eBay asked buyer for 'document' for claim

[courtney-x]

Hello,

I sent an item to the buyer via Myhermes using the address provided. I paid extra to have a signature on delivery.

This was delivered Thursday morning (around 11am) signed by customer at their address. On Friday evening (around 6.30pm) the buyer opens a claim stating they haven't received the item and their neighbours don't have it either.

I spoke to eBay first on web chat as Myhermes closes at 6pm, just to see where I stood especially with the money back guarantee. I advised them that there is proof of delivery via the tracking number but buyer saying she hasn't received item.

eBay closed the case in my favour as there was proof of delivery with the signature and they advised she cannot re-open the case.

This morning the buyer got eBay to reopen to case and put it on 'hold' as they have asked her for information with regards to the items condition, but previously this case was opened as they hadn't received the item.

I spoke to eBay who advised that buyers can appeal the case and they have asked her for some 'documentation' and if that isn't provided then the case will stay closed in my favour. 

I spoke to Myhermes after who advised that the driver delivered to the address and got the signature but will look into it and will take 28 working hours to get back to me.

I have to wait until the 23rd May to see if the buyer can provide this 'documentation'.

Has anybody heard of this before? eBay couldn't tell me what this document was as it was part of their internal policy.

I feel like I'm going to loose both the item and my money! 

Thanks 

[luckythewinner]

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@courtney-x wrote:

This morning the buyer got eBay to reopen to case and put it on 'hold' as they have asked her for information with regards to the items condition, but previously this case was opened as they hadn't received the item.

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No idea about the document request. 

But I believe a buyer who loses a non-delivery case can still open a Not As Described case if it eventually arrives. 

[this*old*attic]

They probably asked the buyer for proof of not as described. Likely a photo.

Documentation, not document?

What else could the buyer provide?

[courtney-x]

I'm not sure - it's been signed for. That is my proof. 

They mentioned documentation but couldn't disclose what. 

[pburn · Accepted solution]

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@courtney-x wrote:

Has anybody heard of this before? eBay couldn't tell me what this document was as it was part of their internal policy.

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Since you are a UK seller, you will want to check the UK discussion boards to make sure procedures for ebay.co.uk are the same as they are for ebay.com (mainly North America). Also, the UK and EU have different consumer protection policies with which North Americans are not familiar. While we all deal with eBay, most of us don't deal with myHermes, so we can't speak to their procedures, either. 

https://community.ebay.co.uk/t5/Discussion-Boards/ct-p/13

Best of luck with your issue!