Item not received case opened 31 days after dispatch and closed in buyers favour.

[kung-foo-bob]

Hi, 

Just looking for some further advice/input on the resolution of this situation.

Item was dispatched in the middle of May by Evri via Packlink (bought through eBay). I hear no complaint from the buyer over a missing item so presumed the item was delivered.

1. I get an "Item not received" case opened 31 days after posting. The buyer is saying the item has not been delivered.

2. I check the Evri tracking and see that the tracking trail ends not long after I posted it. I contact Evri, who check the local depot and agree it is lost.

3. I contact PackLink to open a claim. I am told no claim can be opened because lost parcels can only be claimed for within 30 days of posting.

4. I ask eBay to step in and they find in favour of the buyer and refund in full. I am out the original cost of the item + the cost of postage.

I assumed the buyer protection only covered 30 days from purchase date, but this is incorrect? Can the buyer claim for an undelivered item at any point and the seller has to eat it because they are out of the claim-for-loss window of the postal insurance?

Going forward, is it best practice to check that each item is delivered after X days and contact the buyer to ask that they received it? However, if they don't respond, they can still open a claim after 30 days and eBay will find in their favour?

Any thoughts?

[roger_roger_over_and_nowt]

It's 30 days from date of delivery not date of purchase.

[xyz307xyz]

"You [buyer] have up to 30 calendar days after the estimated delivery date has passed to report that an item hasn't arrived."

https://www.ebay.co.uk/help/buying/returns-refunds/reporting-item-didnt-receive?id=4042

[kung-foo-bob]

So it looks like there is a 3-4 day grey area between the estimated delivery date+30 days of buyer protection, and the 30 days of PackLink's claim window, where disputes like mine fall through the cracks.

I'm assuming that if the buyer had claimed, say, 35 days after I posted, then eBay would not have found in their favour?

[xyz307xyz]

I just quoted the stated policy. The estimated delivery date will depend on various things; and is shown to buyer and seller last time I checked - on the order.

[ile136yz]

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@kung-foo-bob wrote:

Hi, 

Just looking for some further advice/input on the resolution of this situation.

Item was dispatched in the middle of May by Evri via Packlink (bought through eBay). I hear no complaint from the buyer over a missing item so presumed the item was delivered.

1. I get an "Item not received" case opened 31 days after posting. The buyer is saying the item has not been delivered.

2. I check the Evri tracking and see that the tracking trail ends not long after I posted it. I contact Evri, who check the local depot and agree it is lost.

3. I contact PackLink to open a claim. I am told no claim can be opened because lost parcels can only be claimed for within 30 days of posting.

4. I ask eBay to step in and they find in favour of the buyer and refund in full. I am out the original cost of the item + the cost of postage.

I assumed the buyer protection only covered 30 days from purchase date, but this is incorrect? Can the buyer claim for an undelivered item at any point and the seller has to eat it because they are out of the claim-for-loss window of the postal insurance?

Going forward, is it best practice to check that each item is delivered after X days and contact the buyer to ask that they received it? However, if they don't respond, they can still open a claim after 30 days and eBay will find in their favour?

Any thoughts?

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Private Sellers who have sold an item/s with Simple Delivery & the Courier has lost parcel.

Contact eBay Customer Services by a typed message (so you have a copy). Make a note of the lost item's No. & Order No. to make it easy for the Agent to access the details.

Explain your side. ask the Agent to check when you will get your funds for the item sold with Simple Delivery. You may have to send a copy of the Couriers message to you where they confirm it is lost.

[kung-foo-bob]

I understand.

It just seems an oversight on eBays part to have a small window when the seller has zero protection, especially when eBay chose to partner with PackLink. The PackLink claim terms could have easily matched the buyer protection terms of "estimated delivery date + 30" rather than "label purchase date + 30".

I've guessing this might have been resolved with the advent of Simple Delivery. I'll have to look into it.

I'll chalk the dispute up to experience. Thanks for your replies!

[kung-foo-bob]

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@ile136yz wrote:

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Private Sellers who have sold an item/s with Simple Delivery & the Courier has lost parcel.

Sadly, it wasn't sent with Simple Delivery. This was during the Simple Delivery/Custom Delivery transition period.

[the.last.nazgul]

I think the answer is NEVER buy postage labels with Packlink.

[cobwebcottage]

In my experience, Packlink are by far the easiest to contact, respond and pay out if there is a claim.