Item Delivered to buyers front door but buyer said they have not revcied & eBay ruled in their favor

[sabrebf]

I sold an item, posted through Yodel. In Yodels tracking it shows a picture that the package was delivered to the buyer's front door (the buyer confirmed it was his door in ebay chat). However, the buyer is saying he did not receive the item. Obviously going by the information I have the parcel was delivered I even have a signature on delivery by Yodel. However, the buyer brought the case to eBay & eBay ruled in his favour & I now have to refund him the full amount despite the fact there is proof of delivery. 

[plpmr]

if you had uploaded the tracking proving delivery before the case was opened you would have won.

If you did upload tracking then you can appeal eBay's decision.

[sabrebf]

I did upload the tracking before. I have now appealed the decision with screenshots from Yodel showing their picture of the package at the buyers door. 

[papso22]

I think you also need ebay to explain why they failed to give you their published seller protection.

[marco@ebay]

Hi sabrebf, thanks for your post.

If this is still not resolved for you, and you definitely uploaded a tracking number when the buyer filed the case to prove that the item was delivered, please confirm the item number only, and I'd be happy to send that for review for you.

Thank you,

Marco

[sabrebf]

Hi Marco,

I definitely did uploading tracking. 
here’s the order number - 18-12326-20163

[marco@ebay]

Hi sabrebf, thanks for your reply.

For privacy and security reasons, could you please confirm the item number only, and remove the order number from the post above? Once that is completed, I will send that for review for you.

Thank you,

Marco

[sabrebf]

Hi sorry 

here’s the item number - 326339356488

[marco@ebay]

Thank you, sabrebf.

I've just sent that for review, and you should get an update at some stage today in your eBay messages.

Have a good one,

Marco

[marco@ebay]

Hi sabrebf, thanks for this.

The team in question has informed me that there was a resolution sent to you already this morning, so they are unable to take further actions again. If you check your eBay messages, you should have all the information right there.

Thank you,

Marco

[sabrebf]

Hi, Yes I know this however i'm not happy with the outcome as my money has been taken away from me & there is clear proof that the parcel was delivered to the customer. (There's a picture of their front door and a signature)

[2012bespoke]

Hi there, I also have exactly the same issue, I sent the item with Royal Mail 48hour with full tracking, uploaded the tracking number, and the item was delivered, and a photograph of the parcel at the recipients front door. The buyer messaged me and said they lived next to a public footpath, and other neighbours have had parcels taken, from their doorsteps. 
I truly believe that once any parcel is handed over to Royal Mail, or another courier, and the tracking is uploaded and provided to the buyer, then surely it then becomes an issue between the buyer and Royal Mail, in my case, Yodel in yours.
I was fully confident that eBay would agree this could not possibly be my fault, how could it be?? I fulfilled my obligation as a seller, but unbelievably eBay ruled in the buyers favour, and issued a full refund..which means I have lost the actual item, lost my profit, and to add insult to injury refund the buyer. How can EBay actually expect continued loyalty and confidence from sellers? when they remain so biased against them. Their is no seller protection, whatever eBay say.. 

[eastern_standard_time]

The tracking details are irrelevant, as the photo shows the item was dumped outside the property.

I have previously claimed for a parcel left outside my house; the courier had a photo of it as in this instance, but it had been stolen by the time I returned home two days later. I opened a case and the seller refused it, claiming that the item had been delivered.

My argument was that the courier - and therefore the seller by proxy - had a greater duty of care to my parcel than to dump it on a step in full view of the road. As in this instance eBay ruled in my favour; OP will have to look to the courier for re-imburserment.

[eastern_standard_time]

This has nothing to do with bias against sellers. You are responsible for delivering the item to your buyer, Royal Mail (or Yodel, whoever) are your agent so if they screw up in some way it's down to you to claim against them for your losses.

[insidethe93]

I'd believe a photo more than a signature. Couriers have been known to forge a signature, oops, I mean to sign on your behalf.

[tressygirl]

A Postie or Courier is allowed to sign for an item, bit bizarre, but the recepient is not needed here, unless the item is over a certain value.

A photo may help if claiming from a payment provider, but not with eBay,  only tracking showing delivery will help in an eBay case.

@insidethe93 

[papso22]

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@sabrebf wrote:

Hi, Yes I know this however i'm not happy with the outcome as my money has been taken away from me & there is clear proof that the parcel was delivered to the customer. (There's a picture of their front door and a signature)

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Did they explain why that was the 'right' outcome?

[papso22]

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@eastern_standard_time wrote:

This has nothing to do with bias against sellers. You are responsible for delivering the item to your buyer, Royal Mail (or Yodel, whoever) are your agent so if they screw up in some way it's down to you to claim against them for your losses.

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Only if you are a business seller. 

[marco@ebay]

Thanks for your reply, sabrebf. 

Unfortunately, at this stage I wouldn't be able to assist any further over this channel. If you wish, you could contact our customer service team to see if there are any options left available to them that they could you to assist further.

Thank you,

Marco

[eastern_standard_time]

You are sadly mistaken.