Resolution Centre Advice is Ridiculous
A couple of weeks ago I purchased 3 items form a reputable seller on Ebay.
I got a notification that they had been delivered, but for sure they hadn't been delivered to our address; a business address on an industrial estate.
I checked the tracking (Evri) and there were two consignments relating to my order. There was a photo showing a single parcel delivered to a neighbour. It wasn't a direct neighbour but another business around the corner. I checked the other consignment tracking and it shows the same photo showing a single package delivered to the 'neighbour'. I went to them and collected the parcel, I asked if it was just one parcel and they confirmed only one parcel had been delivered. I contacted the seller who stated that they had sent the items in two shipments via Evri, they stated that both had been delivered according to the tracking. They were not prepared to investigate, as far as they were concerned both parcels had been delivered. I tried the Evri help chat bot and it just states the parcels have been delivered and shows the same photo of a single parcel. I opened a case in the resolution centre and Ebay customer services will only issue a refund if I complete a form on the action fraud police website. A ridiculous waste of police resources, I don't think there is any fraud or criminal activity. I believe that the seller posed three items in two shipments and Evri has lost one of the parcels. This is negligence rather than theft or fraud.
As expected, if I follow the link ebay suggest it states that the police fraud reporting service is not to be used for reporting items not delivered or disputes with sellers. I've stated this in the ebay resolution centre and they just keep repeating the same thing, a generic poorly worded email suggesting I fill in the form reporting it as fraud. I've responded several times now stating that I cannot use that service to report items not delivered, and they just respond with the same email, suggesting I report the fraud. So how do I get my goods or refund?
Surely when I place an order with a seller its their responsibility to ensure all the goods I've paid for are delivered to my address. I think the fact that Evri delivered the parcel to the wrong address in the first place is confusing matters, also that there were two parcels sent for one order, and that both consignments have a photograph showing a parcel (even though its the same parcel - in fact its the same photo). Surely its not my responsibility to chase Evri or Ebay in finding out where my goods are, this should be the responsibility of the seller? I dont think I can claim on Evris insurance either, because I did not purchase their services, it was purchased and arranged by the seller, so it up to them to make a claim. I'm at the point now where I've spent more time than the goods are worth (£75) in trying to get a resolution, its not worth spending any more time emailing or messaging sellers or Evri or Ebay, so I'm going to just take the hit. But its not fair or right, I've been using Ebay for nearly 20 years and never experienced a shambles like this. I will be using other online retailers from now on. Rant over.
ittybitnot
·1 year ago@oldwisebadger
Here is another victim that posted today. Unfortunately, what you describe happens all the time here. I don't know if they have better policies and procedures in the UK, but after almost 15 years eBay has not published any policies or procedures for victims of this crime on this site. You may wish to take a look at this to get some ideas of what you can do (and what you should NOT do) to get your money back.
https://community.ebay.com/t5/Buying/Fake-Tracking-from-Seller-Hijacked-Tracking-Numbers/m-p/35275026#M532857
simba6
·1 year agoSounds like the fake tracking number scam. Do a search of these boards for that topic. Lot of info.
If you can get eBay to help and you paid by credit card, contact your card company.