Seller - items not received by buyer

[sahag-8680]

Hi 

Ive sold an items that looks like Evri have lost. 

Customer is wanting a refund. If I authorise this will I be covered by Ebay as I dont want to be out of pocket and lose the item.  Or do I wait for them to step in. 

[tressygirl]

eBy do not cover lost items as it is not they but the postal service you used who lost the item,  so it is from them that you have to later put in a claim, first your buyer has to be refunded.

If they have open a case for item not received,  and you do not have tracking to show delivery,  you must fully refund through those case details. Do this within 3 days and your seller performance will not be affected.

Then, you put in a claim with Evri, or Packlink if you bought the postage through eBay.

@sahag-8680 

[sahag-8680]

Thank you.  I will contact Evri 

[moldosgifts]

First deal with your customer then put in a claim

[arkwebus]

To emphasise: you need to refund your buyer first and within 3 days of the buyer opening a case.  

It is irrespective of whether evri refunds [which takes time if they do]

@sahag-8680 

[m25jet]

If Evri definitely have lost your parcel, as opposed to it just being delayed in transit, then it may be worthwhile considering switching companies and using a more reliable courier so as to minimise the chances of a recurrence of this type of problem in the future.  You can never totally guarantee that you parcels will not get lost in transit, whichever courier you use, but some companies are better than others so it is well worth doing your research into alternative companies that you could use and then making the switch to a different courier if Evri have lost the item you posted to your buyer and have ended up leaving you out of pocket as a result.

[martmarg41]

I notice that you state on your items that you use 'Tracked' postage. 

Do you record on the order details your tracking number?

What does it show for the item in question?

Do you use a direct postal account or go thro' eBay (Packlink)?

If Packlink any claim for lost items must go via them (not Evri)

I would recommend always using tracked services and entering the tracking code as soon as posted.

Unfortunately there are some buyers who take advantage of the lack of tracking to make false claims for non-delivery (even for low value items).

[pillarboxred]

Make sure the buyer makes the claim through the Item Not Recieved process on eBay, not via private messages nor email. Be careful as eBay likes to move swiftly and refund.