Item not received but seller has proof it has been delivered

Scarlet.1

Would be grateful if anyone who has found themselves in my scenario can advise. I bought 4 new chairs from Ebay (£100). I checked the tracking for them in my purchased items this morning and was stunned to see that they had apparently been delivered yesterday at 12.31pm, even though I was working from home all day and sit right opposite my entrance to the property which is a toughened glass door. The only delivery I had yesterday was the post. Although FedEx's website says they are open from 8.00 am - 2 pm today I am just getting a message saying no agents are available. I have spoken to Ebay customer services who tell me the seller has provided 'proof' the item has been delivered. This proof does not contain a signature, nor a photograph of the item outside my front door, nor, in fact my specific street number and street. It just says it was delivered to Paddington, London at 12.31 pm. However, Ebay accept something that vague as proof of delivery. Ebay have advised me to ask Fedex to open an investigation. Just looked on the Trustpilot website and Fedex Uk have a 92% one-star rating of poor. There are a lot of dissatisfied people it seems, some describing exactly what has happened to me I will phone Fedex again on Monday to try and get an investigation opened but I am just wondering if anyone has had this happen to them and if you had a positive outcome? 

martindow

You need to get the seller onside here - if the tracking shows it delivered you will lose an INR case.  The seller is the one who can contact Fedex to find out more details about where the chairs were left and hopefully get them to you.

Sites like Trustpilot will be full of poor reviews of any carrier you look at.  People tend to leave reviews when there is a problem and very few will bother with writing to say it was all delivered without problem.  I have found Fedex to be one of the better carriers.

Good luck and I hope you get it sorted soon.

Scarlet.1

I have had items delivered from Fed Ex on a few occassions this year. I have always received a notification by email or text and the delivery guy always stands back and takes a photo because couriers have not been asking for signatures since Covid 19, none of these things happened here. It is shocking that Ebay will accept a notification that an item was delivered to an area, not even mentioning my address, as proof of delivery. Thanks Martindow for taking the time to offer advice.

theonlywayisup

Ebay do require the locality of the delivering courier to be relevant to the address.  Would your delivery depot be Paddington or not?  Google Fedex and see what it is if Paddington isn't correct. 

Scarlet.1

Hi and thank-you theonlywayisup. I spoke to Ebay customer services today and they didn't say that was a requirement, they said all they require is delivery confirmation. May I ask how you know that eBay requires that the locality of the delivering courier should be relevant to the delivery address? I am asking so I can bring it up when I next have conatct with Ebay. I can see on the tracking information that the depot is Hornsey, London N8. I am in London W2.

theonlywayisup

Scarlet.1 said:

Hi and thank-you theonlywayisup. I spoke to Ebay customer services today and they didn't say that was a requirement, they said all they require is delivery confirmation. May I ask how you know that eBay requires that the locality of the delivering courier should be relevant to the delivery address? I am asking so I can bring it up when I next have conatct with Ebay. I can see on the tracking information that the depot is Hornsey, London N8. I am in London W2.

https://www.ebay.co.uk/help/policies/ebay-money-back-guarantee-policy/ebay-money-back-guarantee-policy?id=4210#not-received

Bullet point 4.   If you aren't in Paddington then you need to explain to Ebay where your local fed ex depot is.  You will need to be firm as mostly the reps can be from other countries and the language is a barrier. 

Evidence of successful delivery
We require all of the following to prove a successful on-time delivery:

• Tracking number that can be validated on the shipping carrier's website and which was uploaded to eBay before the latest estimated delivery date;
• A delivery status of "delivered" (or equivalent in the country to which the item was delivered);
• The date of delivery;
• The recipient's address, showing at least the city/county or postcode (or international equivalent) that matches the one found on the Order details page; and
• Signature confirmation, on orders with a total cost of £450 or more. Learn more about our signature confirmation requirements.

Scarlet.1

Hi theonlywayis up and thanks for posting. I am sorry but am a bit confused. You have said 'if you aren't in Paddington' but I am in Paddington, London W2. I can't see at bullet point 4 where it says that the locality of the delivering courier should be relevant to the delivery address. It says to prove a successful delivery the proof should show the recipient's address, showing at least the city/county or postcode which the Fed Ex 'proof' seems to to do. What I don't understand is what you mean when you have said by the locality of the delivering courier should be relevant or where it states that Ebay require that? . As I have said I am in Paddington, London, W2 and the local depot on the tracking shows as Hornsey but I am not clear what this has to do with Ebay's requirments. Thanks again.

Scarlet.1

theonlyway is up, the guy I spoke to at Ebay this morning was Irish so English was his first language. I am grateful to you for unearthing that information because it seems Ebay will accept proof of delivery that mentions only the post code or city and not the specific address. Those chairs could have been left anywhere in London W2 (and not at my address) yet Ebay appears to accept the confirmation of 'London' (W2 is only half my post code) as proof that the chairs have been delivered to my front door. How can that be right? I doubt many buying on Ebay realise this. I also cannot blame the seller at all because they have fulfilled their obligations to Ebay by providing the confirmation they did. I suppose if Ebay do not help me further I will have to go to Paypal and also I paid through Paypal using my John Lewis credit card so maybe that's another avenue for me to explore.

barbiegirl48

As you paid with a credit card you can invoke section 75 of the consumer credit act for purchases of £100 plus, so the credit card company should credit your account and raise the dispute to recover their costs

barbiegirl48

Contact John Lewis financial services they should sort this out for you you have protection on purchases with credit cards for £100 plus

theonlywayisup

Scarlet.1 said:

theonlyway is up, the guy I spoke to at Ebay this morning was Irish so English was his first language. I am grateful to you for unearthing that information because it seems Ebay will accept proof of delivery that mentions only the post code or city and not the specific address. Those chairs could have been left anywhere in London W2 (and not at my address) yet Ebay appears to accept the confirmation of 'London' (W2 is only half my post code) as proof that the chairs have been delivered to my front door. How can that be right? I doubt many buying on Ebay realise this. I also cannot blame the seller at all because they have fulfilled their obligations to Ebay by providing the confirmation they did. I suppose if Ebay do not help me further I will have to go to Paypal and also I paid through Paypal using my John Lewis credit card so maybe that's another avenue for me to explore.

I took it from your previous thread that the fact the parcel was delivered from 'Paddington' mean it wasn't possibly to be delivered to you.  Your OP and my post 3 I thought queried that?

As you live in Paddington, then you can't cite this as a misdelivery on those grounds.  Clearly.

Paypal and Ebay generally have the same rules, you will not win an INR on either platform with a delivery showing as delivered. You need to appeal to Ebay and explain that you don't have it, AND you need to explain to the seller that you haven't had the parcel and ask them nicely to appeal with delivery with the courier (as you cannot).

Barbiegirl is not correct a S75 is not automatically allowed - as you've used Paypal as an intermediary payment.  However, there is nothing to stop you asking your credit card company for help.  

But the order you need to take now is 1.  Go to the seller and ask them to dispute deliver.  2.  If that fails appeal to Ebay citing you didn't receive it and ask them to make an ex gratis refund to you.  3.  Try your CC company but expect nothing.  Anything else is a bonus.