eBay closed case without proper investigation

[patchmeakin]

I didn’t receive an item so contacted seller who basically said it had been dispatched with no other help , so opened a case with eBay, now the sellers provided eBay with a tracking number (which doesn’t match my address postcode) that says its been delivered, so eBay has closed the case.. yes they’ve provided a tracking number for something that’s been delivered somewhere but not to my address which has also been confirmed by Hermes. Can’t find how to contact eBay regarding this & can’t open another case with them, unsurprisingly the seller isn’t responding. Feel like I’ve been totally ripped off with no help from eBay.

[m25jet]

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@patchmeakin wrote:
I didn’t receive an item so contacted seller who basically said it had been dispatched with no other help , so opened a case with eBay, now the sellers provided eBay with a tracking number (which doesn’t match my address postcode) that says its been delivered, so eBay has closed the case.. yes they’ve provided a tracking number for something that’s been delivered somewhere but not to my address which has also been confirmed by Hermes. Can’t find how to contact eBay regarding this & can’t open another case with them, unsurprisingly the seller isn’t responding. Feel like I’ve been totally ripped off with no help from eBay.

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Unfortunately eBay have an annoying habit of changing things on the site every five minutes.  The Call Me Back option used to be accessible via the eBay Customer Services page, which you can access via the Help & Contact link, but they've replaced it with a very long-winded means of being able to locate the Call Me Back option.  However, there is a shortcut to locating the Call Me Back option - click on the Policies link at the bottom of this page, then when the Policies page loads up scroll right down to the bottom of the page and look at the bottom left hand corner.  The Call Me Back option can be found there, next to a mobile phone icon.  Click on that option and somebody from eBay will call you back.  If you do decide to do this then the best option would be to contact eBay early on in the morning, as that's when you've got a far better chance of getting a call back from an eBay representative who actually speaks English as his or her first language.  Lines open at 8:00am.

[john1297576]

If you do have to go to Paypal,hey will look more carefully at "proof" of delivery. Paypal is regulated and therefore their decisions have to be made on the facts as you could appeal to the Ombudsman.

Ebay is nor Regulated, God knows why but that allows them to get away with decisions made by Computers not humans.

[red_magpie]

With regard to the proof of delivery required, eBay's money back guarantee policy states that the tracking number must record delivery to: "The recipient's address, showing at least the city/county or postcode (or international equivalent) that matches the one found on the 'Order details' page".

We have heard of several cases where eBay has accepted proof of delivery within the same postcode area - even though there can be over 100 addresses in some postcode areas!

Could it really be that eBay even accepts proof of delivery somewhere in the same county??

This is what you get when a company is unregulated, and can get away with scandalously disinterested decision making with users having no right to any independent appeal.

If you take this further with eBay - which I think you should - do please let us know the outcome!

[papso22]

Yoh need to contact ebay CS through the help and contact button at the top of the page. Lines open at 8.00am.  You will need to show them the evidence from Hermes. 

Alternatively,  or afterwards, you could try a PayPal case for item not received.