ebay simple delivery - delivered then lost

[ashtow-43]

06:25 - Sat Jun 21

Your parcel is at the delivery depot and we'll let you know when it's out for delivery

09:19 - Sat Jun 21

Your parcel will be delivered to your chosen ParcelShop or locker today, and We'll let you know when it's ready to collect

10:37 - Sat Jun 21

Your parcel is at your chosen ParcelShop and ready for collection

10:38 - Sun Jun 22

Your parcel is at the delivery depot and we'll let you know when it's out for delivery

09:07 - Mon Jun 23

Your parcel will be delivered to your chosen ParcelShop or locker today, and We'll let you know when it's ready to collect

So this is my delivery timeline at one point it was delivered but then it was back on the truck ebay doesnt care it was delivered at one point. how do i deal with this not the customers fault but ebay doesnt care... they're supposed to cover it under simply deliver they renege ?

[department28]

If the item tracking on eBay says the parcel was successfully delivered to the ParcelShop on June 21, I would have thought that would mean you would be covered for the refund - or did the tracking revert back to 'in transit' when the parcel was wrongly returned to the depot, so now eBay won't do anything about it?

Have you been able to speak to an eBay Agent about this, or was it the automated assistant thing?

Did the buyer open an 'item not received' yet?

[ashtow-43]

On one page in ebay its "Ready for collection" if I drill down its then "Out for delivery" but that was on monday (the ready for collection is the saturday before). I did speak to the CS on the phone but she wasn't helpful she said evri would have to repay it. Even though ebay simple delivery is supposed to. She did offer to find in the buyers favour but then i would have to pay out for that. 

[ashtow-43]

Also yes the buyer did open a Item not received case but ebay found in my favour as they think its been delivered (even though its been picked up again by mistake). The customer has checked with the local parcelshop too and they dont have it. So I asked the buyer to appeal. I'm at the point where Im going to have to manually refund as its the right thing to do and then lose the money myself. As the buyer has been in contact evri the chat and phone call doesnt let me speak to a human to see if i can get a refund through them (infinite menu loop) 

[gjalp]

When I got stuck in an Evri loop on chat, I said open a ticket. A ticket was then opened (nightmare to find on their system) and a real person then looked into it. It was a while ago though so it may not work now but its worth a try.

[moldosgifts]

As this is simple delivery ebay cover the parcel if it is lost so nothing to refund. 

It is ebay problem once you posted it in simple delivery.

[lucy_farmer]

'I'm at the point where Im going to have to manually refund as its the right thing to do and then lose the money myself.'

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You shouldn't have to do that.

Under Simple Delivery, this is very definitely ebay's responsibility.

Ebay have the delivery contract, not you.

(Using Simple Delivery means sellers have to put up with whatever delivery choice ebay have made, no matter how carppy, so it's only fair that ebay sort out the problems!)

You need to get a 'call back' from C.S. (best time to ask for a call back is first thing in the morning : at that time of day you may be lucky enough to get somebody in Ireland! they speak English and seem to have more common sense than the Philippinos...)

When you get your call back, point out firmly that this is ebay's problem to solve. The buyer needs a refund and its not *your* responsibility....