Lost DPD Parcel via eBay forced shipping

[milestothesun]

I sold a pair of trainers via eBay Global shipping, I’ve printed the eBay DPD label dropped them off at the shop thinking all would be well. the parcel has gone missing the last scan is the DPD shop when I dropped them off. EBay has already sided with the buyer saying I haven’t had proof of portage. The Tracking number is on listing, you literally click through and it shows you I send them item and the date it was scanned by parcel shop/dpd. I’ve contacted DPD who have said the parcel has clearly gone missing but it’s eBay’s claim as they are the account holder. I can’t seems do do anything to claim back? 

I’ve spoken to someone twice from customer services, the first time and they still sided with the buyer. I have proof of postage receipt and a screen shot of the DPD tracking messages. 

I’ve got no idea what more I can do?  I’ve had this eBay account for 18 years Lol. It’s honestly ridiculous that this can happen. The postage was forced by eBay then you can’t do anything to sort it out. 

[4_bathrooms]

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@milestothesun wrote:

I’ve got no idea what more I can do?  I’ve had this eBay account for 18 years Lol. It’s honestly ridiculous that this can happen. The postage was forced by eBay then you can’t do anything to sort it out. 

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If you purchased the label via eBay you purchased it from a parcel broker called Packlink; Packlink are DPD's customer whilst you are Packlink's customer. You will need to file a claim with Packlink for loss.

[lucy_farmer]

You *do* have proof of postage  and a tracking number.  And on GSP sales it should be ebay's responsibility.

(definitely ebay's problem once it's reached the UK 'forward posting' centre, slightly less certain if it didn't even get that far... ?)   But if you have no contract with DPD, you can't claim with *them*. So ebay can't take money back from you without leaving you a way to get you money back from the shipper.

Sad to say a lot of ebay CS talk a load of cobblers; you may have had a couple of those....😞

Contact CS (Telephone call back) and do it at 8-9.00 am when the lines first open.

You have far more chance of talking to somebody in Dublin at that time of day; they're much more on the ball than than others! (and speak better english....)

[myriad*seller]

If the parcel did not arrive at the UK forwarding hub then yes, eBay refund the buyer

You (the seller) is responsible for getting it to the UK hub

If it does not arrive (as you state you only have proof you posted it and no proof it arrived) then eBay are correct to refund the buyer

You need to claim from Packlink for your lost item 

@lucy_farmer OP only has proof they posted it, there is NO proof that it arrived

No point calling CS if there is no proof it arrived at the hub. So no proof of delivery. OP is responsible for the UK leg of the journey. If it doesn't arrive at the hub then OP must refund. Proof of posting is meaningless. OP needs to claim from Packlink. 

It's only eBay's responsibility if the item gets lost AFTER arriving at the hub. Which is hasn't. So it's OPs responsibility as eBay showed in the case. 

[4_bathrooms]

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@milestothesun wrote:

The postage was forced by eBay then you can’t do anything to sort it out. 

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When you say it was forced by eBay was it a "Simple Delivery" label? Apparently, Simple Delivery can be used for GSP sales - something I've only just discovered. Did you choose the service and pay for it or were you just supplied with a label and a QR code?

If it was a Simple Delivery label you should not be liable for loss after obtaining an acceptance scan. 

[lucy_farmer]

Ta.... thought I was a bit foggy there somewhere...

[milestothesun]

I always pick my own shipping, 99.9% of the time I use Royal Mail tracked. Recently with trainers over a certain amount it’s locked the change shipping feature to DPD, this shipping comes up at around £9 pounds for the buyer. I’ve not found a way to revert it back to the old way of picking my shipping method. It then supplies you with a label to print. Similar to Vinted. So imo it’s 100% on eBay to sort this mess out. 

I’ve not even been advised to contact pack link and I’ve spoken to two customer service agents now. How do they not have this information? 

Thanks for the reply. 

[4_bathrooms]

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@milestothesun wrote:

I always pick my own shipping, 99.9% of the time I use Royal Mail tracked. Recently with trainers over a certain amount it’s locked the change shipping feature to DPD, this shipping comes up at around £9 pounds for the buyer. I’ve not found a way to revert it back to the old way of picking my shipping method.

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That happens when they qualify for eBay's Authenticity Guarantee for trainers (sneakers in eBay's American parlance). Apparently, if qualifying items are sold via GSP a (free) DPD label is provided even though they won't be eligible for the AG program:

"Orders shipping through eBay’s Global Shipping Program will also receive a free label, though please note that these items would not be eligible for Authenticity Guarantee."

Those FAQs also state:

"Do I have to use this eBay provided label?

No, but you will have to pay for an alternative delivery service, if that is your preference. When you use an eBay delivery label as part of eBay delivery, tracking details are automatically sent to your buyer and your shipment is covered in the event it's damaged or lost in transit."

In your shoes (sneakers?) I would appeal eBay's decision on that basis - there should be an appeal link at the bottom of the case to do this. You will likely need to direct eBay to their own published policy by copying and pasting the above link and the relevant text. eBay's customer service representatives are often clueless when it comes to what eBay's own published policy actually is but will usually follow it when it has been pointed out to them.

[milestothesun]

Still no further along with this, they have told me I will be called back twice by customer services and I’ve had no contact. When I try to claim via the pack link website it doesn’t recognise the DPD tracking number to take me any further along. No idea why if anyone has any more help. It’s so frustrating it’s £85 that I’ve lost. It’s not tiny amount of money. If i put a review on trust advisor will eBay contact me via that method? 

[4_bathrooms]

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@milestothesun wrote:

When I try to claim via the pack link website it doesn’t recognise the DPD tracking number to take me any further along. No idea why if anyone has any more help.

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It sounds like it was an eBay label; i.e. it was not a Packlink label. Did you pay for the label or were you sent a free label/QR code by eBay?

[b1tsandb0bs]

"If you purchased the label via eBay you purchased it from a parcel broker called Packlink; Packlink are DPD's customer whilst you are Packlink's customer. You will need to file a claim with Packlink for loss".

Please do not claim through Packlink they are worse that Evri or just as bad. There are not the delivery company, and they are based in South Africa.

You can look on the forum about Packlink how terrible they are. Also Google Packlink they will never pay you back. 

Its DPD they were the one to collect the trainers, not Ebay, and not Packlink. 

If you purchased the label through ebay they will see this, unless they are not interested, Do you have a copy of the label to up load as proof. I always print two labels one to send and one as proof for ridiculous situations like this. 

Surely when you dropped this off you get a receipt. 

Ebay always side with the buyer, even if the item was delivered and they say it was not. 

Please dont use Packlink. Look at the terrible review. 

Ebay do not refund anything and never will. 

If you have a tracking number for DPD contact them again. Did you take out any insurance with this postage label.  You cannot make up a tracking number either, its DPD, they were the ones collecting and the first scan. Then if there was no further scans they have either lost this parcel or stolen it. I had that with Evri stealing a number of parcels. 

[milestothesun]

I didn’t pay for a label I was just sent one automatically, I have my paper proof of postage/drop off for the item. 

[4_bathrooms]

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@milestothesun wrote:

I didn’t pay for a label I was just sent one automatically, I have my paper proof of postage/drop off for the item. 

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Then it is not a Packlink label; it is an eBay one. 

You cannot claim from Packlink - as they were not involved - and you cannot claim from DPD because you are not their customer; eBay is. As per my previous post you need to appeal the decision eBay has made on the basis their own written policy states you were not liable for any loss or damage that occurred during transit:

"When you use an eBay delivery label as part of eBay delivery, tracking details are automatically sent to your buyer and your shipment is covered in the event it's damaged or lost in transit."

[ile136yz]

Have you Appealed the eBay case/refund, so you can attach any information/proof you have to the appeal?

[lucy_farmer]

Then it *can't* be your responsibility........ if you didn't buy the postage label, you have no contract with the courier.

The responsibility has to lie with whoever bought the service.