Simple delivery

[misiek250684uk]

Hi. I sold the item by ebay simple delivery. Unfortunately the item was lost by Evri courier. I made a full refund to a buyer before he opened the " item not received" case. Evri is saying that only ebay can contact them about my case because it was ebay simple delivery. But ebay is saying that they can do nothing because there was no opened case. At this moment buyer can't open a case. Is there a chance that I will get my money back?

[**peaseblossom** · Accepted solution]

I am sorry but you've done things the wrong way round.    The buyer opens a "not received" case, ebay issues refund and you keep the payment.   

The buyer won't be able to open a case now you've refunded.   Can only suggest to you get back in touch with ebay and see if they can help at all.  You can ask them to ring you here:
https://www.ebay.co.uk/help/eua?id=5190

Do that in the morning.  Best of luck.

[tressygirl]

Take a read of how Simple Delivery works,  as it may save you a lot of money and time in the future, see here:

https://www.ebay.co.uk/sellercentre/postage/simple-delivery?mkevt=1&mkpid=2&emsid=0&mkcid=8&bu=43952...

@misiek250684uk 

[misiek250684uk]

I was speaking with eBay customer service and I've been told that I can take the receipt and go to the place where I was sending the parcel. At this moment they are unable to open the case manualy because the refund was already made. 

[therenewalworkshopltd]

I'm not entirely sure what you think that you can accomplish by going to the drop off point?

Yes, you can go there, but there is no way that you will get anything done by doing so.

Support are notorious for this kind of thing, it is utter rubbish.  Don't waste your time.

In this instance, your only option, is to try to get something from support, but you have not done things correctly, so your probably going to lose out.

[misiek250684uk]

Yes, I realize that by not waiting for the buyer to open a case, I've practically lost any chance of getting my money back. But maybe I'll go to the place where I sent the package (only 30 meters away) and just ask if there's any chance they can do something. It won't cost me anything, although I've already accepted the loss.

[therenewalworkshopltd]

Unless your going somewhere that is actually run by the courier company, you are going to get a hard no from the shop.  🙂

They have absolutely nothing to do with them, they are just a drop off point and nothing more.

[jonatjonatjonat]

But - out of interest - what is it you expect them to do?

[*vyolla*]

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@misiek250684uk wrote:

Yes, I realize that by not waiting for the buyer to open a case, I've practically lost any chance of getting my money back. But maybe I'll go to the place where I sent the package (only 30 meters away) and just ask if there's any chance they can do something. It won't cost me anything, although I've already accepted the loss.

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But they didn't receive the money for the cost of the postage label. The buyer paid it direct to eBay.

Logically, they're not going to reimburse you for a payment that they never had in the first place.

[misiek250684uk]

I sent my package to the post office. They also accept packages for Evri. I don't expect anything anymore – it was eBay's advice to go there with the receipt.

[therenewalworkshopltd]

Some of the agents do this kind of thing.

I'd be willing to bet that it's something that you suggested/asked first and then they just said "yes, good idea".

Their main concern is to get you off the phone.

[department28]

'Yes, I realize that by not waiting for the buyer to open a case, I've practically lost any chance of getting my money back.'

Unfortunately, you are not the only one to have found this out the hard way. The fact that this is still happening on a regular basis, indicates that eBay have not made it clear to private sellers that the buyer must open a 'not received' case for eBay to cover the refund.

Too many sellers are still hastily issuing the refund as soon as the buyer tells them they have not received the item, thinking that is the right thing to do - and that they can claim the refund from the courier. Not being 'up to speed' with Simple Delivery can be a costly business... 😧

[misiek250684uk]

I was at the post office today because I was sending another package anyway, so I only briefly inquired about the lost package from Evri. When the woman smiled, I already knew the answer 😉. Lesson learned. Although I think eBay should specify that if a seller issues a refund without the buyer opening a case, seller protection doesn't apply. Instead, they only inform you about this by phone. Thank you all for your replies.

[hamble28]

You really should have read up on what to do under Simple Delivery before acting so quickly when the buyer contacted you but you’ve learned a lesson and taken the loss on the chin, so credit to you for that. 

Ebay don’t help sellers - I like to think I’m up on how to deal with this kind of thing but sometimes I find it hard to avoid pressing the big blue ‘REFUND’ button they offer on messages from buyers.

Lets just say I don’t think your situation is one ebay are actively seeking to avoid. 

[therenewalworkshopltd]

Unfortunately, you are not the only one to have found this out the hard way. The fact that this is still happening on a regular basis, indicates that eBay have not made it clear to private sellers that the buyer must open a 'not received' case for eBay to cover the refund.

To be fair, it really is fairly self explanatory.

If you don't receive an item, you open a not received case.

This is exactly what ebay tell customers to do.  If sellers ignore policy and proceed to refund without following it, then you cannot blame Ebay for this.

I get that people want to get issues sorted with customers quickly, but the rules are there to be followed.

[misiek250684uk]

A small update. Today I received a refund from eBay for a lost package. So I think it's always worth trying to contact support and explain your situation. But of course, there's no guarantee you'll receive a refund if you don't follow eBay's procedures.