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I opted to return an item before it arrived. Now it's lost.
Summary: aaron_barnhart purchased an item requiring a signature, which was not delivered by FedEx despite multiple attempts and a left door tag. After confirming the package was lost, aaron_barnhart filed a claim with FedEx and contacted the eBay seller for a refund. The seller, however, directed aaron_barnhart back to FedEx, maintaining the issue should be resolved with them. aaron_barnhart received further confirmation from FedEx that the seller must be involved in the claim process, creating a frustrating loop for aaron_barnhart as the item remains undelivered and lost.
I purchased an item that required a signature. The Fedex agent left a door tag which I signed. The door tag sat on the door for a week. Finally I gave up and ordered the item elsewhere. I asked the eBay seller for a refund. The seller was fine with that.
So I selected 'Return Item' and waited for the item to arrive. It never arrived! Sometime after leaving the door tag, the Fedex agent lost the package. A week later I confirmed this in an in-person visit to the FedEx Ship Center. The Fedex agent told me to file a claim.
So I filed a claim. I told the eBay seller and the seller gave me a puzzling answer. I'm wondering if the seller is going to refuse to refund my money.
Here is what I wrote:
I’ve confirmed the shipment is lost and FedEx should be contacting you about a refund claim.
And here is the reply from the seller:
Thank you for keeping us updated. At this time, we’re not able to remove any requirements or make changes to the delivery address or location through eBay policy. Based on the information provided, the best next step would be to contact FedEx customer service directly and speak with a live representative. They should be able to review the shipment and help with the next steps, including opening an item-not-received claim if needed.
I already did that! What should I do now?
wooden_flower
Mentor1 week ago@aaron_barnhart
Contact customer service and explain that you opened a return before you had the item, and now it is lost by the carrier. Ask them to turn it into a not received claim. Do not close the return - let customer service handle this.
This puts the responsibility on the seller - he must either prove delivery, or refund your payment within 3 business days. He can then deal with fedex.
Here's how to contact eBay general customer service.
1. CLICK THIS LINK:
https://www.ebay.com/help/contact?type=ContactUs&topicId=4000
2. Select a category that best matches your problem.
3. Answer the chat bots question by stating what you need help with.
4.Type AGENT ( you may have repeat steps 3 and 4)
5. Request a call back or live chat. (Note that the contact options vary depending on the topic and staffing availability)
Monday to Sunday 5:00 am to 09:30 pm PST
lady_madonna
Mentor3 weeks agoThis would need to be handled by FedEx, not the seller.
aaron_barnhart
OP1 week agoI reached out to Fedex and they said the seller DOES need to be involved:
"After review, we are unable to approve your claim based on the information provided.
According to the claim information filed, you are not the shipper. Please provide written authorization from the shipper waiving their right to pursue a claim on this shipment. "
Problem is that when I reach out to the seller I get this:
"Thank you for getting back to us, and I’m truly sorry for the inconvenience this has caused. I checked the tracking information, and it does show that a delivery was attempted. At this stage, the next step is to coordinate directly with FedEx to arrange either pickup or a new delivery attempt, depending on what works best for you."
But we have been around the block this before! The item is lost. L-O-S-T, lost. The seller may be busy or distracted but we have exchanged several messages and he knows everything I know. And he still isn't lifting a finger.