eBay undelivered item

stov

Hi all

I sold a phone on eBay and sent it with delivery expected 2 days later. Unfortunately three weeks later it hasn't been delivered. I have had regular email talks with the buyer, and have sent him proof of purchase, with his house number and postcode. It looks as though the parcel has been held up in the xmas post or more likely lost.
My question is, with eBay, do you get cover for this? The buyer has started a case for this, all I have done is sent him a photo of the proof of purchase, so at the moment I cannot do anymore. I believe eBay will step in after a few more days to resolve the matter. Just wondering if anybody else has had this, as I have had not experienced this in the past.

theonlywayisup

You need to read the postage sticky if you want to use eBay in the future as it will help explain protection and claims.

You need to refund the buyer if you don't have a proof of delivery.

MsBlonde

Yeah, sending phones is a dodgy one... especially if you don't send it special delivery, not do you only run the chance of it being "lost" but also the buyer may of been trying it on, has got it but has seen you've not got tracking so knows if they open a case they'll get their cash back instantly.

soolin

stov wrote: »

Hi all

I sold a phone on eBay and sent it with delivery expected 2 days later. Unfortunately three weeks later it hasn't been delivered. I have had regular email talks with the buyer, and have sent him proof of purchase, with his house number and postcode. It looks as though the parcel has been held up in the xmas post or more likely lost.
My question is, with eBay, do you get cover for this? The buyer has started a case for this, all I have done is sent him a photo of the proof of purchase, so at the moment I cannot do anymore. I believe eBay will step in after a few more days to resolve the matter. Just wondering if anybody else has had this, as I have had not experienced this in the past.

As has been said in the other responses this could be tricky for you unless you have proof of delivery.

have a read of the sticky postage thread that explains seller protection. Basically though now that a case has been opened you need to either upload tracking that shows phone has been delivered or refund before buyer escalates . If you refund before it is escalated you will get your FVFs back and won't get a defect under the new defect scheme coming in. In February. If you allow buyer to escalate you still get to refund, but lose your FVFs and get a defect under the new scheme.

As you have proof of postage (I assume that's what you mean by proof of purchase) you can reclaim losses up to £20 from RM by completing a claim form and supply proof of posting. You can start the claim after 15 working days.

Out of interest what sort of value are we talking for the phone?

stov

It was only a cheap phone under £40, yes sorry proof of postage, however I'm a bit miffed as the way I see it is if a buyer buys something that isn't recorded delivery they "could" say it wasn't delivered and the seller has to refund them, I thought you'd be covered with eBay, if you could prove postage.

soolin

stov wrote: »

It was only a cheap phone under £40, yes sorry proof of postage, however I'm a bit miffed as the way I see it is if a buyer buys something that isn't recorded delivery they "could" say it wasn't delivered and the seller has to refund them, I thought you'd be covered with eBay, if you could prove postage.

Posting something though does not mean item will be delivered, things do happen, occasionally admittedly, but they do get lost. Would you be happy to spend £40 on something and when it gets lost write the money off as your seller can prove they sent something?

Yes there are some dodgy buyers, perhaps you were even targeted as buyer could see you were new and didn't understand seller protection. However, you don't know that, and at this time of year things can be delayed or lost.

Do have a read of the sticky postage thread.

maggieriordan

Why am I expected to refund the purchaser if a purchase fails to be delivered? This buyer admits she has had several items go missing. Really annoyed I have to refund her when I fulfilled my part of the transaction, how do I BAN this person from making any more purchases?!!!!

soolin

maggieriordan wrote: »

Why am I expected to refund the purchaser if a purchase fails to be delivered? This buyer admits she has had several items go missing. Really annoyed I have to refund her when I fulfilled my part of the transaction, how do I BAN this person from making any more purchases?!!!!

You refund because as a seller it is your responsibility to ensure buyer gets their goods. Also, you are the one who can make a claim from RM or your courier for the loss so if you used the correct service you shouldn't be out of pocket.(although I understand you only used standard mail which will limit the RM pay out to £20)

You can also block people from bidding again by putting them on your blocked buyer list.

the_lunatic_is_in_my_head

maggieriordan wrote: »

This buyer admits she has had several items go missing.

Says it all really, sadly a lesson learnt not to send phones (or anything worth more than you are willing to lose/covered for really) without tracking.

Probably easier for you to bite the bullet and refund but for those more experienced in dealing with such issues, my question to the buyer would be have they reported their mail problems to Royal Mail, if yes I'd ask for the 1- ref number to follow up on the same line of enquiry.

At the very least if you have the option to report the phone as lost and it being blocked do so.

Brywalker

And always ask them to open an official Ebay "Item not Received" request. Its amazing how many don't!

forgotmyname

maggieriordan wrote: »

Why am I expected to refund the purchaser if a purchase fails to be delivered? This buyer admits she has had several items go missing. Really annoyed I have to refund her when I fulfilled my part of the transaction, how do I BAN this person from making any more purchases?!!!!

All you needed to do was prove this and you will win any dispute. If you had proof of delivery you wont have this issue.

It maybe genuine or imaybe they are getting them. Ive made complaints about my postmen in the past. So it maybe RM's issue.