eBay

courtney-x · ‎05-18-2019

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.

dola-7917 · ‎05-19-2019

@courtney-x wrote:
There has been an update!

Myhermes has informed me that their driver actually posted the item through the buyers door and didn't get a signature so I'm assuming the signature was the drivers.

The buyer probably didn't receive the item then so Myhermes are dealing with this now

Then the answer is simple. eBay is allowing the buyer to get documentation that the driver didn't do his job.

Anonymous · ‎05-20-2019

@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?

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.

Hi @courtney-x, while an item not received case may be closed initially in your favor, if the buyer can provide documentation that shows the item was not actually delivered successfully to the address they provided to you, we would expect a refund be issued. I recommend you review the tracking information or contact your chosen courier to compare the location of delivery to the address that was given. If you have additional questions or concerns, you are welcome to contact Customer Service.

courtney-x · ‎05-20-2019

I have mentioned already that I have contacted Myhermes and they are investigating it.

Anonymous · ‎05-20-2019

@courtney-x wrote:

I have mentioned already that I have contacted Myhermes and they are investigating it.

Hi @courtney-x, you may want to contact them again as they should be able to tell you the address this was delivered to over the phone or in person. You can then compare this to the address that was provided by the buyer.

berserkerplanet · ‎05-20-2019

>>while an item not received case may be closed initially in your favor, if the buyer can provide documentation that shows
>>the item was not actually delivered successfully to the address they provided to you, we would expect a refund be issued.

That is a new twist on the seller protection policy. Is it documented anywhere?