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!

[jckl1957]

Either the item was sent with Ebay Simple Delivery or you bought the label through Packlink/Ebay.

It has to be one or the other.

If it was Simple Delivery, then Ebay would refund.

Otherwise, you would be responsible for refunding the buyer and then claiming from Packlink.

As you are a business seller, you do need a business account.

Use the link below to upgrade.

https://www.ebay.co.uk/sellercentre/selling/create-ebay-business-account

[stylish_world]

No, your advice doesn't help, really. I know my responsibility. Neither eBay nor Packlink want to give me my money back.

Packlink respond to me :

Since this shipping label was purchased through the eBay Simple Delivery program, we kindly ask you to reach out to eBay Support directly.
 
Please  contact them.
 
We apologise for any inconvenience this may have caused.
 
Have a great day!
 
Kind regards,

Marcela
Support Specialist
eBay Delivery powered by Packlink

Unfortunately they sometimes send customers here mistakenly

Ebay respond:

For now, we can take no further action and consider this matter closed.

I understand this might not be the answer you had hoped for. I wish you all the best for the future.

Kind regards,
eBay Customer Service

When an item is sent with Packlink, we recommend our sellers to open a claim with Packlink.

[moonlight-rhapsody · Accepted solution]

"For now, we can take no further action and consider this matter closed."

What do ebay mean "For now"?  It sounds like they know it's their responsibility but they're trying to pass the buck.

I would go back to them and insist that under Simple Delivery, ebay should reimburse you.  I would want a specific reason why they think this isn't their responsibility to reimburse under SD.  If they still refused, I would ask for the matter to be escalated / make a complaint. 

It doesn't give confidence to anyone else who uses SD.

[stylish_world]

Exactly! Unprofessional customer service!

Both sides ignore me. Packlink says Ebay is responsible for the loss of the claim. Ebay gave me a link to buy a new mailing label from Packlink. Ebay said the mailing label was bought from Packlink, talk to them. I write to them for a month with copies of both sides. They ignore.
I read that an appeal can be filed within 30 days. 
How do I file a complaint?

[lucy_farmer]

'What do ebay mean "For now"? '

----------------------------------------------------------------------------------------------------------

Nothing.

That's just unecessary padding to make a 'nasty' statement sound 'nicer'...... just business-speak bullsh**.

[moonlight-rhapsody]

"Ebay gave me a link to buy a new mailing label from Packlink. Ebay said the mailing label was bought from Packlink, talk to them."

Even though it's not as straightforward as originally thought, I would still argue that since you contacted Packlink at ebay's behest and they even gave you the link, they should take responsibility instead of leaving the onus on you to sort this out. 

"How do I file a complaint?"

I've never done it so I don't know, but you could try asking Customer Services for ebay's complaints procedure, which I believe ebay is obliged to provide.  Failing that, I'd start a thread to ask how to make a complaint.

[papso22]

It is now totally unclear what you did.

If you listed, and sent with Simple Delivery, then you would have had nothing to do with buying a label via Packlink as ebay provide you with the label, paid for by the buyer.

In this case ebay would have been responsible if something went wrong with the delivery. 

If you bought a label through Packlink then even if you listed with Simple Delivery, you didn't use it, and ebay are not responsible if something goes wrong with the delivery, you are. 

[marco@ebay]

Hi stylish_world, thanks for your post.

If you confirm the item number, I can take a further look for you to see what's happening there.

Thank you,

Marco

[stylish_world]

I did exactly what ebay told me to do. I wanted to change the courier to evri for the buyer. ebay customer service gave me a link to do this. They said you need to fill out a form to get a new postage label on Packlink. The old Royal Mail postage label will be automatically returned to ebay.

[stylish_world]

Hey 👍

Thank you. I know what is going on. They lost my item. Evry told me to contact Packlink for a refund. Packlink told me to contact ebay customer service directly because it was a simple delivery. Ebay said to talk to Packlink because the postal label was purchased from them. Both parties do not want to report the loss. I write to them but they ignore me. This happened on April 13th. Mad.

[moonlight-rhapsody]

It sounds as if Marco may be able to sort it out for you, fingers crossed.

[papso22]

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@stylish_world wrote:

I did exactly what ebay told me to do. I wanted to change the courier to evri for the buyer. ebay customer service gave me a link to do this. They said you need to fill out a form to get a new postage label on Packlink. The old Royal Mail postage label will be automatically returned to ebay.

---

So RM would have been Simple Delivery, but you didn't use that label and instead bought another which means you need to claim through Packlink. 

It doesn't matter if ebay told you to do it, at the end of the day you posted with a label you bought outside of Simple Delivery so you are responsible for delivery issues.

[sml192]

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@stylish_world wrote:

Hey 👍

Thank you. I know what is going on. They lost my item. Evry told me to contact Packlink for a refund. Packlink told me to contact ebay customer service directly because it was a simple delivery. Ebay said to talk to Packlink because the postal label was purchased from them. Both parties do not want to report the loss. I write to them but they ignore me. This happened on April 13th. Mad.

---

As has already been stated, the item may have been listed with Simple Delivery but as soon as you opted to buy a different label through Packlink it ceased to be a Simple Delivery transaction (Packlink has no involvement with Simple Delivery).  You, therefore, need to submit a claim for the loss with Packlink:

https://support-ebay.packlink.com/hc/en-gb/articles/360014270619-EasyTicket

To do so you will need your reference number (not the tracking number) which you can find here:

https://delivery.ebay.co.uk/private/shipments/ready-to-purchase/

[stylish_world]

Thanks!!! I appreciate it !
The problem is that Paclink said that the postal label was bought on ebay Simple delivery. They recommended me to talk to them. ebay customer service changed me the courier and gave me a link. Anyway, I contacted Packlink, even reported the loss, but they ignore me. I think I will call Evri customer service.

[marco@ebay]

Thanks for your reply, stylish_world.

Yes, I went through the thread and I understand what the situation here is. However, I'd need you to confirm the item number, so I can look into it, and send it for review if needed.

If it was a Simple Delivery transaction, then Simple Delivery offers protection and in that case, we would look after it indeed, not the carrier. If it wasn't a Simple Delivery transaction, then you put the claim through the carrier if you bought the label from them directly, or through Packlink.

There are many things here that can vary, so that's why I am asking for the item number to make sure all is correct, clarify what's happening, and help you get that resolved. 

Thank you,

Marco

[stylish_world]

reference number UN2025PRO0001361511 Packlink

H0067A0348300055 collect by Evri on 13 May

Thanks Marko

[marco@ebay]

Thanks for the reply, stylish_world. However, I'd need the eBay item number please, those are the tracking/reference number for the parcels. If you get me the eBay item number, I will be able to assist you further. Please note that I will be away after today, so I will most likely review this upon my return on Wednesday.

Thank you,

Marco

[judydoodles]

I wonder why ebay CS didn't just issue a new SD label - I assume that was an option under the original SD listing?  It seems counter-intuitive to send the seller outside SD to buy their own label.

[sml192]

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@judydoodles wrote:

I wonder why ebay CS didn't just issue a new SD label - I assume that was an option under the original SD listing?  It seems counter-intuitive to send the seller outside SD to buy their own label.

---

Ebay Customer Services don't currently have the option to change the Simple Delivery label.