Simple Delivery - loss/theft in transit

[annemew]

Member for well over 20 years, first time of selling on Ebay.

26th Oct
I was the seller in an Ebay transaction (Item no: 257167708086). I sent 2 coins packaged securely to the buyer - the item was collected from my home and I received a confirmation from Royal Mail - all under the terms of Ebay's Simple Delivery.

Subsequently the buyer reported to me that the package when it arrived had an opening/slit in the corner and the package only contained 1 coin. He duly reported the matter to Ebay.

Ebay wrote to me immediately, ".... Since you chose Simple Delivery, we’ve got everything covered from here. There’s nothing you need to do. We’ll take care of delivery, resolve any further issues, and inform you when the request is closed."

Subsequently Ebay has taken the very simple situation I had & turned into many strange events & cases with labels that are confusing:

28th Oct Item not received Case # 5367076786
28th Oct Item not received Case # 5367076786 This case has been closed.
1st Nov Return 5304310452: Return requested
3rd Nov return Case #5367528275: We’re reviewing the buyer’s return
8th Nov return Case # 5367528275: We refunded the buyer on your behalf

I have appealed & just heard of their decision to decline.

The buyer did not want to return the coin that he received. He said so in messages including a ".. seems stupid to me". He was coerced into doing so by Ebay who told him that was the only way he'll receive a refund. Since that time Ebay has faciilitated the return(1 coin missing), debited me with the buyers original costs of purchase and the postal charges for that and put at risk the 1 coin that remained. That coin is now safely received by me.

During this period I have spoken with 4-5 Ebay agents without gaining a proper understanding as to what on earth they are doing. During my very last such chat I asked why the contract & promises from Ebay regarding Simple Delivery cases have not been honoured. I was told that they had not (yet) reneged on it, but that I must wait for the return and report a defective return which I did. I'm now told this morning that they will not be refunding me beacuse return was defective because the delivery was defective - not a surprise there. I cannot see anything here apart from plain robbery.

It seems as if a (Small) court claim is the only remedy I have. However, I thought I'll post here in case someone may be able to advise me of anything else that I might try first.

[see "what is Simple Delivery?" at the URL - retracted here to avoid spam msg
I focus on these parts of that outline:
"Once your item sells, you’ll receive a prepaid printable label and QR code, which automatically includes tracking for your order so you can get paid faster. The best part is your items are fully protected in case of loss or damage in transit."

"From the moment your item is scanned by the courier until delivery confirmation, the full value of the item is covered against loss or damage during transit. Plus, you won’t have to worry about responding to buyer claims."]

[style_wise]

Duplicate post.

[4_bathrooms]

---

@annemew wrote:

Subsequently Ebay has taken the very simple situation I had & turned into many strange events & cases with labels that are confusing:

28th Oct Item not received Case # 5367076786
28th Oct Item not received Case # 5367076786 This case has been closed.
1st Nov Return 5304310452: Return requested
3rd Nov return Case #5367528275: We’re reviewing the buyer’s return
8th Nov return Case # 5367528275: We refunded the buyer on your behalf

---

The buyer has opened two different Money Back Guarantee cases. The first was an "item not received" case which they lost because Royal Mail's tracking indicated the item had been delivered. The second was an "item not as described case" - where Simple Delivery is concerned a seller is only protected if the buyer selects "Arrived damaged" as the reason for opening the case. When you look at the first message you received about the return case what reason does it state the buyer selected?

Also, what sort of value are we talking about? 

[4_bathrooms]

---

@annemew wrote:

I was the seller in an Ebay transaction (Item no: 257167708086). I sent 2 coins packaged securely to the buyer - the item was collected from my home and I received a confirmation from Royal Mail - all under the terms of Ebay's Simple Delivery.

---

Currency is excluded from Simple Delivery but I've just noticed the listing suggests it was indeed a Simple Delivery label; how bizarre.

[annemew]

The total loss on this transaction is less than £60, this was the second
such incident with me having settled the first one with a refund as I was
too busy at the time. I started this thread because at that time I had 5
packages floating around visiting all sorts of RM DO's and just after
reading that delivery will take place the next day they were all sent back
to Wimbledon where they started the journey.

Regarding the classification of the incident, I only have the info that it
was "Item not received" and possibly one of their agents added a secondary
description like 'Damaged delivery'. I cannot be too sure.

I've kind of given up on this as this was a one-off activity for me. I
stopped listing any more items last week whilst I mull over things. I've
now come to the conclusion that as a private seller I cannot sell silver
coins (prohibited list), I cannot dictate anything outside of Stupid
Delivery which means 99% RM or EVRI. Both these services are awful.

Ebay puts out these statements they handle everything and mention cover to
the value of sale etc but they know the items are not allowed listings.
Looks like a scam to me. They levy the postage and buyers' premiums etc but
have no intention of honouring the terms of warranties they give in various
places.

Thanks very much for you efforts and anyone else I haven't thanked already.
Cheers

[annemew]

Hi
Thanks for your interest.

I've had I think around 50 listings of nothing but 2020 1 oz silver coin/s.

Most of the descriptive details are selected from the dropdown
windows/selection lists that Ebay provide during the listing process. The
know what they are doing and their agents do.

If all goes well (buyer gets the coins+seller get the money) fine. If not
don't count on Ebay as a seller no matter what evidence is there.

[4_bathrooms]

---

@annemew wrote:

Regarding the classification of the incident, I only have the info that it
was "Item not received" and possibly one of their agents added a secondary
description like 'Damaged delivery'. I cannot be too sure.

---

What you posted clearly shows two separate cases. The first was an "item not received" case; the buyer was guaranteed to lose that case as there was online tracking with a delivery scan. They then opened an "item not as described" case; this is the only way a buyer can open two separate Money Back Guarantee cases. When a buyer opens an INAD case (return request) they have to choose a reason for doing so; under Simple Delivery the only reason where the seller is protected is "Arrived damaged". 

This might be appealable but first you need to find the return case here. Then, click the "Return ID" to open the case - at the bottom-right of the page there will be a "Return details" link. Click on that then post what is shown under "Return reason" in the pop-up window.  

[annemew]

I have already done that and got the badge etc. The last I had from Ebay was "we decided to stay with the umpire's call", "we understand your frustrations blah blah" and "as a business you must allow for ... ".

I'm a private seller, retired well over 10 years, audited other people's businesses, run my own business and all their advice is stuff and nonsense.

[4_bathrooms]

---

@annemew wrote:

I have already done that and got the badge etc. The last I had from Ebay was "we decided to stay with the umpire's call", "we understand your frustrations blah blah" and "as a business you must allow for ... ".

eBay's Money Back Guarantee cases involve a mostly automated process; knowing how that process works and how to appeal it isn't something you're going to get any help with from eBay's customer service representatives. If an eBay customer service representative told me the sky was blue I'd still stick my head out of the window to check.

There was a way to appeal the case and likely have eBay pay you back but if you have already appealed the case you won't have that option anymore. What you are now looking for is eBay's response to your appeal - does it state the decision is "eBay's final decision on the matter" or something very similar?

[annemew]

I dont know if this helps but I looked at Ebay's messages, located the entry referring to the 1st news of a case being opened. Under the history for the item it states:

[Buyer didn't receive the item

"I received the parcel and it was slightly torn and one of the 1oz silver coins was missing."]

[4_bathrooms]

---

@annemew wrote:

I dont know if this helps but I looked at Ebay's messages, located the entry referring to the 1st news of a case being opened. Under the history for the item it states:

[Buyer didn't receive the item

"I received the parcel and it was slightly torn and one of the 1oz silver coins was missing."]

---

That is the "item not received" case the buyer originally opened. They would have automatically lost that case because Royal Mail's tracking had a delivery scan (as mentioned, cases are mostly automated). The buyer "won" an "item not as described" case which was separate and opened after they lost the "item not received case". 

Can you see a closed return case on this page?

[annemew]

Thank you for persisting with this, I very much appreciate it.
Before I reproduce the detail below, you have seen that I'm selling a
prohibited item and most probably also in breach for the use of sellotape
of non-Ebay variety - this is why I decided to perhaps forget all about it!

OK, here we go:
Their message read:
Title: "We kept the original outcome of case ID #
After reviewing this case, we decided to keep the original outcome. We
weren't able to grant your appeal because we determined the original
decision was correct.

You won't receive a refund for this case.

History:
Here's the case outcome

After reviewing your appeal, we decided that we won't be able to change the
outcome of the case. After reviewing your appeal, we decided that we won't
be able to change the outcome of the case.

After reviewing this case again we decided to keep the original outcome
because we determined it was correct.

Appeal details
Why you appealed
The item was return damaged and/or used

What happened
I sold & sent the buyer 2 coins and I have received only 1 I attach picture
of the package contents. There is no other evidence to submit as it's an
event that was expected by all including eBay.

[annemew]

Yes indeed:

Return ID:

Requested: 28 Oct 2025

Reason: Missing parts or pieces

[4_bathrooms]

---

@annemew wrote:
Yes indeed:

Return ID:

Requested: 28 Oct 2025

Reason: Missing parts or pieces

---

That is why you lost the INAD case, a seller is only protected against loss or damage in transit if the buyer selects "Arrived damaged" as the reason.

As you have already appealed eBay's decision what I was going to suggest isn't going to work. If eBay's last message doesn't indicate it is eBay's "final decision" you need to contact eBay's customer services and request one. You can then file a complaint with the Financial Ombudsman Service.

---

@annemew wrote:
Before I reproduce the detail below, you have seen that I'm selling a
prohibited item and most probably also in breach for the use of sellotape
of non-Ebay variety - this is why I decided to perhaps forget all about it!

---

If eBay generate a Simple Delivery label the Simple Delivery terms still apply even if the item is on eBay's "restricted or prohibited items" list. Normally eBay recognises the item is on that list so doesn't generate a Simple Delivery label but they've lately started accepting jewellery (which is also on that list). 

[annemew]

Well, thank you for all of that.

The operative word 'final' is not there but I will double check.

The loss of that money in itself is not of paramount importance and I would
have got used to it but considering how much work you've put into this
perhaps I should myself continue as suggested.

The question of how should I proceed if I were to continue listing here was
the main problem I had.

Research told me all the posting delays are often a precursor to some sort
of theft and there were many delays. I did spend much time trawling through
the net and questioning Google AI, the waters were well and truly muddy
with respect to the classification.

So it seems it's a game being played and we've got to find the correct path
- Ebay are not going to tell us.

Thanks once again, I shall keep you posted.

[bravergrace]

---

@annemew wrote:

If all goes well (buyer gets the coins+seller get the money) fine. If not
don't count on Ebay as a seller no matter what evidence is there.

---

The trouble is, there isn't any evidence really.

You say you posted two coins.  The buyer says they only received one.

It's quite possible you are both telling the truth.  The envelope may have got damaged or wet in the postal system, and one item may have fallen out or been squeezed out by the machinery.  If this happened, it could have been down to careless packaging, foul weather, or theft in the system.  

But eBay don't know which - and they have no way of knowing whether you or your buyer are being truthful either.  It's one of the really hard things about online selling.

[annemew]

If I'm sane then I did send 2 coins:

Case 1: I sent zero coins - NOT TRUE Buyer found one

Case 2: I sent 1 coin with a hole in the envelope - and risked losing the
one coin I sent in the post?

Case 3: I sent 1 coin without a hole in the envelope: so someone else made
a hole for no reason!

I have pictures too but yes I could have kept one of them back! ?

[annemew]

Hello 4_Bathrooms

On the the 12th (2 days ago) I contacted Ebay CS and said I was seeking 'FINAL Resolution' of my case stating that I was being advised by an experienced Ebayer to do this and then to take it to the Ombudsman if no joy. I asked for confirmation of this fact and as of now there is nothing in respect of this case.

So midday today, I called CS again and spoke with an **Irish lady, who sounded a lot more encouraging than any other peviously. I have it in writing from her assuring me that she is looking into this.
So will let you know if & when we have news. I have put her in the picture as to the details.

Something that perhaps I missed telling you earlier, is with regards to the proof of delivery picture. The picture is of an entirely different item still bearing the same name (that of the buyer's GF, whose name is the only one appears on parcels to & from the buyer). The picture does not show any date either and shows a tracking number that on close inpection shows to be a number that is mostly hand printed or altered by hand. I tried a few variations of it and did not reach a valid tracking number. I don't know if this is significant but this and many other things lead me to believe Ebay's 'close reviews' are far short of a loss-adjuster's actions.

Cheers

** I read elsewhere that to a get a proper consideration to the Ebay cases to ring nice and early when the Irish staff may answer your calls!

PS I'm new to the selling stuff - a month at best. I'm 73 and my eyes are going somewhat - the small font light grey text on white is hard to notice and hard to decipher. So, whilst systems are not hard for me I still struggle a little to get to the right places on this board.