Buyer says item not received, tracking says its been delivered how will ebay rule ?

Tyler_Durden_UK

So, I sold a £20 item a few weeks back, sent the item via collectplus tracked (no signature). The tracking is showing the item as been delivered but the buyer is saying they haven't received it. I've double checked the address, and the ebay address matches fully the address collectplus delivered it to. I took a photo of the parcels address label as well and that is the correct one also.

The buyer contacted me last night saying they hadn't received it, I contacted CP this morning, they are investigating and say it might be 48 hours before they get back to me. This has been communicated to the buyer. However they are saying its imperative they get the item asap.

If the buyer raises a case, how will ebay rule ? I have tracking confirmation of delivery but no signature.

pinkshoes

If they raise a case you will win as tracking says delivered.

Just inform the buyer that you have lodged an investigation with CP and you will keep them updated, but perhaps ask them to check with neighbours etc...

JimmyTheWig

I agree with pinkshoes that if the tracking says delivered then eBay will side with the seller.
Either way, there's not much you can do about the buyer needing the item asap!

Tyler_Durden_UK

pinkshoes wrote: »

Just inform the buyer that you have lodged an investigation with CP and you will keep them updated, but perhaps ask them to check with neighbours etc...

This is exactly what I've done

DAVID_HARVEY

Ebay are 99% in favour of the buyer

soolin

DAVID_HARVEY wrote: »

Ebay are 99% in favour of the buyer

An odd statement on this thread as seller is 99.9999% guaranteed to win any eBay or PayPal case.

Tyler_Durden_UK

Assuming the parcel has gone missing / been pinched, what recourse does the buyer have. I don't want to leave them in the lurch really as I'd be mightily annoyed if I was in their shoes

Pembroke

You say in your OP that you sent the item to the Ebay address? You're supposed to send it to the PayPal address. Have you checked to make sure they're the same as the PayPal address is more likely to be up to date.

RFW

Tyler_Durden_UK wrote: »

Assuming the parcel has gone missing / been pinched, what recourse does the buyer have. I don't want to leave them in the lurch really as I'd be mightily annoyed if I was in their shoes

It's up to you if Ebay accept the tracking (which seems likely). Ebay may well offer the buyer an ex-gratia refund (ie not from your funds) . It's happened to me a few times and I've sorted it with the courier after refunding the buyer.

theonlywayisup

Tyler_Durden_UK wrote: »

Assuming the parcel has gone missing / been pinched, what recourse does the buyer have. I don't want to leave them in the lurch really as I'd be mightily annoyed if I was in their shoes

In circumstances like this I protect my account (the tracking will do that for you) and assure the buyer I will dispute the non delivery with the carrier. Then I chase with the carrier until they either refund or they confirm the parcel has been safely delivered.

soolin

theonlywayisup wrote: »

In circumstances like this I protect my account (the tracking will do that for you) and assure the buyer I will dispute the non delivery with the carrier. Then I chase with the carrier until they either refund or they confirm the parcel has been safely delivered.

Unfortunately I agree. Since ebay have started penalising sellers who try and offer good customer support the first thing to do with any issue is to protect your account first. Then you can work with the buyer to try and help.