eBay

academic.ealim.books · ‎07-01-2019

How do I file a claim and get my money back on an item that was never delivered to me because it was misdelivered? IF I file an INR, eBay will revert to the tracking info which shows "Item delivered at mailbox." It wasn't.

To preemptively answer the typical questions: No one else in the household, I checked mailbox within 40-minutes of the time it was stamped as delivered, their are no porch pirates in this neighborhood and they certainly would not have been around at the time it shows delivered as it was a torrential downpour and no none of the neighbors have it.

I checked with the USPS and the GPS tracking shows that the item was scanned delivered on a different street than mine. So the USPS messed up the delivery and isn't the seller responsible for their shipper and any errors?

I have contacted the seller and heard nothing in response. Seem like I have already expended energy that the seller should have done?

So how do I work within the eBay system to get a refund?

academic.ealim.books · ‎07-08-2019

@edwedw8383 wrote:
@academic.ealim.books wrote:
2) There is nothing on that form that allows anything to be uploaded. I have the complete tracking data, printed out from the USPS which shows the GPS coordinates of where the item was mis-delivered. So there is no way to upload the "evidence" that eBay requires to provide "protection." So I do not see how I can follow the advice of "be sure to provide the evidence of misdelivery."
Grin. We all knew that, but we let it* lie. An INR request does not allow photos to be added; this is by design: You've not received the item, so you don't have any photos of the item. A SNAD request, however, allows up to 10 photos. So there you have it: A choice.

Prediction: You'll be advised to call; they'll read you a script, won't have a clue what you're talking about

P.S. Does the USPS printout show the package label with another name and address? That's your clincher.

*recall "it" is a gender-neutral pronoun

@edwedw8383

I like your sense of humor!

But the point you make is exactly why I posted. There is no clear cut or straight forward way to approach this. Oh sure, I can file a SNAD case, but doing that requires me to at the every least "stretch the truth". To wit:

1) When I go to the Resolution Center I have two choices: INR or "I received an item that does not match the seller's description." OK I get which one fits this case and which one gets me to a SNAD case.

2) So selecting the second gets me into a box of "Return an item for a refund" which is a problem because I do not have anything to return! er, surely one isn't suggesting posting a box of rocks?

3) Then in that second selection, one has to select a reason for a return. Oh OK, I have been around long enough to be able to select a "reason" that is indeed one of the SNAD reasons. But again that is a stretch of the truth in order to provide "evidence" of an INR. Would that work or get the claim kicked out for the veracity issues?

OR the questions is - Is the eBay "system" SO messed up that in a case like this the ONLY way to get relief is to file a SNAD case and if required to return for a refund, post a brick or something?

But I hear you on "calling CS"! That is a main concern and one of the reasons for the original post. Want to avoid some ridiculousness.

Maybe the most expedient method is to file with my CC. That way I'd get my money back. Unfortunately the seller would get hit with chargeback fees as well and I don't want to cause that kind of harm as I am not looking to be punitive.

academic.ealim.books · ‎07-08-2019

@marielovestoshop wrote:
I am dealing with a similar problem. In my case the seller supposedly shipped with UPS. Ebay notifications show the item delivered. (it was not) When I click view order details there are two different UPS tracking numbers both show delivered and a picture of the same item for both. I only ordered one appliance item yet it shows two delivered to me. I didn't receive any. When I go to the UPS website and type in the tracking number it shows tracking number as one of 3. All 3 tracking numbers indicate items supposedly delivered to me. When I click for additional details it shows that my order was left at the front desk and received by someone with a name other than mine. My address is in a strictly residential area and I don't have a front desk in my home. When I went to the UPS store site near my home they were only able to pull up the same information stating that the item was delivered, left at the front desk and received by a person I don't know.

Also the 3 tracking numbers (showing small appliance supposedly delivered to me) all have different weights.
If I report the INR I have been told by another seller that ebay will close the case as they will look and see that it says delivered and will not investigate further. Looking at the sellers recent feedback score you can see they have received a lot of negatives in the last week or so. Most indicating the exact same scenario I have detailed. Another thing that is strange, when I click on the items that others were giving negatives for, a couple of them show delivered to me??? I didn't receive them even though it shows the items I did not order delivered to me. As far as I can tell there seems to be no way to rectify the situation. I have messaged the seller 3X times, but they have not responded.

As an ebay seller myself this concerns me a lot. This type of activity with no apparent remedy or help for buyers, can and likely will hurt legitimate ebay sellers. Especially sellers who are a fairly new and have lower feedback.

@marielovestoshop

Ding Ding Ding! Winner winner chicken dinner!

Lots of these little things work to damage eBay's reputation as a market place. The only apparent remedy is for eBay to jettison "small" sellers and only focus on those BIG businesses that have the volume to negotiate lower shipping rates and can eat numerous "unhappy customer" complaints with total refunds.

In your case, perhaps one can insist that UPS provide you with a print out of the GPS coordinates, and associated address, that the tracking number associated with you order shows for delivery. Believe me, UPS has that information as their Union guys are REQUIRED to scan the package and enter that scan while at your door in order to "Prove" it was delivered. Only with that GPS data, do you stand any chance of "winning" an eBay claim, a PP claim or a CC claim.

We will see if eBay comes up with any reasonable solution to this problem. Stay tuned! lol

edwedw8383 · ‎07-09-2019

@academic.ealim.books wrote:
I like your sense of humor!

But the point you make is exactly why I posted. There is no clear cut or straight forward way to approach this. Oh sure, I can file a SNAD case, but doing that requires me to at the every least "stretch the truth".

3) Then in that second selection, one has to select a reason for a return. Oh OK, I have been around long enough to be able to select a "reason" that is indeed one of the SNAD reasons. But again that is a stretch of the truth in order to provide "evidence" of an INR.

Thank you! This yarn might dilute/delude this yearn for veracity. And along those same lines, something on this list should justify/signify not having anything to return in order to provide "evidence" of an INR:

charity_scents · ‎07-09-2019

@academic.ealim.books wrote:
@charity_scents wrote:
Was it a Priority shipment, first class or parcel? If Priority then it is automatically insured up to $100.

Have you gone online and filed a claim with USPS? Just because you were at the post office and asked for GPS doesn't mean they are investigating it or retrieving your package.

Have you contacted the address to which the package was actually delivered? One of my UPS packages was delivered to an address on 6th Ave N instead of 6th Ave S. Thankfully the person who received it looked up my name in the phone book and called me.

BTW, all carriers make mistakes. We are all human.
@charity_scents
The item was shipped via Media Mail so I doubt there is any insurance.

There is no way I am filing a claim with the USPS. Have you ever done that? Weeks to get any kind of response and a resolution. Where is the highly touted eBay "customer experience" in me having to do all of the work?

As far as my request of GPS data not getting an investigation done, er, no that happened immediately. I sell under another ID as well and have for years, so this is not my first visit to the USPS. I have a great relationship with them and they try very hard to be helpful. In fact, on occasion they have called the delivery post office and made direct inquiries.

So in this case the gent I dealt with is directly responsible for the carriers and immediately apologized because he knew he had a substitute carrier delivering that route on that day. He knew exactly what the substitute carrier did to mess things up. He even called the sub on the phone while I was there to try to figure out what happened to the package. Then he called over the gent who is regularly on the route to ask him, in my presence, to look for the package and ask around while he runs the route. That was over a week ago. I spoke with my carrier while on the route on Saturday and he had been looking/inquiring and had not found it.

As far a ringing the address where it was "delivered" goes, that won't work. The supervisor said that this carrier parks at a known house and delivers a loop of houses from that location. (this is SOP) Apparently is is known that this sub has a habit of scanning everything as "delivered" while sitting in the truck at that location and then heading out on the loop and making deliveries. Per the supervisor, the sub SHOULD be scanning as delivered while standing at the mailbox where indeed the item is delivered.

I get that we are all human and mistakes will be made. My concern is that in this particular "mistake situation" it appears as though I am left holding the bag. Why should I have to eat a loss when I didn't make a mistake? The seller is totally non-responsive to my emails and I just do not get that! Again, where is the eBay 'buyer experience" in this?

Ask the gent to put this in writing. Maybe ebay will cough up the refund with such on letterhead.
If USPS is aware that they made the mistake and by whom it was made, then in a perfect world they should shoulder the responsibility of compensating you as it is their agent.
The substitute carrier should be reprimanded. Ha!
Hope you get a favorable resolution.

charity_scents · ‎07-09-2019

@academic.ealim.books wrote:
@charity_scents

There is no way I am filing a claim with the USPS. Have you ever done that? Weeks to get any kind of response and a resolution. Where is the highly touted eBay "customer experience" in me having to do all of the work?

Yes I have. It was a total joke. The item I sold fell off tracking in the "out for delivery stage". Several messages later the buyer confirmed she had received item. I went to the claim and revised it with said information and asked that the tracking show such. Never happened. USPS continued to send messages about how they were working on locating my item. I'm guessing a human never laid eyes on my claim or my responses. Glad I was dealing with an honest buyer on that one.

Anonymous · ‎07-09-2019

@academic.ealim.books wrote:

@Anonymous THANK YOU for the information, however unfortunately to this chair it appears to be incomplete advice.

When I go to the resolution center and file as "Item Not Received" all that appears to do is open an email or message to the seller. The problem with this is:

1) I have already emailed the seller independently of this process to let the seller know I did not receive the item AND that the tracking information (GPS data) shows that the items was not delivered to me. So far, two emails in over a week and a half and the seller has ignored those notes - NO REPLY. So I have already done in essence what the resolution center process appears to do.

[As a side note, I did indicate to the seller that GPS data demonstrates/proves the item was mis-delivered and that the seller could verify such with the USPS . ]

2) There is nothing on that form that allows anything to be uploaded. I have the complete tracking data, printed out from the USPS which shows the GPS coordinates of where the item was mis-delivered. So there is no way to upload the "evidence" that eBay requires to provide "protection." So I do not see how I can follow the advice of "be sure to provide the evidence of misdelivery."

Therefore, I do not see the value in what has been suggested - filing through the Resolution Center. As stated, the "tracking information is the primary source we use for a case decision" and therefore this direction is likely to result in immediate rejection of the claim because the tracking information indeed shows, "delivered in or at mailbox".

So it would appear that filing as suggested will result in an immediate and automatic finding in favor of the seller! I loose! Then what? I have to hope that I can file an appeal to the "case closed in favor of the seller?"

Surely there has to be a better way to handle this?

Thank you for your kind attention to this matter and your patience with me as I learn the process.

Hi @academic.ealim.books, as I stated before, you would open an item not received request through the Resolution Center or by contacting Customer Service directly. If you cannot open a request through the Resolution Center, you would need to contact Customer Service.

Anonymous · ‎07-09-2019

@academic.ealim.books wrote:

How do I file a claim and get my money back on an item that was never delivered to me because it was misdelivered? IF I file an INR, eBay will revert to the tracking info which shows "Item delivered at mailbox." It wasn't.

To preemptively answer the typical questions: No one else in the household, I checked mailbox within 40-minutes of the time it was stamped as delivered, their are no porch pirates in this neighborhood and they certainly would not have been around at the time it shows delivered as it was a torrential downpour and no none of the neighbors have it.

I checked with the USPS and the GPS tracking shows that the item was scanned delivered on a different street than mine. So the USPS messed up the delivery and isn't the seller responsible for their shipper and any errors?

I have contacted the seller and heard nothing in response. Seem like I have already expended energy that the seller should have done?

So how do I work within the eBay system to get a refund?

Hi @academic.ealim.books, I just wanted to update you that I've referred this transaction over to have a case opened on your behalf. You should receive an email update shortly.

dede394 · ‎07-09-2019

@nc-daydreamer wrote:
Glad to hear the one it was delivered to called you and you got it.

Did you @academic.ealim.books get your courtesy refund from eBay yet, today? Happy to hear that the postmaster brought a bundt cake over along with the misdelivered package.

academic.ealim.books · ‎07-09-2019

@charity_scents wrote:

Ask the gent to put this in writing. Maybe ebay will cough up the refund with such on letterhead.
If USPS is aware that they made the mistake and by whom it was made, then in a perfect world they should shoulder the responsibility of compensating you as it is their agent.
The substitute carrier should be reprimanded. Ha!
Hope you get a favorable resolution.

The problem I see is that what you suggests shifts the burden all on to me. I did not hire the USPS, therefore I am just an innocent third-party. I have no standing with the USPS. THE SELLER should file a claim with USPS, not me as I did nothing wrong. Why should I have to do all of the work? IN a perfect world the seller would have funds set aside in a self insurance "cookie jar fund" for situations like this. THEN they could rapidly refund the customer and decide if it is worth their time and effort to file a claim with THEIR agent the USPS. The guy who pays for a service, in a perfect world, has a right to expect that he/she gets the service that they paid for.

Oh I get it that many see this and "not the seller's problem", as no one these days wants to take responsibility for anything. I guess some sellers have no clue of what is "customer service" nor what is involved in providing a positive customer experience such that people want to shop on eBay or be repeat customers.

academic.ealim.books · ‎07-09-2019

@Anonymous wrote:
@academic.ealim.books wrote:
How do I file a claim and get my money back on an item that was never delivered to me because it was misdelivered? IF I file an INR, eBay will revert to the tracking info which shows "Item delivered at mailbox." It wasn't.

To preemptively answer the typical questions: No one else in the household, I checked mailbox within 40-minutes of the time it was stamped as delivered, their are no porch pirates in this neighborhood and they certainly would not have been around at the time it shows delivered as it was a torrential downpour and no none of the neighbors have it.

I checked with the USPS and the GPS tracking shows that the item was scanned delivered on a different street than mine. So the USPS messed up the delivery and isn't the seller responsible for their shipper and any errors?

I have contacted the seller and heard nothing in response. Seem like I have already expended energy that the seller should have done?

So how do I work within the eBay system to get a refund?
Hi @academic.ealim.books, I just wanted to update you that I've referred this transaction over to have a case opened on your behalf. You should receive an email update shortly.

@Anonymous Thank you for the referral for a case. Much appreciated.

I think that you should be aware, that after some contemplation, I thought a better move would be to give the seller one more chance to "do the right thing." After all that is the way I would wish others would treat me when I am selling, rather than a knee jerk reaction.

So early today I sent the seller an email using the header "I didn’t receive my item" along with the scanned printouts from the USPS that show the GPS coordinates of where the package was delivered AND the address that corresponds to those GPS coordinates. That way I was able to get my "evidence" into the record. Hopefully whoever opens the case is able to review that email and view the attached evidence.

Thank you for your kind help. I'll await word on this case!

Anonymous · ‎07-09-2019

@academic.ealim.books wrote:

@Anonymous wrote:

@academic.ealim.books wrote:

How do I file a claim and get my money back on an item that was never delivered to me because it was misdelivered? IF I file an INR, eBay will revert to the tracking info which shows "Item delivered at mailbox." It wasn't.

To preemptively answer the typical questions: No one else in the household, I checked mailbox within 40-minutes of the time it was stamped as delivered, their are no porch pirates in this neighborhood and they certainly would not have been around at the time it shows delivered as it was a torrential downpour and no none of the neighbors have it.

I checked with the USPS and the GPS tracking shows that the item was scanned delivered on a different street than mine. So the USPS messed up the delivery and isn't the seller responsible for their shipper and any errors?

I have contacted the seller and heard nothing in response. Seem like I have already expended energy that the seller should have done?

So how do I work within the eBay system to get a refund?

Hi @academic.ealim.books, I just wanted to update you that I've referred this transaction over to have a case opened on your behalf. You should receive an email update shortly.

@Anonymous Thank you for the referral for a case. Much appreciated.

I think that you should be aware, that after some contemplation, I thought a better move would be to give the seller one more chance to "do the right thing." After all that is the way I would wish others would treat me when I am selling, rather than a knee jerk reaction.

So early today I sent the seller an email using the header "I didn’t receive my item" along with the scanned printouts from the USPS that show the GPS coordinates of where the package was delivered AND the address that corresponds to those GPS coordinates. That way I was able to get my "evidence" into the record. Hopefully whoever opens the case is able to review that email and view the attached evidence.

Thank you for your kind help. I'll await word on this case!

Hi @academic.ealim.books, Customer Service can see any messages you send through eBay Messages, which include photos you send to the seller. You can typically upload these to the request itself review for future reference. In instances where this is not an option, Customer Service can send you an email with a link to upload photos or to reply with those photos attached. Moving forward, you can communicate with your seller through the request and if you are unable to reach a resolution, you can ask eBay to step in after three full business days have passed

muttlymob · ‎07-09-2019

@academic.ealim.books wrote:

Oh I get it that many see this and "not the seller's problem", as no one these days wants to take responsibility for anything. I guess some sellers have no clue of what is "customer service" nor what is involved in providing a positive customer experience such that people want to shop on eBay or be repeat customers.

I'm not sure anyone on this thread has stated this. I think you are misinterpreting some of what you are being told. My earlier post advised that it is better for the buyer/recipient to approach his own PO for info since he has the best position to get the right answers. ie, local info about his own address, mailbox, carrier, etc. In no way did I mention, infer, or suggest that a seller ignoring messages is OK.

Just a guess but others who have also suggested you contact the USPS are not telling you that the seller ignoring you is OK. They are telling you that if you really want the problem solved you may have to do something. Reality. It's a fantasy to expect all sellers to behave appropriately. You can take it upon yourself to do what the seller refuses to do. Or you can forfeit your money/package.

If a seller doesn't want to do what he really should, you can't force him. But you can do what it takes to make yourself whole if that's the only way it will get done.

beez5720 · ‎07-10-2019

Not sure how you are blaming the seller here (or saying the seller is responsible). The seller can call your local post office for you but beyond that, there's nothing he can do to retrieve your package. The seller cannot even file a claim because it was delivered. Other than making a phone call and hoping to talk to a human being with half a brain, what exactly do you think the seller's responsibility is?

beez5720 · ‎07-10-2019

@ trinton@ebay
Whoa! Are you saying the SELLER is to refund a mis-delivered package? I thought ebay was to protect both buyer and seller when neither is at fault? Is the seller is going to take a loss on this because the USPS messed up?

muttlymob · ‎07-10-2019

@beez5720 wrote:
The seller cannot even file a claim because it was delivered.

The PO admitted the package was not delivered to the intended recipient.

An insurance claim can indeed be opened for a package that has been scanned as delivered - it will likely initially be denied but when evidence or signed statement from intended recipient is submitted it might be approved.