eBay customer service said "don't worry". Simple delivery?

[stylish_world]

Package is lost. When will I get my money back? What should I do now? I explained many times that Evri lost my package. Customer service said "don't worry, we will help with this". I am still having problems with my refund. It was a Simple Delivery ( new options ) , but eBay customer service said "talk to Packlink". Then eBay closed my case. I talked to Packlink... That was almost 4 weeks ago. Then they said it was a simple delivery and eBay is taking responsibility for it. Packlink said "talk to eBay customer service".

I am furious with this service from both sides. I am a private seller. They said we have a guarantee. The buyer has, the seller has nothing. How will my small business grow? I was very honest and refunded the buyer. Who will refund me?
I asked eBay and Packlink to open a claim for loss for me. They don't want to help me. I don't understand why, if Evry lost it?!

I would like to see the Ebay platform in 5 years. You are in competition. There are many platforms with amazing customer service!

[stylish_world]

I have no idea. I think unprofessional customer service.

[moonlight-rhapsody]

Undoubtedly there's a lot wrong with ebay at the moment, but to be fair, Marco in Customer Service has tried 3 times to help you by asking for the item number and you will haven't given it!

[stylish_world]

I gave to him the item number when he asked !

[stylish_world]

Hey Marco,

Did you see my letter to you?

I sent you last week -- reference number UN2025PRO0001361511 Packlink

H0067A0348300055 collect by Evri on 13 May

thanks

[stylish_world]

Im still waiting response Im still waiting response from Marco.

[stylish_world]

As I said, eBay customer service gave me a link to a new label via Packlink/Ebay.

[sml192]

---

@stylish_world wrote:

I gave to him the item number when he asked !

---

It is the listing item number that marco@ebay requires not the Evri tracking number or Packlink reference number.  You haven't provided that in this thread.

If it is the Hopificio Body Massage that you sold in April then this is the number he requires: 375279748662.

Note, Marco is currently on leave until the 21st May. 

[stylish_world]

ok 

Then

thanks! I will response to him

[stylish_world]

Hey Marco,

Item ID: 375279748662 that was lost. 

Packlink and Ebay closed the case. Packlink said it was simple delivery , ebay said opposite information . I purchase the label from Packlink web provide by ebay customer service.

I don't have power talk to them.

Thanks for helping. 

[marco@ebay]

Thanks for your reply, stylish_world.

I've just sent this for review, once I get further information on this, I will post back here to let you know.

Thank you,

Marco

[stylish_world]

Thanks Marco.

I have contacted Pasklink several times. They closed the case because they believe eBay has taken responsibility for Simple Delivery. The manager of Packlink Victoria gave me a link where I can contact eBay directly. When I tried to contact eBay customer service, they said the case was closed. So both sides are ignoring me. I really don’t understand why they don’t want to open a claim for lost for me? Evry doesn’t mind. Now I can’t even talk to customer service. It’s very frustrating . I’m really not sure I want to continue doing anything with eBay.

[marco@ebay]

Hi stylish_world, thanks for your patience on this.

This has been reviewed, and I'm afraid we are unable to take further actions here.

To provide further clarification, it looks like this was originally a Simple Delivery transaction indeed, yes. However, the Simple Delivery label wasn't used, and it looks like you then requested the cancellation of the Simple Delivery label. This means that the Simple Delivery protection wouldn't kick in as the transaction wasn't completed using Simple Delivery.

Just to confirm that this was not a Simple Delivery transaction and make it clearer, the label that Simple Delivery generated (the one that was cancelled afterwards) was a Royal Mail label, not an Evri label. With Simple Delivery, you cannot generate 2 different labels from different carriers, as it wouldn't let you do that (This means that that Evri label was definitely not a Simple Delivery label). 

We took a further look to see if you purchased the label through eBay to help you that way, but we see no records in your account of you purchasing another label through eBay, which means that the label you used was bought directly from the carrier, and in those circumstances, you would need to make the claim with the carrier directly (Evri in this case). 

I wouldn't know why Evri is referring you back to us, but at this stage your claim can only be filed with them (Evri) as this wasn't completed as a Simple Delivery transaction for the reasons stated above, and due to the 2nd label not being purchased through eBay, the claim cannot be filed through us. If you did purchase the 2nd label through eBay, you could file a claim here, but the claim will not go through when you try to submit it as the label was not purchased through eBay.

Thank you,

Marco

[stylish_world]

Where is my mistake? Did I make a mistake in contacting eBay customer service or did I make a mistake in opening an online store on eBay?

That's understandable, but why did the eBay employee send me a link to exchange this label and send me a QR code? after I told them Royal Mail didn't accept the parcel. He said don't worry, the Royal mail postage label will be back to us in 30 days. Does that mean the eBay employee made a mistake and I will have to pay for it? I waited 4 weeks for them to close the case. Now I can't even contact Evri? The question is who will pay for this loss?

P.S. Customer eBay service : 

09:01:17 UTC Devika

Buyer has already pay for the prepaid label as royal mail didnot accept the label we can provide Evri label.09:01:29 UTC Devika Please do not worry here you do not have to pay.09:01:45 UTC stylish_world  Ok then

Next-

09:57:29 UTC Zeenat

Let me share you that You'll be protected if the item is lost or damaged during transit. Items are covered for any loss or damage caused from the point the item is scanned into the carrier’s delivery network and until it's marked as delivered.

10:02:08 UTC Zeenat

In case post office rejects your label you can get back to us and we will provide you the correct label.

My name is Doireann from ebay Customer Service. Thank you for contacting us in relation to Order 15-12944-59767. I'm more than happy to resolve your query today.

I understand your local PO did not accept the label for this order. I apologise for the inconvenience caused.

Please find attached a new EVRi label plus QR Code for this order. We cannot provide another Royal Mail label. Click here to find your nearest EVRi parcel drop-off point.

Please upload tracking H0067A0348300055 by following the below steps. You may need to follow these instructions on desktop site, not ebay app:

Order Details > Postage > Drop down menu arrow (beside Track package) > Add Tracking > + Additional tracking number

On 30 Apr 2025, at 03:42, ukcswebhelp@ebay.com wrote:

[stylish_world]

Hey Marco!

Thank you for resolving my issue. eBay customer service said the refund would be within 48 hours. I appreciate it!

Have a nice day!

[dls-online]

Well, this was an interesting case. Everyone knows Simple Delivery can't be trusted and there's almost no guarantee of any cover with it (despite the claims ebay makes). Marco kindly admitted this in a message he posted the other day, where he kindly linked to the T&Cs where it shows that huge amounts of items are not covered by Simple Delivery.

Interesting in this case that even with Simple Delivery being problematic at best, Ebay will still try their best to get around paying out compensation. I honestly believe Marco tried to look into it, but due to the failings of the system, Marco in fact made matters worse with an incorrect assessment and incorrect advice.

There is no way in hell I'll trust or use Simple Delivery. Far too much hassle with what looks to be zero protection.

[johnwash1]

---

@stylish_world wrote:

Hey Marco!

Thank you for resolving my issue. eBay customer service said the refund would be within 48 hours. I appreciate it!

Have a nice day!

---

Hi @stylish_world , can you please return and confirm you did get your refund?  I've several times over the years, on the rare occasions when I've contacted customer service, been fobbed off with the "within 48 hours" mantra, only to have to follow up again when nothing actually happened.

[stylish_world]

Hey

You are absolutely right. I did not receive my refund. Thanks for reminding me to check my account!

Take care!

[stylish_world]

Hey Marco,

I did not receive my refund. 🤔

[stylish_world]

Hey

This is a very interesting point from your side, but still I appreciate Marko for making a big attempt to help me. After his help, ebay contacted me immediately. Regarding Simple Delivery, you have no choice because ebay only uses Simple Delivery.

It is very strange to see that you try to invest in a small business, expand it to a big business and end up investing in packages that get lost by couriers. I don't understand the point of this business. Well, if you have a huge store, a small loss will be covered by the price of other items, but in my case it is a small business and if packages get lost, then for me as a seller there should be 100% compensation and protection. One thought came to my mind. if all sellers stop selling on ebay, what will happen to this platform?

[dls-online]

Dude, before anyone comes on here and points it out in a more negative way...you're listed as a Private Seller. Furthermore, Simple Delivery is a private seller problem.

Your above post makes it sound like you're actually a business (FYI a business does not face the issues of either Simple Delivery or Buyer Protection Fee). My advice would be to either delete the above post (which some might interpret the language used as an admission of trading as a business), or change you account to that of a Business Seller (which I believe incurs monthly fees).

Soz! Probably not the info you wanted to hear! : (