I sold an item on 17/05/26, duly dispatched it the following day, and everything seemed to be progressing as expected.
After a while, I realised that I hadn’t received a notification of delivery, and could see that the Evri tracking had stalled at the point immediately after the parcel had been received into my local depot.
I fully expected the buyer to open an INR case, which they did, but eBay put the case on hold for some reason. The buyer contacted me asking for help. After chatting with customer services, I apologised to the buyer, let them know I’d used Simple Delivery, and that customer services had informed that they had put a 5 calendar day hold in place, in the event that the tracking might update, but we should both be refunded, if it didn’t.
Today was the end of that hold. I received an email telling me that the case was closed, the buyer had been refunded, but they also removed my payout, stating “You agreed to give the buyer a refund and didn’t issue it” (wrong - I agreed no such thing?).
I got in touch with customer services again, who agreed this shouldn’t have happened and ‘my appeal was granted’, with the funds released back to me.
This experience completely flies in the face of all the advertising and information given about ‘Simple’ Delivery. Why am I having to ‘appeal my case’, when the issue is caused by eBay’s/Evri’s failure to provide the service?
I tried asking the chat agent what might have happened, and they blamed it on either a ‘system glitch’, or as a consequence of the buyer ‘inappropriately escalating their INR case’. If it’s the latter, that definitely shouldn’t be allowed to happen, and the system should be tidied up to remove any outdated controls that might override Simple Delivery’s usual resolution process.
It has definitely made me wary of using eBay or Simple Delivery ever again.
