Telephone from e-bay not received

Gill77

My grandson Max, bought a phone from e-bay, (not cheap) because of the virus, The Royal Mail do not get you to sing their machine, when they deliver a package, but the postman put in a code, when he delivers it.  Max has a photo shot of the code.   R.M. says they have delivered it, but Max has not received it.  Max paid for the phone with an debit card.  There is other flats in the house Max lives, he has asked them all if they have seen it. But no luck.  Max has been to e-bay they says they have sent the phone.  RM says they have delivered it, what should he do?  Please help

Aylesbury_Duck

He needs to contact the seller, via ebay.  As I understand it, the seller retains responsibility up to the point the recipient receives the goods.  Since Max hasn't received the goods, the seller needs to intervene.  He needs to raise a dispute with ebay who should refund him and put the onus on the seller to track down the package.

theonlywayisup

Contact the seller and ask them to dispute the delivery with the carrier.  Tell Max to get in touch with Royal Mail and tell him to dispute the delivery.   Max should also go to his debit card provider and dispute the delivery. 
Unfortunately as Max didn't pay by Paypal he won't be covered by an ebay dispute, even if he were, he would lose.  The seller has tracking which shows delivery so that would be enough.  

the_lunatic_is_in_my_head

Gill77 said:

My grandson Max, bought a phone from e-bay, (not cheap) because of the virus, The Royal Mail do not get you to sing their machine, when they deliver a package, but the postman put in a code, when he delivers it.  Max has a photo shot of the code.   R.M. says they have delivered it, but Max has not received it.  Max paid for the phone with an debit card.  There is other flats in the house Max lives, he has asked them all if they have seen it. But no luck.  Max has been to e-bay they says they have sent the phone.  RM says they have delivered it, what should he do?  Please help

eBay will find in the sellers favour if the tracking shows it was delivered from the correct delivery office.

Best thing to do is go to the Royal Mail delivery office, explain what has happened and ask they check the GPS data, very limited window for this so it should be done asap. 

If you can demonstrate to eBay the tracking is incorrect you can appeal an item not received claim. 

When you say other flats, is this a house converted with a single delivery point or a block of flats where the postman goes to each door? 

soolin

Aylesbury_Duck said:

He needs to contact the seller, via ebay.  As I understand it, the seller retains responsibility up to the point the recipient receives the goods.  Since Max hasn't received the goods, the seller needs to intervene.  He needs to raise a dispute with ebay who should refund him and put the onus on the seller to track down the package.

Max will lose an INR claim as seller has tracking showing delivery, as per lunatic above this needs to be disputed with RM with emphasis placed on the fact that the property has multiple flats.

theonlywayisup

There can't be an INR claim.  The buyer did not pay by Paypal, therefore the eBay Money Back Guarantee does not apply. 

You’re covered by eBay Money Back Guarantee on ebay.co.uk when you pay with PayPal. 

soolin

theonlywayisup said:

There can't be an INR claim.  The buyer did not pay by Paypal, therefore the eBay Money Back Guarantee does not apply. 

You’re covered by eBay Money Back Guarantee on ebay.co.uk when you pay with PayPal. 

I did wonder if Max used PayPal via a debit card as on the pay page it lists a debit card, but that tends to be PayPal via a guest. There are few sellers on eBay set up to take debit cards outside of PayPal . That would make them eligible for an INR claim (which as above they would lose)