Really stressed - buyer has opened a item not received claim

[bigib-43]

Folks I know this has been talked about a lot but I am genuinely stressed to hell here. I have chronic depression and anxiety and this has knocked me sideways. 

I sold a handheld pc, a Lenovo legion go back in April. At the time I actually was shocked at getting more than I expected. 

I reset the pc and contacted the winner (who had already been chatty about replacing her laptop with this) on how to set up and offering to help her if she had issues. 

the item was sent special delivery. It was delivered on the 15th April. Tracking shows gps and photo. 

at 11pm on delivery night the seller contacted me saying they didn’t get it, the signature wasn’t theirs, the photo didn’t show them or anything besides the package and that it was stolen. She said she has Amazon packages stolen that same day. 

on the night I was devastated. I told her to raise a claim with the Royal Mail as I assumed the responsibility was with the RM. I had checked if recipients could claim for special delivery and apparently they can. 

fast forward 29 days and today the buyer said they had no option but to raise an item not received claim. 

they said they’d contacted the Royal Mail and that they said the seller had to contact them. I don’t believe her and she got her RM claim number wrong in the item not received claim, she sent me a different one. 

I reluctantly agreed to call Royal Mail. They confirmed a claim is ongoing and is in the name of the buyer. 

so what the hell do I do now?

I really cannot afford to refund this at the moment. As far as I was concerned it was delivered. the fact that the buyer said numerous items were stolen made me feel like it isn’t really my responsibility. 

can someone please offer the best course of action here? I responded to the INR case with tracking and a formal message. I also messaged the buyer many times throughout the afternoon. 

any help would be great 

[sunsetcurve]

You upload the tracking into the case, it shows delivered and Ebay will close the case in your favour.

[bigib-43]

Thanks. I did already submit the tracking number, though the buyer already had it. 

I would like to upload photos of the gps data but it looks like I can only submit text. 

I spent the last few months clearing out old video games and consoles then as one last sale sold this item. No matter what happens I am done with eBay. 

[sunsetcurve]

Ebay can see the same as you can in the tracking, including the GPS data. Don't worry, they're trying it on but you've protected yourself by sending tracked.

[*vyolla*]

I would also contact eBay CS in the morning and tell them that the item was sent Royal Mail Special delivery and tracking number XXXXXXXXX shows that it was delivered to the buyer and signed for on (date). Ask them to check the tracking number for themselves.

I wouldn't add anything else to the mix, like the buyer opening a claim with Royal Mail, that will just confuse things. All they need to be told is that it was sent RM Special Delivery and was delivered, the tracking number and delivery date. 

I’ve found that the easiest route to contact eBay Customer Services is via the link below where you can request a call back:

https://www.ebay.co.uk/help/eua?id=5275&mkevt=1&mkpid

[bigib-43]

Thanks guys

I’ve already blurbed all the stuff about them raising a claim etc. 

but yeah I will ring them 100%. 
honestly, it just had to happen the most expensive item I’ve sold.  

[sml192]

I definitely think the buyer is 'trying it on' in this instance as Royal Mail Special Delivery items are never just left on the doorstep or in a safe place, they are always handed to someone at the recipients address or if no one is in then returned to the sorting office. 

[bigib-43]

Yeah - they are clever to point out that photo is just of the box, no surrounding area. 

I asked if the buyer had contacted police given multiple thefts and if they asked neighbours for door cam footage but it was no to both. 

[forestfeline62]

I think the buyer is trying it on seems fishy to me that 2 parcels were stolen  does she not have a safe place for parcels to be left ? Usually if the person isn't in when royal mail try to leave a parcel ,they take the parcel away again and try to deliver again the next day ,unless they have a safe place to leave parcels that the royal mail know about and then they will leave it there .  Once an item shows delivered then ebay will side with you especially as you used special delivery . If royal mail are looking into it then they will get to the bottom of it . Just make sure you uploaded the tracking number into the listing then ebay can see it was delivered too . Also I look at buyers feed back when things like this happen to see if they have any tell tale signs that they have tried this before and if they have ebay will be aware of it and will take action .So don't worry you have done nothing wrong 

[gjalp]

I have a named safe place for deliveries but Royal Mail NEVER leave a Special Delivery item. That is always handed over to a person and a signature requested. Usually I also receive an email or text message so I can manage the delivery if no-one will be in to receive it. This all seems suspicious to me, even more so if the theft hasnt been reported (can be done online these days and a crime ref issued) and, because you have uploaded tracking and its been marked as delivered, ebay should close in your favour.

[ile136yz]

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@bigib-43 wrote:

Thanks. I did already submit the tracking number, though the buyer already had it. 

I would like to upload photos of the gps data but it looks like I can only submit text. 

I spent the last few months clearing out old video games and consoles then as one last sale sold this item. No matter what happens I am done with eBay. 

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As the other eBay Member advised 'upload the Tracking number'. (ASAP)

I noted you said you had already submitted the Tracking number, but the CS Agents like all the details in front of them.  It saves them time & they can close the eBay case quicker.

There is no need to reply to any messages you get from the Buyer.

[moonlight-rhapsody]

"Royal Mail Special Delivery items are never just left on the doorstep or in a safe place."

Actually they are.  I had a package of highly sensitive and confidential documents sent to me earlier this year by RM Signed For Delivery.  It was left outside.  When I looked at the tracking data, somebody else (had to be the postman) had signed for it.

[judydoodles]

Agree.  Special Delivery should be handed to a person at the address.  We've had to remind our postie not to hand our Signed For parcels to a random passer-by claiming to live at our address.  If the postie left it on a doorstep, maybe the buyer spotted this lapse and are trying to cash in?

[lucy_farmer]

'.....RM Signed For Delivery.  It was left outside. '

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Signed for and Special Delivery are 2 totally different things!

[gjalp]

I have had signed for parcels left (Ive actually requested this when its my regular postie due to the fact I work in the attic and it takes me forever to answer the door and Im usually in, he knows to ring the bell so I know there is a delivery) but not for Special Delivery or an express international delivery. Then he rings and waits for me to answer the door so I can sign for it and take it in. 

[bigib-43]

Thanks guys. 

the whole thing does seem dubious. 
the tracking shows that on the first day the delivery was held due to keepsafe, which is where the recipient has said they aren’t available. 

next morning it was held at a customer service desk. Then went for delivery. 
so surely it wouldn’t have gone out unless the buyer said they would be in. They claim they weren’t when it arrived. 

anyways I’m hoping the gps saves me. It is on the road just opposite side of road from the house. Which given gps accuracy probably means at the house. 

[ile136yz]

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@bigib-43 wrote:

Thanks guys. 

the whole thing does seem dubious. 
the tracking shows that on the first day the delivery was held due to keepsafe, which is where the recipient has said they aren’t available. 

next morning it was held at a customer service desk. Then went for delivery. 
so surely it wouldn’t have gone out unless the buyer said they would be in. They claim they weren’t when it arrived. 

anyways I’m hoping the gps saves me. It is on the road just opposite side of road from the house. Which given gps accuracy probably means at the house. 

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The GPS the Royal Mail give shows delivery of an item. 

For GPS - RM says Scanned delivery location includes a neighbour, Safeplace or Royal Mail's Delivery depot (this is shown on the online delivery information).

[bigib-43]

Yeah the gps shows as right across from the house 

 

[bigib-43]

They are number 42