resolve, will endear a  buyer to the Seller in this case or indeed any case ?

ebay dont even show care and value on their own customers - The Sellers. 

Maybe im wrong for valuing my Buyers, but i maintain  a very high Repeat Buyer rate - (although ebay changed how they calculate to show a worse situation).

[hjleech]

Hi - thanks for the comments.  Whilst I know in theory I've done my bit, the frustrating thing is that eBay have given zero updates to the buyer or myself.  So the buyer is stuck in limbo too.  If they can't allow me to print another Simple Delivery label, they should surely be able to tell me that, then fairly quickly refund the buyer, update me that they've refunded him, close the case, then that would allow me to relist the item as a 'make an offer' and let the buyer know so they can quickly nip in and buy it again at the same price.  I obviously want to keep him onside for that eventuality so I'm wary of rather bluntly telling him I've done my bit and it's down to him to sort it out with eBay from his end.  I really don't see any complicated solution here, but it's the complete lack of update and being passed around with missed update deadlines and empty promises that's causing completely unecessary grief and leaving me and the buyer both in limbo.  If I knew of a way to leave feedback on eBay's poor perfomance I'd do it.

[a45heaven]

@hjleech 

 If I knew of a way to leave feedback on eBay's poor performance I'd do it.

Well , as ebay now own the 'Postage Cost' and Delivery Time' aspects of the feedback, comments relating to those factors should be directed in ebays direction, maybe ebay will redesign feedback to encompass their own contribution?