Simple Delivery (or how eBay passes the buck when things go wrong)

[sword-calibrator]

A few weeks ago I sold a large vintage ceramic jug and bowl set as a 'buy it now'. It was going from Norfolk to the buyer in Devon.  Evri was selected as the preferred courier because of the weight and size of it and Simple Delivery had kicked in.
I packed the item up really well, double boxing both the bowl and the jug and placed it into the Evri network. A couple of days later, I received a message from the buyer saying that the bowl had arrived completely smashed although by some miracle, the jug remained intact. The buyer attached a photo of the bowl, still in its inner box in many pieces. It hadn't just been accidentally dropped, it looked like it had been kicked across the warehouse! The message from eBay indicated that a return request had been set up. Given the photo evidence I deemed it unnecessary and pointless to request the buyer to send the item back and refunded the buyer in full, believing I could just submit the photo to Evri and claim a refund off them.
How wrong I was!

I contacted Evri customer services and they told me that even though they were the courier, as Simple Delivery had been used, I had to contact eBay customer services, via their chatbot. I received a message saying that as I had refunded the buyer , the case was closed and that I shouldn't have refunded at that point.

Now, I have been selling on eBay for many years and have consistently held the 'Above Standard' seller rating and 100% positive feedback. I think it may have been because in the past when things have gone wrong, I have acted responsibly and always taken care of my buyers, replacing or refunding where necessary whilst acting as a good ambassador for the platform. In the past, a swift resolution to a buyer dispute by way of a refund has meant I've avoided feedback spats and related unpleasantness. If the matter was down to a failed delivery or damage in transit, I've then capitalized on my goodwill with the buyer to obtain photographic evidence, or a statement in order to recoup my losses through the negligent carrier. 

Now it seems that eBay have got into bed with the carriers and despite everything a responsible seller has been encouraged to do in the past has been swept under the carpet. I've even had an email from Evri saying that they were responsible but I have to chase eBay, who won't do anything because I did the right thing and issued a refund, much as  I have always done in the past. 

The loss isn't great to me. £14 including shipping cost. What really grinds my gears is that with this new Simple Delivery concept, management of carriers has now been taken away from sellers and it's all to easy to enter into the loop of endless buck passing.

I'm curious to know if anyone else has fallen into this rabbit hole.

[*vyolla*]

When this happens the buyer is supposed to open an eBay return and select the 'Arrived damaged' reason and then eBay issue a full refund to them.

If the seller goes ahead and issues a refund then eBay can't issue one retrospectively. 

[realspark]

It's worth making sure you understand how Simple Delivery works, and in particular the insurance coverage.

If you had instructed the buyer to open a return and select "Arrived damaged" (or "Item damaged" if using the app), you wouldn't have had to do anything - eBay would have refunded the buyer in full, without any intervention from you.

It's a lot easier than having to deal with a courier for loss or damage.

[4minutemile]

Thank you for pointing this issue out. ebay is introducing new problems because it suits their profit margins.

[4minutemile]

I don't want to understand how Simple Delivery works. I want to use real postage stamps because I am posting to philatelists and postal historians. Simple Delivery is TOTALLY UNSUITABLE for me and the people I sell to.

[realspark]

That's fair enough, and entirely up to you. I'm only saying that you should acquaint yourself with the terms of Simple Delivery so you don't come a cropper, like the OP.

Sadly, eBay have decided that this is how it's going to be, at least until they decide otherwise. You either have to make the best of the system as it is, or find somewhere else to sell.

[department28]

'It's worth making sure you understand how Simple Delivery works, and in particular the insurance coverage.

If you had instructed the buyer to open a return and select "Arrived damaged" (or "Item damaged" if using the app), you wouldn't have had to do anything - eBay would have refunded the buyer in full, without any intervention from you.'

Yes. Unfortunately, it is obvious that this is not yet 'common knowledge' amongst sellers who are new to Simple Delivery. There have been several posts similar to the OP's, where refunds have been given in good faith, without the seller realising it is now eBay that will do the refunding for 'arrived damaged' cases.

Until people are more familiar with this, perhaps eBay should add a pop-up box before a 'damaged item' refund is given:- 'You will not be eligible for cover if a refund is issued before the buyer has opened a return.' Or 'Please ensure you have read the T&Cs before refunding.'

I know we should all be checking the T&Cs, and it's not eBay's fault if we don't - but in these early days of Simple Delivery, a bit of flagging up about things like this would have been very helpful.

[cabletie555]

You should look at consumer protection rights, while I'm no legal expert, you purchased shipping and insurance from eBay and if they are refusing to provide the service you paid for, that's generally not permitted. Hopefully they will look at your case and eventually refund you.