Item not received claim

[pricecutteruk]

Hi I sold a jacket and posted it through Evri  and it was delivered but the customer says I didn't receive it, I have also messaged Evri and they have not responded yet, what should I do now?

Evri tracking no under 

H051JA0064332064

[lens-sage]

I wouldn't worry. You'll be protected from any not received claim or corresponding negative feedback as your tracking shows the item was delivered.

I've had packages left outside the wrong building (with GPS and photographic proof) and been stolen and still lost not received claims, so I wouldn't worry about that.

Just watch out in case they switch to a not as described case (which unfortunately is almost unwinnable these days)

[firstgardencity]

I assume you posted with Evri by purchasing postage from Packlink.

If this is the case your first port of call is Packlink as they will arrange a refund for the lost package and postage costs if it does not appear.

[moldosgifts]

You should be ok for this as even attempted delivery is enough but I would gather my evidence screen shot of delivery etc.

If they do switch to not as described again just authorise the return if it was not delivered they have nothing to return.

If they send back something different come back for further advice there will be members that have delt with that.

[*vyolla*]

Is there any photo accompanying the tracking details?

If your buyer opens an eBay item not received claim it will be found in your favour. If there's a photo showing the package left outside then the buyer may appeal.

If your buyer issues a not received chargeback via their card provider they'll receive a full refund, but you should be covered by eBay Seller Protection if the tracking number shows delivery to the address on the order details, and eBay will provide the refund.

[rjwilmsi]

You say "it was delivered", have you checked the tracking in detail? The tracking needs to look correct, or at least not obviously wrong. So check that GPS location matches buyer's address, check Google Street View if there is any identifying building / door / property number in the photo. Check that the photo shows your item if it shows any parcel.

If the tracking all looks fine then eBay should cover you under eBay Seller Protection. So you tell the buyer, something along the lines of "tracking all looks correct to me, please open an Item Not Received case if you are sure the item hasn't been delivered to you, another person in the household or left in a safe place". Then if buyer opens INR case you must add the tracking again, eBay should close the case without any loss to you.

If the tracking looks wrong e.g. GPS location clearly nowhere near buyer's address then you need to contact Packlink (if label purchased via eBay), or Evri (only if purchased directly on their website) and raise a loss claim. eBay won't do this for you, eBay will issue the buyer a refund if the tracking is obviously wrong address. Packlink will be unhelpful, you will have to be persistent if you want them to pay out.