Preparing to issue a refund - EBay simple delivery

[lucy2706lucy]

I’m foreshadowing an issue that’s going to arise & want to know how to proceed once it does. 

I sold an item via EBay’s simple delivery (EVRI was used). Dropped the parcel off at the shop, slip received, tracking shows it scanned in, then send to sorting office, travelling to buyers local depot, arriving at buyers local depot, then nada - radio silence. Been like that for 10 days or so now. 

Buyer has been very understanding and not pressured me however I’ve now spoken with EVRI who has conducted a search and are now confirming parcel seems to be ‘lost’ and here’s what to do if I require to be reimbursement. 

So - I’m about to tell the buyer the parcel is lost and they’ll have to request a refund via eBay. 

Can somebody talk me through my steps when this happens, I assume because it’s eBay simple delivery that eBay will have me covered for when I need to claim? Or do I need to go via Evri themselves? What do I need to tell the buyer to request when the fill in their not delivered request? Do I refund them immediately?

appreciate any advice in advance. 

[papso22]

The  buyer just has to open a claim for item not received and ebay should pick up that it's Simple Delivery and refund directly to the buyer.

You do not refund and you do not deal with evri.  You may wish to enter a comment in the case that is was Simple Delivery. 

[the-nutwood-collection · Accepted solution]

Please let us know the outcome.  There's been a lot of debate about whether the 'eBay will refund' promise will let the seller escape the refund hook.

[lucy2706lucy]

This would be concerning if that’s not the case. The order was £60 and previous to EBay’s SD I would have always used RM with this parcel as I know I’m covered up to £150 (only £25 with EVR) but as it says ‘fully insured with eBay’s simple delivery I’m hoping it’ll be okay.  

[stonecedar]

Wait until the very last possible second to refund the buyer!!!

I lost money doing this.

Evri admitted the parcel was lost so I Immediately and naively refunded the buyer, thinking my claim was now with Evri for compensation.

Some days after I had done this (about 17 days in their network in total), Evri miraculously found and delivered the item. 

Case closed with Evri as they had delivered the item, they didn't care that I had refunded the buyer, not their problem.

So the buyer then had both the item and money, buyer wouldn't do the right thing and pay me nor did he have the obligation to, nor could eBay force him to.

Especially angry because it was high value, went through difficulties packing and taking to a shop, only to be no better off than had I slung it out the window of my car.

[papso22]

This is not the right advice for a sale covered by Simple Delivery seller protection.  Sellers do not refund on these circumstances and do not deal with the courier.

[stonecedar]

Take it as general advice then, don't do it!

[sml192]

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@stonecedar wrote:

Wait until the very last possible second to refund the buyer!!!

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With Simple Delivery the seller doesn't need to refund if the item is lost in transit.  Ebay will automatically refund the buyer themselves at no cost to the seller, so even if the item is subsequently found and delivered by the carrier the seller won't be left out of pocket. 

[stonecedar]

Take it as general advice then, don't do it!

[tub-at-home]

Tell the buyer to put in item lost as soon as possible, don't wait. Like you I had a buyer who never received item, evri not helpful, she was kind & waited, still no parcel, put a claim in through ebay & they refused as she had waited to long. No joy at all with evri so I actually refunded her but she lost out on the postage & I lost out on the sale. Ebay's buyer protection & simple delivery did not work that time.

[tub-at-home]

Tell your buyers to put in the claim to ebay as soon as possible otherwise ebay will not help, my buyer waited, as parcel was not delivered, apparently she waited too long, ebay refused to do anything. It was simple delivery and neither her nor I could get anywhere with evri. I actually refunded the buyer but she lost the postage & I lost the item.

[tub-at-home]

Seller has no choice they cannot contact the courier. I agree the seller should not refund as the buyer's protection & ebay simply delivery should sort it, but ebay didn't in the case of one of my buyers, parcel definitely was not delivered, tracking fully traceabloe to the point of  it then stuck in transit, and ebay refused to refund the buyer.

[tub-at-home]

That is how is is supposed to be be but it certainly was not the case with one of my buyers, ebay refused to refund. No I didn't have to refund the buyer but I did for good faith after no joy from ebay. So we both lost out. I do not like simple delivery, the seller has no control. In my case it was a huge sum but even so!

[sml192]

The buyer has 30 days from estimated date of delivery in which to make a claim under eBay's Money Back Guarantee, as has always been the case, after which eBay won't provide compensation.  Simple Delivery hasn't changed anything in that regard. 

[tub-at-home]

That may be so, but it was less than 30 days and ebay did refuse, tracking said item was still in transit & evri when finally the buyer managed to contact then said they could not find it & said they needed to contact ebay. Ebay refused to refund the buyer.

[lucy_farmer]

Did ebay give any particular reason *why* they wouldn't refund?