Item not delivered

[pfordmk]

I sold an item, and tge tracking page last update said it was going to ve delivered on 10th October between 8 and 9pm. The item was never delivered, and the tracking reference didn't work any more, or update. In the meantime, the funds cleared and automatically went into my bank.

So I got the buyer to notify the item was never received. EBay did no more than refund the buyer, and close the case. Once they closed the case, the tracking page updated to say item had been delivered. Buyer says it hasn't. I asked evri for proof of delivery, and they could not do this. Then ebay send me a message saying I have to pay back the amount, so I will be down because evri have basically lost/stolen the parcel. 

Evri mailed me and said they have spoken to the courier and told him it must not happen again. 

I don't know where to start to sort this. I have blocked certain transactions on my bank account, as they or evri need to be liable for their mistakes in losing the item, and failing to update tracking.

[go_ahead_buy_me]

If it was Simple Delivery, (which it appears to be, if it was the coin), then eBay should refund them for the item being lost, not you. If the item is subsequently delivered, again, this is down to eBay, not you.

Can you provide a copy of the message where they say you will have to pay?

Just FYI, from my experience reading this forum, I will offer you one piece of advice…

Pay eBay what you owe them, or you will face consequences. This will likely include a ban on selling; which could effect anyone at your address! For higher amounts, they will likely sell the debt on, and so you will have debt collectors to deal with as well.

[pfordmk]

 this is a screenshot of the email. I blurred out my account number just before the £45 charge bit.

So you are saying I should pay for ebay and evri losing my item, in case they ban me. I end up £45 down which is not fair. They never did any investigation,  they just took the easy option, and I have to pay for their fraud.

[go_ahead_buy_me]

That message doesn’t explain what the charge is for. From the amount, is does seem to correlate to the amount you got for the item, though. But eBay should have / need to inform you why they are making that charge.

I would imagine that they got you on a technicality.

https://www.evri.com/send/what-i-can-and-cannot-send

Excluded from compensation (Evri):

“Precious metals, including articles made largely or wholly of gold or silver”

But again, eBay should have told you this. And they definitely need to tell you somewhere what the £45 charge is for.

I am on your side; and I completely understand your frustration.

I’m just giving you advice, based on what I’ve observed from other posts.

If eBay feel you own them money, then you owe them money. You can refuse to pay it, but they will punish you for that.

Pay them (allow them to take payment), and then take it further, if necessary.

[sml192]

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@go_ahead_buy_me wrote:

I would imagine that they got you on a technicality.

https://www.evri.com/send/what-i-can-and-cannot-send

Excluded from compensation (Evri):

“Precious metals, including articles made largely or wholly of gold or silver”

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The list of items excluded from compensation by Evri doesn't apply as it is eBay that provides the compensation/protection with Simple Delivery, not the carrier.  However, items made from precious metals such as silver are on eBay's list of items prohibited from being sent with Simple Delivery.  On that basis eBay really shouldn't have allowed the item to be listed in the first place although ultimately the responsibility lies with the seller.

[go_ahead_buy_me]

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@sml192 wrote:

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The list of items excluded from compensation by Evri doesn't apply as it is eBay that provides the compensation/protection with Simple Delivery, not the carrier. 

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That isn’t what the T&Cs seem to say. They state that the relevant carrier terms are in addition to, not instead of.

eBay delivery Terms and Conditions 

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

8. Seller Responsibilities.

Upon eBay’s notification that your buyer has paid for an item, you must promptly drop off the item at a carrier drop off point or arrange collection of the item within your stated handling time. You must ensure you package your item in accordance with the guidance provided to you following the sale of your item, as well as in compliance with the guidance provided here and as per the relevant Carrier Terms. You must package all items in accordance with correct weight and dimension limits for the Simple Delivery label provided to you. If you fail to correctly package or securely attach the delivery label to your package, eBay and its third party carriers will have no liability to you, and your item may be subject to delays. eBay’s third party carriers may at their discretion, and in any manner they prefer, destroy or refuse to accept non-compliant items into their network. You must post all items contained in a single order in one package. You must only use the Simple Delivery label provided to you once per package.

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.

Simple Delivery

https://www.ebay.co.uk/help/selling/posting-items/setting-postage-options/simple-delivery?id=5575

Restricted or prohibited items

Items listed on eBay need to comply with eBay's policies, including our Prohibited and restricted items policy. Items posted with Simple Delivery also need to comply with the prohibited and restricted items guidance and packaging requirements set out below, as well as the policies of the carrier.

We recommend checking these policies and the guidance below before you print your Simple Delivery label and before you bring your parcel to the drop-off location.

[sml192]

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@pfordmk wrote:

 this is a screenshot of the email. I blurred out my account number just before the £45 charge bit.

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That doesn't show the reason for the charge. You should have received an email/message from eBay advising you of the reason.  The fact that the item is now showing as delivered wouldn't be grounds in itself for reclaiming the refund from you (it would be grounds for reclaiming it from the buyer but there isn't actually a mechanism for that) so there must be something else.  It could be due to the fact that silver is on eBay's list of items that are prohibited from being sent with Simple Delivery.

If you haven't received anything explaining the reason for the charge then you need to contact eBay Customer Service to find out the reason/appeal it.  You can request a callback using the following link and I would recommend doing so first thing in the morning so that you get someone from the team in Ireland who are more knowledgeable and have greater authority:

https://www.ebay.co.uk/help/eua?id=5275&mkevt=1&mkpid

8am to 10pm on weekdays and

9am to 6pm on weekends

Blocking eBay from taking the money from your bank is really not a good idea.

Also, whether or not the buyer has now actually received the item is a separate matter.

[sml192]

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@go_ahead_buy_me wrote:

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@sml192 wrote:

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The list of items excluded from compensation by Evri doesn't apply as it is eBay that provides the compensation/protection with Simple Delivery, not the carrier. 

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That isn’t what the T&Cs seem to say. They state that the relevant carrier terms are in addition to, not instead of.

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The important bit is the last sentence of section 2 in the T&C's:

2. Applicability of third party carrier terms.

The relevant carrier terms are set out in the Annex to these Terms (“Carrier Terms”). By using the Services, you acknowledge and agree that the relevant Carrier Terms shall apply to you as well as any items that buyers purchase from you for delivery through the Services. Subject to the above on “Applicability of the eBay User Agreement”, in the event of any conflict or inconsistency between these Terms and the Carrier Terms, these Terms will control. 

This means that the compensation/protection offered by eBay overrides that stated by Evri since the two effectively contradict each other.  (Note precious metals are not prohibited, or restricted in any way, from actually being sent with Evri.)

This is backed up by the following statement made by Kat@ebay:

'Weekly Chat with the eBay Community Team- 25.06.25 @2pm

kat@ebay

Community Team

‎26-06-2025 9:30 AM

I'm following up on yesterday's query on Simple Delivery and non compensated items with other carriers.

This is to confirm that eBay provides full protection/compensation for any item that is listed as Simple Delivery, once the label is used and the item is in the carrier network. eBay protection/compensation overrides what the carriers will compensate.'

I do agree though that it could be made clearer in the Simple Delivery T&C's.

[go_ahead_buy_me]

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@sml192 wrote:

The important bit is the last sentence of section 2 in the T&C's:

2. Applicability of third party carrier terms.

The relevant carrier terms are set out in the Annex to these Terms (“Carrier Terms”). By using the Services, you acknowledge and agree that the relevant Carrier Terms shall apply to you as well as any items that buyers purchase from you for delivery through the Services. Subject to the above on “Applicability of the eBay User Agreement”, in the event of any conflict or inconsistency between these Terms and the Carrier Terms, these Terms will control. 

This means that the compensation/protection offered by eBay overrides that stated by Evri since the two effectively contradict each other.  (Note precious metals are not prohibited, or restricted in any way, from actually being sent with Evri.)

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I had overlooked that. But, I’m not sure that is specifically true, anyway. That may as well say, if it isn’t on our terms, then it doesn’t apply. Because everything that is mentioned on the carrier’s terms but isn’t on/doesn't match eBay's can technically be an inconsistency.

[pfordmk]

What you saw is what ebay have communicated.  A charge. No why, how, or what. To be honest I don't care what they do. They deliberately failed to update tracking whilst I was querying, telling ne no updates, and saying the tracking reference was wrong, then why they take the easy option to just refund without investigating, then decide to update the tracking and the reference works.  Definitely unfair, unprofessional, and fraudulent.

Thanks for your updates.

[go_ahead_buy_me]

I’m pretty sure they are legally obliged to tell you what they are charging you for.

That all sounds like issues with the automated systems. Everyone experiences some issues.

Do as @sml192 suggests, and contact customer services.

@sml192 wrote:

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If you haven't received anything explaining the reason for the charge then you need to contact eBay Customer Service to find out the reason/appeal it.  You can request a callback using the following link and I would recommend doing so first thing in the morning so that you get someone from the team in Ireland who are more knowledgeable and have greater authority:

https://www.ebay.co.uk/help/eua?id=5275&mkevt=1&mkpid

8am to 10pm on weekdays and

9am to 6pm on weekends

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I agree with you. I’ve stopped selling on here at least twice in the past 20+ years because some issue.

I decided earlier this year to hold off selling a bunch of my collectibles (here) because of a range of issues.

So if you feel like you don’t want to sell on here again, then don’t.

All I’m saying is that not paying eBay what they consider you owe them won’t make the problem go away. It will only make things worse for you, and potentially anyone else at your address, in the future.

[pfordmk]

Thanks very much

[pfordmk]

Sorted.

Requested a callback.

Explained what had happened. 

They admitted they should have Explained what the charge was, and that there appears to have been a technical issue.

So they closed their charge to me, and I won't be expected to pay.

Thanks for all the advice.