eBay simple delivery Item lost by Evri, buyer refunded by eBay,

[marinabrian]

I sold an item, and posted it out using eBay simple delivery with Evri, who lost the parcel after it was scanned into their network. my buyer instigated a claim and have been refunded from the funds from the sale.

I was under the impression that eBay simple delivery claims covered both seller and buyer, however I am now faced with the loss of the item and the sale funds of almost £70.

Evri say that I am not their customer, but eBay, where do I go now?

[**peaseblossom** · Accepted solution]

You're right.  eBay should not have refunded from your money as long as the buyer opened a "not received" case.   Contact them and query it.  You can request a callback on here:
https://www.ebay.co.uk/help/eua?id=5275&mkevt=1&mkpid

[neovass0]

Yeah, ebay being responsible for delivery issues, seemed to be one of the positives from simple delivery. However, you are not the first to raise this problem. Just shows you have to keep an eye on your transactions.

[annemew]

Hello

Your case is similar to one I had recently where the package disappeared in the Royal Mail network. Tracking showed that they had it and were sending it to the DO nearest to the buyer. After that the same message appeared for 6-7 days - ie no update to it. In my case I track everyday items dispatched but not yet delivered to see that there is progress. I also inform the buyer of my findings. In my incident, the buyer did not reply to any of my messages ever - 5 of them. Then one day he/she reported it to Ebay, who wrote to tell me of the situation.  You should have had the standard message that as it was simple delivery, you are protected etc as I did then.

In my case they refunded the buyer out of their coffers. I also had running at the time a case where the package was torn into and 1 item removed - see

Simple Delivery - loss/theft in transit

I'm pretty new to this and the person you want to pay attention to is 4_bathrooms.

I think it's all about the descriptive labels attached to events - kind of designed to make it hard to get the proper response.

Good luck.

[sml192]

What does the tracking actually show?  Provided it shows that the item was scanned into the carrier network and doesn't show either 'Delivered' or 'Delivery attempted' then, as you correctly say, eBay should have refunded the buyer at no cost to you as per the 'eBay delivery Terms and Conditions' (see below). 

Has the refund definitely been taken from your funds?  If so then I would advise requesting a callback from eBay Customer Services, using the link you have been provided in message #2, first thing in the morning so that you get someone from the team in Ireland who are more knowledgeable and have greater authority.

12. Liability for Loss or Damage.

You remain responsible for any loss or damage to your item until it has been scanned into the carrier’s network. Once your item has been scanned into the carrier’s network and providing you used the Simple Delivery label and are compliant with these Terms and eBay’s Policies, as well as the relevant Carrier Terms, your item will be covered for loss or damage during transit up to the sold item value on the eBay.co.uk site. This means you will retain your sales proceeds in relation to the item sent using the Simple Delivery label. The item will be in transit from the point it has been scanned into the carrier’s network until it has been marked as delivered by the carrier. For the avoidance of doubt, your item will not be covered for loss or damage during transit if you have acted fraudulently.

https://pages.ebay.co.uk/shipping/delivery/seller-terms/

[annemew]

Should be addressed to the OP.

[sml192]

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@annemew wrote:
Should be addressed to the OP.

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I replied to the opening post in the thread, not your post specifically, same as all the other responders.  Whenever anyone replies to any post in a thread the OP along with all other responders to the thread are automatically notified unless they unsubscribe from the thread.

[claire_leonhart]

Hi, can I have more info about this, please? Was posting included in the price or separate from item price, please?
That is exactly why I am refusing and canceling all the sales made by Simple Delivery, I am not posting my new items or the ones to renew on Ebay, until this madness is over, I will give them a couple of months because it is busy time and I am trying to save my sales for Xmas after this mess, elsewhere.

In theory you are responsable for posting an item on Ebay, always, even if they arranged it for you, because they assume you choose them to do it, but in reality it has been enforced on private sellers and against their will, so until Ebay does not take now fully responsability of packing and everything without tamper with seller's sales money, I will reject it and not sell here instead. They can't take full responsability on millions of user in a proper way, you are just a number here, so they can't care less.  Also you can contact the postal service only if your name is the sender one, and you bought the service by them yourself, not Ebay on your behalf or someone else. Plus is written and yet they took your money, speaking of trust.

[marinabrian]

Hi Claire, I had included postage in with the price of the item.

On a happier note, after speaking with a eBay customer rep after requesting a callback using the link that an earlier poster Peaseblossom kindly put up I was refunded.

It was stress that I could have done without, and I would have to say that I will definitely opt out of "Evri Simple Delivery" as it was anything but simple.

Brian

[**peaseblossom**]

Good to hear there was a good outcome in the end but it is stressful.    You can opt out of using Evri here:
https://www.ebay.co.uk/ship/prf

but unfortunately you can't opt out of Simple Delivery (except for some letter or large letter items under £20/100g).

@marinabrian 

[claire_leonhart]

You found a proper operator, I am glad they refunded you. Thank you for your reply, so it doesn't matter much who is paying the postage, they always do.