Item was stolen

[fink_3390]

Hello. I sent an item. 

It was on the buyers doorstep. But he opened it and the phone was missing. I'm not sure who took it but it's not there

I obviously need to refund him but how Do I do this and it's never happened before

[lucy_farmer]

Did you send by Simple Delivery?

Does the tracking show it as 'delivered'?

Is there a 'delivery photo' ?

[podlingsmum2007]

Did you send the phone using a simple delivery label? If it was then advise the buyer to open a case for item arrived damaged/lost.

[lacatus1062]

Yes it was the Easy print q code and take it to post office

He's sent items and it's been stolen. How do I give him a refund.

[department28]

Do not be pressured into refunding before the buyer has opened an 'Arrived damaged' return request, or eBay will not cover the refund for you.

Come back and ask for further advice if you have more questions or concerns.

[jefftopman]

Remind me not to sell phones on eBay.  Just being sceptical but I wonder if the box was still sealed and the phone slipped out of a crack. 

[lacatus1062]

I just don't want it to affect my 100% feedback. I've always gone out of my way to maintain that. Tbf they said he knows it's not my fault but it's still not arrived properly. 

Will ebay take the money from my bank?  My balance is currently zero with them at the mo. Will they want it from me before they pay the buyer or will be my account be in minus?

[lucy_farmer]

(Are you fink_3390? the OP?...)

You must tell your buyer to open a case with the reason 'damaged in the post' or 'arrived damaged'  (or words to that effect) 

If this was Simple Delivery, this means ebay should cough up the refund, not you! (and ebay should leave your bank/ebay account alone..)

He must *not* open a case for 'not as described', or you will have to pay the refund.

[jefftopman]

Because buyer said phone was not in the box, if buyer states item damaged eBay will expect photographs of the damage and how well it was packed. I received a damaged item and had to send 2 lots of pictures because eBay weren't happy with the detail of the first submission. So I can't see the damaged in post option working. 

[lacatus1062]

Yes.    Thanks

[lacatus1062]

I've got two photos they sent me.  The photo of the parcel on the step had brown tape across the middle of the parcel. That's not how I sent it. 

I'm not sure if I can send them photos of how well it was packaged  as didn't of taking them before I sent it.  

[4_bathrooms]

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@lacatus1062 wrote:

I've got two photos they sent me.  The photo of the parcel on the step had brown tape across the middle of the parcel. That's not how I sent it. 

I'm not sure if I can send them photos of how well it was packaged  as didn't of taking them before I sent it.  

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What does Evri's/Royal Mail's tracking show? If it was delivered to the buyer's door there should be a picture that was taken by the delivery driver/postie.

Your buyer needs to open a return case selecting "Arrived damaged" as the reason. Did you record the IMEI & serial number of the device before you sent it?

[4_bathrooms]

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@jefftopman wrote:

Because buyer said phone was not in the box, if buyer states item damaged eBay will expect photographs of the damage and how well it was packed. I received a damaged item and had to send 2 lots of pictures because eBay weren't happy with the detail of the first submission. So I can't see the damaged in post option working. 

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Well...that's interesting. Was this for an item sent via Simple Delivery?

A return request for "Arrived damaged" protects the seller from being held liable for refunding the buyer where Simple Delivery is concerned. Whether eBay refunds the buyer or not is up to eBay - the shipping was paid to and arranged by eBay where Simple Delivery is concerned.  

[podlingsmum2007]

Sorry. I don't understand what that link is about.

[lacatus1062]

It says delivered by Rm48 but haven't got the postcode as it was only on the label. I'll have to ask the buyer for it

No i didn't write the serial number down. This is the first time in 10 year this has happened 

[lacatus1062]

Yes. It was simple delivery but now I can't see the address it was sent to as it was only the label which was printed. I'll to ask the buyer for it

[4_bathrooms]

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@lacatus1062 wrote:

Yes. It was simple delivery but now I can't see the address it was sent to as it was only the label which was printed. I'll to ask the buyer for it

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You don't need to ask the buyer for anything.

First, find the sales record here. Then, click the "View order details" link on the left - you will be able to obtain the delivery address and tracking number from there. Then go to Royal Mail's website here and enter those details.

[podlingsmum2007]

You can see the address if you go to order details page and click on 'print invoice' top right of page. It downloads it.

[lacatus1062]

Thanks.  I looked on that page but all I could find was just the name. It said  The full destination address will appear on your prepaid label.

I also need the buyer's email address for the Royal Mail website so I'll have to ask them for that as on that page it just gave a member's email address

[lacatus1062]

That worked a treat. Thanks