eBay item not received

rodbevan

At the beginning of September I ordered and paid by PayPal for an item from eBay in the UK. The item was shipped from USA via eBays global shipping programme but for some reason was classified as undeliverable. It was shown on tracking as clearing customs 20th September and then returned to seller on 26th September. I have contacted seller for a refund but he had told eBay that the courier attempted to deliver. eBay advise that I collect from the courier but he says he does not have it. ebay have taken the side of the seller and refuse to compensate.

theonlywayisup

Is there anything on the tracking between clearing customs and returning to the seller? Was the purchase address correct?

When you say ebay have taken the side of the seller and refuse to compensate, does that mean you opened a case?

pinkshoes

PHONE eBay and point out tracking clearly shows seller has the item as it did not clear customs.

George_Michael

pinkshoes wrote: »

PHONE eBay and point out tracking clearly shows seller has the item as it did not clear customs.

But the tracking states that it did clear customs:

rodbevan wrote: »

It was shown on tracking as clearing customs 20th September and then returned to seller on 26th September

so it might appear to ebay that after clearing customs, the OP refused to accept the delivery so it was returned back to the seller.

DoaM

George_Michael wrote: »

But the tracking states that it did clear customs:

But that could simply be incorrect terminology by the OP. It would be helpful if the OP stated exactly what the tracking said.

rodbevan

Tracking shows return to seller 26th September. It was scanned after customs and then few days later Birmingham return (26th). I opened a case to get money back but eBay accepted seller saying that courier had attempted to deliver eBay told me to collect from courier. But courier says they don't have it. Seller doesn't respond to e mails, I have asked if he has had it back, no reply. I have appealed against the decision but each date to finalise that they give they keep extending. They have said they will make decision before 20th October.
The address should be correct as per my eBay account and PayPal. It shows on my order acknowledgement with my name and first line of address.

pinkshoes

rodbevan wrote: »

Tracking shows return to seller 26th September. It was scanned after customs and then few days later Birmingham return (26th). I opened a case to get money back but eBay accepted seller saying that courier had attempted to deliver eBay told me to collect from courier. But courier says they don't have it. Seller doesn't respond to e mails, I have asked if he has had it back, no reply. I have appealed against the decision but each date to finalise that they give they keep extending. They have said they will make decision before 20th October.
The address should be correct as per my eBay account and PayPal. It shows on my order acknowledgement with my name and first line of address.

The tracking therefore clearly does not state DELIVERED, so you are due a refund.

PHONE eBay and complain!

rodbevan

This is still proving mission impossible. My item was not delivered and marked on the tracking information as undeliverable. However eBay say they are investigating the matter as the item cannot be traced or found by the courier. e bay keep extending the time that they make a final decision on this and have referred the matter "to a high level" within the courier company. Initially they said the final decision would be by 14th Sept., then 18th, then 19th and now 222nd. I have told them that I consider that they are in breach of contract and also not complying with their rules. Abmysmal behaviour. I have now commence a claim for refund via PayPal. Crazy.
The item was sent from the US via eBays global shipping(black hole)division.

theonlywayisup

You need to RING eBay. Talk through the tracking and tell them to close the matter in your favour as you've never had the item.

rodbevan

I have phoned, I have written a two page letter account with copies of all the tracking. Distinctly says item"undeliverable, returned to sender". e Bay say that enquiries are being made with courier and they will make a decision. I have said that they are welcome to carry out whatever investigation they want to but I am due a refund! Don't trust e Bay. They don't comply with their own rules. Seller says he doesn't have item.

theonlywayisup

rodbevan wrote: »

I have phoned, I have written a two page letter account with copies of all the tracking. Distinctly says item"undeliverable, returned to sender". e Bay say that enquiries are being made with courier and they will make a decision. I have said that they are welcome to carry out whatever investigation they want to but I am due a refund! Don't trust e Bay. They don't comply with their own rules. Seller says he doesn't have item.

Have you escalated the case to eBay?