Urgent: Discrepancy in Delivery Status and Request for Refund
Hello
I am writing to address a critical issue regarding my recent order (Order ID: 27-11514-62809). Despite the order status showing as "delivered" on my eBay account, I did not receive the item. Consequently, my refund request was unjustly rejected, citing that the item was delivered.
Here are the key points for your consideration:
1. **Order Status**:
My eBay account reflects the order as "delivered."
2. **Seller's Confirmation**:
The seller also states the order was delivered.
3. **Reality**:
I did not receive the order at my address.
4. **Your customer service team**
Your customer service team rejected the refund request stating that the seller provided tracking information that shows the item was delivered to my address which is not correct (Also your live chat agent confirmed that the order was not delivered to my address).
4. **Case Closure**:
My case for "item not received" was closed based on the incorrect delivery status.
The information provided by eBay is contradictory, and it appears there is an error in the delivery confirmation process.
I expect a thorough investigation and resolution of this matter.
**Action Requested**:
- Reopen my case for the item not received.
- Initiate a detailed investigation into the delivery status.
- Provide a full refund for the undelivered item.
Additionally, I am attaching screenshots of the responses I received from your live chat team on social media, which further highlight the contradictions and confusion surrounding my case.
Waiting to get my money back!
gone.c-33
·2 years agoNevermind.
mudshark61369
·2 years ago@redochao-0,
Because you are located in Bulgaria we cannot give you exact information on how to get the information you need to win an appeal. This is ebay's U.S. based site's community (ebay.com). If you signed up to use ebay from one of their European based sites, you may want to check the information I give you in the link below, with what members say on your home site's community.
The reason why your claim was denied, is because eBay's initial checking of tracking is done by computer, which can only look for a delivered scan, and no other information. eBay's reps are not permitted to request shipping label information for the delivery address, or package type/size/weight, since they are neither the sender or receiver.
Even you as the intended recipient, may have trouble with getting the label or package information from some shipping agencies. The private agencies are the hardest to get information from. Open the link below and click on the Go to Best Answer button. In that reply I explain what buyers in the U.S. have to do in this situation. Also read what I wrote about checking seller's feedback profile pages. The seller you bought from has a poor, by ebay standards feedback percentage. Most experienced buyers will not buy from high volume sellers who have less than a 98.6% rating. You should avoid buying from sellers who have estimated delivery time frames longer than 30 days. They usually drop ship their items from China.
https://community.ebay.com/t5/Buying/Fake-Tracking-information/m-p/34266951#M475809
If you can get the information that is needed to win an appeal, going through ebay's social media sites may be the quickest way to get a refund.
kathiec
·2 years ago@redochao-0
You haven't reached eBay customer service. This is a member-to-member forum. Ebay goes by tracking to determine if an item is delivered. If tracking shows delivered, eBay is always going to find in the seller's favor. The first step you need to take is to try to find out where the package was actually delivered. In the US our carriers do a GPS scan when they make deliveries, so they can tell exactly where the package was delivered. I don't know if the postal service in Bulgaria has something similar. Since they require signature they should also be able to show you that signature.
Then you need to try to determine to what address the package was sent. If that wasn't your address and you can get that in writing from your postal service you can use that to appeal eBay's decision or to dispute the charge with your credit card. But if it's a case that the package was properly addressed but just delivered to the wrong address, that's between you and the postal service. It's not something eBay or the seller will cover.
itemresa
·2 years agoKeys questions for your consideration:
Is your drop-off location for packages secure? It's your responsibility to ensure that when packages are delivered to you that the carrier has a secure place to put them so they don't get stolen. Neither your seller or the carrier they used are liable for stolen packages.
Did you look into the possibilty that your package was delivered to one of your neighbors by mistake?
99% of the times a buyer claims they didn't receive their item it's because of one of the two scenarios listed above.
redochao-0
OP2 years agoNo one can access my building without access card, so there is no way a delivery guy enter the building (this is number 1).
Second, in Sofia the delivery company cannot give any order to anyone without checking his ID and he must sign.
Third, I always order from other platforms and I never had this issue.
Last and not least, the customer service of ebay keep giving wrong information and they said not delivered but in the system delivered and some of them say delivered, so the scenario above doesn't apply in my case!
kensgiftshop
·2 years agoIf delivery drivers can't get in the building, how are they supposed to deliver packages?
redochao-0
OP2 years agoThe delivery agent should call my number and then I will need to sign that I received the item, there is no way to deliver an order or leave it somewhere just like that because it's condominium and no one have access to the building without access card and no one can use lift without access card!