Ebay parcel delivered to neighbour, now lost

Xabouba

Hi,

As it makes more sense, I'm reposting here the same issue from /Consumer Rights.

I ordered an item from eBay about 3 weeks ago and it was supposed to be delivered 48h later. However we never received anything in our mailbox, so we waited for a bit and asked for the seller for a tracking number which he gave us. The parcel was actually delivered on time but to a random neighbour.

We did not receive a confirmation receipt saying that it was delivered to a neighbour and the details given in the Royal Mail tracking website are incomplete (we only have a first name, no last name or flat number...)

After 2 weeks of search in our building with no success (notes in the neighbours mailboxes, in our building entrance and asking our nearby neighbours), I lost hope of finding it and I'm wondering what are my current options and I just read that any claim on eBay needs to be done before 30 days after delivery.

I can't seem to be able to report a claim in ParcelForce (which delivered the parcel) as I'm not the sender. I'm not sure how it works but I can make a claim in eBay or Royal Mail but this would put the sender as responsible for the loss.

My question would be: do you know if the claim should be made through eBay (with the Money Back Guarantee policy) or directly with Royal Mail?

Thanks

Pun

It is the seller's responsibility to claim from ParcelForce if they have failed to deliver correctly. Open a case through ebay.

lovinituk

Pun wrote: »

It is the seller's responsibility to claim from ParcelForce if they have failed to deliver correctly. Open a case through ebay.

An eBay case will be lost as soon as the seller enters the tracking number and it shows as delivered. eBay will not look in to the detail that it was delivered to a neighbour.

mrcol1000

You will lose the case and irritate the seller. So I really would not open one.

You need them on side to help. The seller needs to contact the courier and dispute delivery. They may at least be able to find out for you where exactly it was delivered.

I really would not open a case if there is online tracking showing delivery though, as eBay will find in the sellers favour.

lovinituk

Xabouba wrote: »

My question would be: do you know if the claim should be made through eBay (with the Money Back Guarantee policy) or directly with Royal Mail?

You will lose an eBay case if the tracking shows a confirmed delivery and Royal Mail have nothing to do with it if ParcelForce delivered.

Your best bet is to find the number for your local PF depot and speak them directly. Or even better go to the depot and tell them what's happened.

Nesty

I had a similar thing a few weeks ago.
The seller used Hermes and it said securely left in porch and I don't have a porch.
I did open a case. However, I'd advise against it.
Lucky for me the seller didn't upload the tracking otherwise it would of be case closed in the seller favour.
My item turned up 12 days later. Obviously item had gone to another property and the person then dropped it off leaving it on my doorstep!

Xabouba

Thanks for your answers.

So just to sum up, it won't work if I make a claim on eBay nor Royal Mail and as a receiver I can't make one on ParcelForce. I guess what really looks obvious now is that I should have never used eBay.

lovinituk wrote: »

You will lose an eBay case if the tracking shows a confirmed delivery and Royal Mail have nothing to do with it if ParcelForce delivered.

Your best bet is to find the number for your local PF depot and speak them directly. Or even better go to the depot and tell them what's happened.

I already contacted the Royal Mail customer service, they told me to ask ParcelForce.
I also contacted ParcelForce customer service, they told me they don't have any more details on the delivery and that the sender can make a claim...

I will message the sender and nicely ask him to make a claim on ParcelForce. And then, only if they actually agree for a refund, he will have to send me the money back voluntarily.

Thanks again, guess I can order my stuff again on Amazon.

lovinituk

Xabouba wrote: »

I already contacted the Royal Mail customer service, they told me to ask ParcelForce.

Yes of course they would, Royal Mail is a completely different entity that had nothing to do with your ParcelForce delivery.

Xabouba wrote: »

I also contacted ParcelForce customer service, they told me they don't have any more details on the delivery and that the sender can make a claim...

You're wasting your time with the central customer services. Go to your local depot where the driver came from and kick up a fuss. Ask them who gave permission for it to be left at a different address.

mrcol1000

lovinituk wrote: »

Yes of course they would, Royal Mail is a completely different entity that had nothing to do with your ParcelForce delivery.


You're wasting your time with the central customer services. Go to your local depot where the driver came from and kick up a fuss. Ask them who gave permission for it to be left at a different address.

Most couriers will leave at a different address rather than getting the customer to travel potentially miles and miles to their nearest depot. They need to work with the seller to get them to ask Parcel Force to investigate.

mrcol1000

Xabouba wrote: »

Thanks for your answers.

So just to sum up, it won't work if I make a claim on eBay nor Royal Mail and as a receiver I can't make one on ParcelForce. I guess what really looks obvious now is that I should have never used eBay.



I already contacted the Royal Mail customer service, they told me to ask ParcelForce.
I also contacted ParcelForce customer service, they told me they don't have any more details on the delivery and that the sender can make a claim...

I will message the sender and nicely ask him to make a claim on ParcelForce. And then, only if they actually agree for a refund, he will have to send me the money back voluntarily.

Thanks again, guess I can order my stuff again on Amazon.

So you haven't even bothered to ask the seller for help before giving up? Maybe Ebay isn't for you.

Pun

Contact the seller, who should be willing to help, not least because they will be aware that you can quite reasonably leave negative feedback if they don't try to sort this out e.g. 'seller unhelpful when ParcelForce misdelivered parcel'

Obviously not fair to leave a negative just because the item was misdelivered, which is clearly not the seller's fault - but quite fair to comment on how willing (or otherwise) they were to help.