Ebay item delivery proof

curly_B

I posted an item first class with proof of posting on 15th dec and had a case opened on ebay on 28th Dec. saying it had not been received. I have checked the Royal Mail site and it was delivered on 17th dec and there is a copy of the signature from delivery. I have emailed the seller and told him and asked him to close the case. What should I expect now? Having never been in this situation before ...?
Thanks in advance

soolin

curly_B wrote: »

I posted an item first class with proof of posting on 15th dec and had a case opened on ebay on 28th Dec. saying it had not been received. I have checked the Royal Mail site and it was delivered on 17th dec and there is a copy of the signature from delivery. I have emailed the seller and told him and asked him to close the case. What should I expect now? Having never been in this situation before ...?
Thanks in advance

Firstly you must upload the tracking and delivery info to the dispute console - the case is important so don't just rely on buyer closing case. Upload the info and let eBay know you are defending the INR.

If you don't then the worse case scenario is that case closes against you, buyer gets a refund and you get a defect.

curly_B

Thanks Soolin
having never done this before I am not sure where to put the info..
do I click on the respond and look for something there ?

bxboards

Do not ask the buyer (not seller, you are the seller!) to close the case as you will get a defect regardless.

Upload tracking info, and Esclate and you will win the case, and any defect or negative feedback is removable.

If the buyer closes the case now, you get a defect either way, so keep it open and Escalate it. You have proof of delivery, so you win.

usefulmale

Do exactly what Soolin and bxboards say. You have tracking info so if you upload that into the case and escalate yourself, you will win. Ebay may still refund the buyer but that should be from their own pocket.

theonlywayisup

curly_B wrote: »

Thanks Soolin
having never done this before I am not sure where to put the info..
do I click on the respond and look for something there ?

Yes, go to the case, click respond or reply and you should then see the option to add tracking. If you cannot see it, add it on the response in writing. You could also go to the order and add the tracking there. But the case is the most important one. That is the evidence eBay will use.

Then ring eBay and explain the item is showing as delivered, ask them to escalate and close in your favour.

celestius

I have the same situation with my buyer, she is adamant that the signature is not hers and has opened a case.
I am trying to help her and have asked Royal Mail to investigate, they are contacting the local depot where the parcel was delivered from - but they said that ultimately I will probably have to put a claim in myself...

mgdavid

celestius wrote: »

I have the same situation with my buyer, she is adamant that the signature is not hers and has opened a case.
I am trying to help her and have asked Royal Mail to investigate, they are contacting the local depot where the parcel was delivered from - but they said that ultimately I will probably have to put a claim in myself...

just load the tracking/delivery details into the case. You should win as it's her word against the Royal Mail.
Beware of 'I'm trying to help her' - just follow the ebay rules and process. No more, no less.

theonlywayisup

mgdavid wrote: »

just load the tracking/delivery details into the case. You should win as it's her word against the Royal Mail.
Beware of 'I'm trying to help her' - just follow the ebay rules and process. No more, no less.

This, but if you suspect the buyer is telling the truth, you can dispute the delivery to RM. If they agree they will pay out and you can refund your buyer. But protect your eBay account first.

celestius

mgdavid wrote: »

just load the tracking/delivery details into the case. You should win as it's her word against the Royal Mail.
Beware of 'I'm trying to help her' - just follow the ebay rules and process. No more, no less.

Yes I have uploaded the tracking.
She could have escalated by now but I guess she knows that she cannot win this one.

theonlywayisup

celestius wrote: »

Yes I have uploaded the tracking.
She could have escalated by now but I guess she knows that she cannot win this one.

Then you MUST escalate it.

If you do, you will win, the feedback facility for the buyer will be removed along with any defect.

Then you can deal with the buyer.

Protect your account first but RING and escalate.