eBay (lack of) buyer protection (Yodel non-delivery)

itm2

I bought a small electronics item from an eBay seller. I got an email to say that it had been delivered. It hadn't - and my front door security camera confirmed that no attempt had been made to deliver it. When I contacted the seller they simply sent me Yodel's confirmation of delivery. I sent them the log from my security camera but they ignored it. I contacted Yodel and they asked me to wait 24-48 hours for them to investigate. Having not heard anything after a few days I contacted them via webchat. They told me that the parcel had been delivered to the wrong address, but couldn't tell me where. They told me it had been escalated, and that I would receive a reply within 24 hours. The next day I got an email saying that they were investigating, and said I would have a response in 24-48 hours (by now it was 10 days since I had first reported the non-delivery). In the meantime I had raised a case with eBay. They told me to contact Yodel to ask for an "eBay letter", and promptly closed the case. I have now asked Yodel 3 times for such a letter and they have ignored all 3 requests - they are simply telling me that I need to contact the seller. So back to square one. 
Has anyone got any tips for how to actually get "buyer protection" from eBay?

pinkshoes

What does the actual tracking say? I am assuming it says delivered as eBay closed the case?

I think I would phone eBay again and state that you have written proof (webchat with Yodel - you did save it didn't you?!?!) showing that the item has NOT been delivered so can they re-open the not received case.

Was it expensive?

Keep messaging the seller to state that you do NOT have the item and Yodel have said they delivered to the wrong address.

itm2

The tracking says: "2021-08-09 11:33 Your parcel has been delivered through your letterbox".
It was £13. Not a huge amount but also not the sort of amount I would ignore.
I'll try the seller again but as eBay have closed the case I don't expect a response. They ignored me last time.

itm2

...and yes I sent a transcript of the webchat with Yodel to eBay...

theonlywayisup

If the seller didn't answer before it's unlikely they will do now after the case has been closed in their favour.  Ring ebay and explain what proof you have.  

pinkshoes

itm2 said:

...and yes I sent a transcript of the webchat with Yodel to eBay...

In which case PHONE eBay until you get someone who has some common sense and make it clear it has not arrived.

Was it something that would fit through a letter box???

itm2

pinkshoes said:

itm2 said:

...and yes I sent a transcript of the webchat with Yodel to eBay...

In which case PHONE eBay until you get someone who has some common sense and make it clear it has not arrived.

Was it something that would fit through a letter box???

I can't find a number for eBay anywhere. I got offered a webchat link, but after waiting 40 minutes to be connected to an agent I gave up.
In the meantime I raised a dispute with Paypal. They simply referred it to eBay, and have just refused to refund because "we received shipment tracking from the seller confirming that the item was delivered". They, like eBay, seem to be ignoring the transcript of my webchat with Yodel wherein they confirm that they delivered it to the wrong address. The item would fit easily through a letterbox (it's about the size of a packet of cigarettes).
I've contacted Amex and asked them to process a chargeback. This does seem like the nuclear option but I don't seem to have any others remaining.
At least now I know that eBay and Paypal buyer protection don't offer any protection from non-delivery of purchased items.

theonlywayisup

itm2 said:

pinkshoes said:

itm2 said:

...and yes I sent a transcript of the webchat with Yodel to eBay...

In which case PHONE eBay until you get someone who has some common sense and make it clear it has not arrived.

Was it something that would fit through a letter box???

I can't find a number for eBay anywhere. 

You need to persevere and go through the help sections until you get a number.  Then you need to ring.  Give the info that you have and that the item has not been delivered to you and you wish to appeal.  You need to be proactive here. 

born_again

itm2 said:

I've contacted Amex and asked them to process a chargeback. This does seem like the nuclear option but I don't seem to have any others remaining.
At least now I know that eBay and Paypal buyer protection don't offer any protection from non-delivery of purchased items.

Be prepared fr that to fail on the basis it was delivered. If they work in the same way as Visa on card regulations. It does not matter where it was delivered, just that they have proof of delivery.

In reality seller needs to take it up with the delivery co, as they had the contract with them to deliver to your address.

itm2

born_again said:

itm2 said:

I've contacted Amex and asked them to process a chargeback. This does seem like the nuclear option but I don't seem to have any others remaining.
At least now I know that eBay and Paypal buyer protection don't offer any protection from non-delivery of purchased items.

Be prepared fr that to fail on the basis it was delivered. If they work in the same way as Visa on card regulations. It does not matter where it was delivered, just that they have proof of delivery.

In reality seller needs to take it up with the delivery co, as they had the contract with them to deliver to your address.

The seller has long since stopped responding to me, and since eBay has closed my dispute in their favour I guess they have even less reason to now.
So basically if the delivery company screws up and delivers to the wrong address it seems it's the buyer who loses out. Doesn't sound much like "buyer protection" from either eBay or Paypal :0(

custardy

itm2 said:

born_again said:

itm2 said:

I've contacted Amex and asked them to process a chargeback. This does seem like the nuclear option but I don't seem to have any others remaining.
At least now I know that eBay and Paypal buyer protection don't offer any protection from non-delivery of purchased items.

Be prepared fr that to fail on the basis it was delivered. If they work in the same way as Visa on card regulations. It does not matter where it was delivered, just that they have proof of delivery.

In reality seller needs to take it up with the delivery co, as they had the contract with them to deliver to your address.

The seller has long since stopped responding to me, and since eBay has closed my dispute in their favour I guess they have even less reason to now.
So basically if the delivery company screws up and delivers to the wrong address it seems it's the buyer who loses out. Doesn't sound much like "buyer protection" from either eBay or Paypal :0(

Theres 2 sides. If they refunded when an item shows as delivered. Whats the basis if the seller disputes?
To be blunt. These are the risks with these cheaper carriers. Whilst the likes of RM can screw up just as much. You at least have some form of customer service/bricks & mortar presence to chase up.
As you (and I) have found out dealing with Yodel it leads to deaf ears