[Royal Mail] Buyer redirects package to a different address then opens an INR case?

[birmi.2015]

Hi I'm a novice seller on eBay and occasionally sell things, mainly gaming stuff. I recently posted an item worth about £100 via Royal Mail 48 last week. It was supposed to be delivered on Thursday last week, anyway considering the bank holidays, it still hasn't been delivered I was a little perplexed it didn't get delivered yet, but didn't really think much of it until now.

Anyway this morning I find the buyer has opened an INR case. However what's more is the buyer has seemingly re-routed the parcel themselve as the tracking now shows 'Advanced Redelivery Request - Deliver to Neighbouring Address' over the weekend too, which shows a specific nearby address and after a bit of Googling I think it's something the buyer must have done themselves?

It's a buyer with no feedback and we even had a brief conversation before I posted it (ironically I told him I'm a bit wary of no feedback users being scammers and he told me he's heard all about it and said he has seen it with his own eyes). I assumed good faith and posted it to the original address they provided anyway.

Other key information:

• I added the tracking the same day I posted it off
• Their original address provided was to a Click and Collect outlet
• The rerouted address seems to be a residential one

What are my rights now as the seller and the likely outcome of the ongoing INR case? I'm not really wanting to point the finger at them being a scammer but after finding them reroute the package and open the case a couple days later it's got alarm bells ringing in my mind...

[*knight-rider*]

`Problems with Click and Collect seem to be a regular subject here. `

This is why i`ve never used click and collect, GSP or anything else come to that, too many cooks in the kitchen.

Keep it stupid simple i say, just like i have since day one, never had a parcel go missing or arrive damaged in 20+ years!

[kens-diecast]

I found using GSP to be brilliant and has made a big difference to my sales.. The few issues I have had have always been quickly resolved by eBay. 

[*knight-rider*]

And that`s great, whatever works for everyone else 🙂 As we all read on here constantly, is how bad Evri are for alot of people, yet in all the years i`ve used them, i`ve had one issue, which was resolved with one email, so alot of things work great for alot of people, i personally just don`t like too many third parties, it increases the risk of issues.

[tranceenthusiast]

Hi what happened with this in the end please? 

I'm certain that my buyer is about to pull this trick on me. They have redirected to their local post office and not picked up. 

I expect them to put in INR tomorrow. 

[birmi.2015]

Long story short all was well as I got a refund for the full amount. 

From RM though.

After engaging with their customer support they concluded the postie must have acted in an abnormal manner (not sure if accident or deliberate) and then the parcel was deemed "lost".

Eventually RM sent a cheque in the post for £100. As I used RM 48 which insures up to £150.

[tranceenthusiast]

Oh man, so eBay forced you to refund? That's terrible.  Seems I'm about to get stung then.

Cheers for the fast response. 

[birmi.2015]

Pretty much.

Lesson learned: disable click and collect for listings.

As a previous post pointed out above, they can just file a INR then collect it from the post office with simply an ID and you're out of pocket.

I think in this case I got lucky because RM fumbled and I was able to claim, still unsure if the buyer also kept his money and also claimed it from the post office.

[kens-diecast]

Hi, the buyer went on to claim a non delivery and was awarded the case. I messaged an advisor using chat and asked for a call back. After chatting and explaining about the item being redirected they said that as the item was sent tracked the buyer must have asked (arranged) for the redirection so the advisor said they did not understand why they were awarded the case and they went on to  cance the award to the buyer. The money remained in my account. Buyer now on my blocked list so I never heard anything more from them.

[tranceenthusiast]

This is good to hear. If I get stung buy this buyer I'm going to contact CS by phone straight away.