Item not received

[courtney-x]

Hello.

I am based in the UK and posted within the UK - all signed for with signature online for proof.

Buyer opened a claim and stated no received, UK eBay closed in my favour l as there was proof they signed for it.

It was reopened today and case was on 'hold'. UK eBay advised that the buyer used a transaction site that is US and so it is being dealt with by them as policies are different, this being so, what is this 'document' that they have asked for?

There is a signature online to show it has been delivered but UK eBay aren't sure what the document is either or what has been asked.

Thanks.

[pburn]

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@courtney-x wrote:

Hello.

I am based in the UK and posted within the UK - all signed for with signature online for proof.

Buyer opened a claim and stated no received, UK eBay closed in my favour l as there was proof they signed for it.

It was reopened today and case was on 'hold'. UK eBay advised that the buyer used a transaction site that is US and so it is being dealt with by them as policies are different, this being so, what is this 'document' that they have asked for?

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I'm the one who suggested you post your questions on the UK boards in your earlier thread. Have you received any replies to your post there? A UK seller who has sold to a US buyer may yet be able to help you.

I'm going to post a link to your original thread here on the ebay.com discussion board so others can access it readily.

https://community.ebay.com/t5/Selling/eBay-asked-buyer-for-document-for-claim/m-p/29833791

I do want to clarify something from your original post. Your buyer originally filed an INR (that the item hadn't been received)? Is that correct?

Did the buyer has open a second claim that the item was not as described (referred to as a SNAD--"significantly not as described")? I ask this based on your comment, " . . . they have asked her for information with regards to the items condition."

If your buyer has opened a SNAD, that's a different ballgame. eBay leans heavily toward believing the buyer in a SNAD case. 

[alturi12]

See replies to your previous post
https://community.ebay.com/t5/Selling/eBay-asked-buyer-for-document-for-claim/m-p/29833791

[courtney-x]

yes I posted in the UK one but I have come back to the US site for advise since I spoke to eBay again and they cannot help me as US haven't different policies.

I posted to a UK post code this is what I don't understand.

eBay has stated it has been reopened due to item not received and the US eBay has asked for some documents/information from the buyer.

[pburn]

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@courtney-x wrote:

It was reopened today and case was on 'hold'. UK eBay advised that the buyer used a transaction site that is US and so it is being dealt with by them as policies are different, this being so, what is this 'document' that they have asked for?

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So, I just went to your listings, and I can't see any of them. It appears you don't ship to the U.S. Are you sure this transaction took place on ebay.com? Where does your buyer live? Did you ship the package to the U.S.?

[courtney-x]

No - I posted to Scotland!

This is my problem. eBay has said the buyer has used the US transactional site and the policies are different.

[*madison]

I posted to a UK post code this is what I don't understand.

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Is the buyer's ebay account registered in the US or the UK?

@courtney-x 

[ed8108]

Since the buyer received the item  with signature confirmation, provide the tracking number, you can also send a screen shot of the tracking, advise this issue has already been dealt with & decided in your favor by ebay.  

You appear destined to prevail but you need to respond.

[pburn]

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@courtney-x wrote:

yes I posted in the UK one but I have come back to the US site for advise since I spoke to eBay again and they cannot help me as US haven't different policies.

I posted to a UK post code this is what I don't understand.

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Sorry--my last post crossed with this one.

I would certainly contact your UK eBay customer service again and explain to them--emphatically--that you are in the UK and the buyer is in the UK and that your listings don't even show up on the U.S. site because you don't ship to the U.S.

Someone is misunderstanding something, and I recommend you straighten them out in no uncertain terms. (I think that's a U.S. expression!)

[pburn]

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@ed8108 wrote:

Since the buyer received the item  with signature confirmation, provide the tracking number, you can also send a screen shot of the tracking, advise this issue has already been dealt with & decided in your favor by ebay.  

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I think the buyer lost the INR case and then turned around and opened a SNAD, but I may be mistaken or have misunderstood. 

@courtney-x, is that what happened?

[courtney-x]

The claim is on hold and it won't let me respond until they hear off the buyer by 23rd May.

I don't know how check where she is registered. On her eBay selling page it says 'UK'.

I have spoken to eBay loads and they have said it was favoured against me due to our policies but they have used the US transactional site so US policies stand and they are now looking into it.

So has no one heard of the 'documentation' ? 

[courtney-x]

I don't know what has happened. My eBay says it's cos it wasn't received .

[*madison]

I just want to make sure the buyer's ebay account has nothing to do with the US.

Go to the buyers feedback page and you will see where the account is registered

I'm in the UK, this is from my feedback page .........Member since: Dec-25-08 in United Kingdom

So take a look at the buyer's FB page.

@courtney-x 

[pburn]

@Anonymous

tyler@ebay  

I think we're all out of  ideas for this OP. Could one of you please review the threads (including the original one linked in my first reply), and see what you make of the situation? 

Thanks so much!

[pburn]

I'm always so glad to see you show up in a UK member's thread!