Buyer said item wasn't delivered but tracking shows otherwise.
Hi, I'd like a little advice regarding this matter, I have spoken to eBay and the buyer regarding this.
I sent my item, a couple days later it was marked as delivered, the buyer opened a case saying it wasn't delivered. eBay ask me to provide information regarding tracking, which I do after a day or so. In the midst of this, eBay suspends my account but still allows me to submit information for the case, which I proceed with. This shows the tracking number, proof of delivery picture and a signed signature. All information eBay asked for, then they come back asking for more information, this time, my Driving License or ID, a bank statement or a bill with my name on it, the receipt of the item that I was selling from when I purchased it initially. I send them all of this information.
The case is then closed against me, meaning I lost out on a couple hundred £. Naturally, I ring eBay asking what is going on as the email I received said I didnt provide enough tracking details even though I provided exactly what they asked. Spoke to a nice guy called Andrew, he lifted the suspension off my account as it was in mistake. He tells me to wait an hour for the system to update and call the appeals team. I call the appeals team and they say the case was closed because of a suspension on my account. However, the time between the suspension and the case closing was around 2-3 days, and the email stating why the case closed was because of the reason mentioned above, where I supposedly didnt provide enough information.
They told me to contact the buyer to send the item back, which I expressed shouldn't be my problem as the item has been marked as delivered so I should be safe as I have seen in previous posts on here, but apparently due to the suspension which is now lifted, the case was closed in the buyers favour.
The appeals team then told me to wait a further 3-4 days for the system to update and then call back and see if the case can be opened as at the moment she said it could not.
At the moment I'm unsure what my course of action could be, its been marked as delivered, I have submitted all details requested exactly how they wanted and I will call back soon to hopefully appeal, but the appeals team (I was dealing with Suela) said it only lets them re-open cases sometimes which didn't give me any confidence in regards to 1. my missing parcel and 2. My missing funds which have now been taken from my account.
I would appreciate any advice.
Thanks.
te-81273
·4 months agoI had something similar happen before. If the tracking shows delivered with proof and signature, you should normally be protected.
It sounds like the suspension may have affected the case decision by mistake. Since eBay already removed the suspension, I’d call them again after the system updates and ask for a manual review.
Also keep screenshots of the tracking, delivery proof and emails from support just in case.
Hope you get it sorted soon.
vir72305
OP4 months agoHi, thanks for the response
Yes, from chats I have had with agents, they stated that they can work on getting my refund once my account is no longer suspended. They almost mentioned that claims are automatically closed in favour of the other party if a suspension is put in place when a claim is open. However, there was a couple days between the claim closing and my suspension.
Unfortunately, eBay have stated that they wont allow any further appeals and won't overturn their decision and have now indefinitely suspended my account for selling, and will NOT return my lost funds/value for my item.
Thank you for the advice, I have saved quite a lot of transcriptions etc of the whole ordeal so I'm hoping its enough as I have now submitted a formal complaint.
luckythewinner
·4 months agoSeller protection from an "Item Not Received" case here in the USA requires meeting a number of criteria, not just having delivery confirmation.
For instance:
But this is the USA board, so my information only pertains to the USA. There may be additional / different requirements for UK sellers that I am not aware of.
vir72305
OP4 months agoThanks for the detailed response,
I tick all of those boxes and it seems it may be quite similar here in the UK. An update to this was after my suspension was lifted, I was asked to submit information again etc, which I did and then I was suspended indefinitely.
There was a lot of back and forth on phone calls to try get to the bottom of it but eBay has stated they won't be refunding me or re-instating my selling privileges, not that I'd be inclined to sell on eBay again after this mess. After trying my luck with Royal Mail, as they admitted to incorrect delivery, i.e., Tracked 48 w/Signature, and the parcel was left in the buyers bin and signature supposedly forged. They told me that eBay needs to submit the claim or I should claim off eBay. Which isn't likely at this stage. However, I have submitted a complaint anyways with the extra information from Royal Mail in hopes its escalated before I pursue other avenues.
inhawaii
·4 months agoMy advice would be ... go to the UK boards.