Simple Delivery - How Can I Recover Money Paid For An Item Damaged In Transit?

[bitternloco4464]

I would appreciate some help please concerning items damaged, or lost, in transit and how these are dealt with under the new Simple Delivery regime. A few weeks ago I was informed by a buyer that his purchase had unfortunately been damaged in transit and was beyond repair. Naturally he required a refund of his money which I dealt with immediately. Since then I have heard nothing further and I am wondering how to go about recovering the money paid for the item (but obviously not the postage costs). Under Simple Delivery does ebay deal with the delivery company, in this case Royal Mail, and then reimburse me, or do I have to pursue a compensation claim directly with them myself? Also is the position the same for items lost in transit by Royal Mail as I have another case with them which is rapidly heading in that direction.

Apologies if this question has been answered previously but I have not been able to find anything on this in recent postings on here. 

Many thanks in anticipation.

[tressygirl]

If you have received an item damaged in transit,  then go to the right hand side of the item in your Purchase History,  and from More Actions on the  right select return this item.... damaged in transit.

If this was a Private buyer they will be under Simple Delivery rules,  and here,  eBay take over and fully refund you.

Doesn't matter who and why they refund,   if you received a damaged item,  one not as described if you claim within 30 days you will be fully  refunded.

@bitternloco4464 

[kidmore_kats]

I think the OP is the seller, not the buyer

[kidmore_kats]

OP it looks like you have done a DIY refund.

What you should have done is ask the buyer to open an eBay case for "Item not as described" (received damaged).

As I understand it, using Simple Delivery, eBay refund the buyer from their own funds.

If the buyer doesn't open a case and you refund yourself, I'm not sure how you can get a your money back 

[lucy_farmer · Accepted solution]

'A few weeks ago I was informed by a buyer that his purchase had unfortunately been damaged in transit and was beyond repair. Naturally he required a refund of his money which I dealt with immediately.'

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Oh dear, you shouldn't have done that ☹️ The only good point of Simple Delivery is that damage or loss in the post is covered by ebay *not* the seller.

The buyer should just have opened a case  (within ebay) for 'damage in the post' and ebay would have refunded them whilst still leaving you your money.

As ebay, under Simple Delivery, was the purchaser of the postage, they are the ones who have contact with the delivery company for refund purposes : not the seller.

I take it the buyer just simply messaged you about the damage and didn't open a case?

I've no real idea of how to go about getting your money back from ebay (or even if you can). The best thing you can do is put in a request for a 'call-back' from  (human!) customer services. Try this first thing in the morning (8.00am ish). This will give you the strongest chance of speaking to somebody in Ireland. 

(Irish CS seem to have more common-sense, more 'agency' to actually do anything , and they speak much better English...!)

[bitternloco4464]

Thanks for this information. The buyer was demanding an immediate refund and I thought I was doing the right thing in refunding him immediately but it looks as if I'm going to lose out on this. I will do as you suggest and try to speak to a human - can you perhaps tell me their phone number?

Thanks again.

[sml192]

You need to request a callback using the link below.  It is best to do so first thing in the morning so that you get someone from the team in Ireland who are more knowledgeable and have greater authority. 

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

8am to 10pm on weekdays and
9am to 6pm on weekends

[department28]

'The buyer was demanding an immediate refund and I thought I was doing the right thing in refunding him immediately but it looks as if I'm going to lose out on this.'

Unfortunately, I think if you refund without the buyer opening a case, eBay will not reimburse you. 

This seems to be happening far too often - a seller, wanting to be helpful - or maybe feeling slightly pressured - issues a refund without realising that the buyer has to open a case for eBay/Simple Delivery to cover the refund.

I think eBay should include a pop-up message/warning before a refund can be sent, to remind the seller about this.

[goodibags]

"I think eBay should include a pop-up message/warning before a refund can be sent, to remind the seller about this."

If Ebay get to keep buyer fees and postage and avoid doing any more, that won't be happening any time soon.

Same as stopping buyers without a proper postal address from making a purchase? Ebay will issue a warning not to use their own postage label but produce one anyway. Let the sellers deal with the chaos.

[department28]

In these early, confusing days of Simple Delivery, it just seems unfair of eBay not to remind sellers that they will only be covered for the refund if the buyer opens a 'damaged item' case.

'Don't worry, we'll cover the refund' is the main selling point of Simple Delivery - but obviously a lot of sellers are not aware of the 'providing the buyer opens a case' part.

[goodibags]

"it just seems unfair of eBay not to remind sellers that they will only be covered for the refund if the buyer opens a 'damaged item' case"

I suspect it's 'working as intended'. Compensating a seller would be an optional extra.

Also, I haven't seen this myself but understand that 'damaged' is included within an item not being as described.

As in 'Item not as described (was damaged in transit)'.

How many buyers will choose the right option when opening a case, or assume they're pretty much one and the same?

[tranceenthusiast]

You got conned there buddy. Very sorry to hear it. What’s wrong with people nowadays? 

[tranceenthusiast]

Great info here. 

[tranceenthusiast]

You’re a very experienced seller. Did they send a pic of the item? Assuming they did? 

[tranceenthusiast]

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@department28 wrote:

'

I think eBay should include a pop-up message/warning before a refund can be sent, to remind the seller about this.

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I wonder why they don’t do that.. 🤔 

[bitternloco4464]

I was totally unaware that by refunding the buyer myself, as demanded by him, I would not be able to recover my money and I don't recall seeing anything about this in the information on Simple Delivery put out by ebay. I am pleased to see the very helpful messages posted on this subject and I hope that as a result of my original posting other ebay sellers will not fall into the same trap as I did.

Thanks again everyone.

[goodibags]

Yes, Ebay could make it much clearer that a buyer is buying their postage from EBAY and NOT the seller.

And presumably also that UNLESS a buyer is refunded by Ebay then they won't be getting their buyer fees back. Nor the cost of the postage, which a courier would normally refund.

All I can suggest is it's almost certainly 'working as intended'? Possibly even better than that. 😉