Ebay purchase/Royal Mail. 24 October 2021 at 1:09PM in Ebay, auctions, car boot sales, post & parcels 12 replies 402 views

alboy12

Can anyone offer any sound advice for my situation.

I purchased a used mobile phone from a seller on eBay for around £588, the seller has great feedback and communication was excellent.

They posted the phone and the tracking details say that its been delivered and signed for. The problem is its not been delivered to my me or my house nor has it been left in a hedge or with neighbours. Its missing.

I spoke with the bay seller and he has sent all of his proof of postage etc.

I gave it a few days and still nothing so I had to open dispute which was closed by eBay in the sellers favour because it is being shown as delivered and signed for. 

 I have spoken to eBay and in all fairness they have been very good and explained that I need to speak to Royal Mail. I have done this and after a week RM have confirmed it looks as though it has vanished or delivered to the wrong address or whatever and they have given me a reference number that the seller can use to make a claim.

Ebay said they will refund me if I have hard evidence from RM that the item is missing and they will not just accept the RM claim reference number tehyneed something it writing, an email etc which I am waiting for.

I have forward the ref number to the seller which he has confirmed and has started a claim but unwilling to issue a refund as eBay apparently has old him not to do.

How long do these mails take to come through from RM?

notbritishgas

Does it show as being delivered from your local Delivery Office?

alboy12

notbritishgas said:

Does it show as being delivered from your local Delivery Office?

The tracking shows it as being delivered and there is a signature on the RM website. 
God knows where it was delivered or left. 

KxMx

If you get the Royal Mail app and input the tracking, there may be a GPS location for the delivery. 

Archergirl

I would have thought it would be the seller that has to get a refund from RM, I have done this in the past when items I have sent were lost. Hope he got extra ins to cover the full cost of the item.

molerat

alboy12 said:

notbritishgas said:

Does it show as being delivered from your local Delivery Office?

The tracking shows it as being delivered and there is a signature on the RM website. 
God knows where it was delivered or left. 

The tracking should show which delivery office it was delivered from and further down the page a "map of delivery location" link.

alboy12

KxMx said:

If you get the Royal Mail app and input the tracking, there may be a GPS location for the delivery. 

Ive got the app and it just shows it as being delivered with a signature, not a name just three random letters. 

alboy12

Archergirl said:

I would have thought it would be the seller that has to get a refund from RM, I have done this in the past when items I have sent were lost. Hope he got extra ins to cover the full cost of the item.

RM have confirmed to me verbally that they have investigated and admit its missing but until I get what ebay are calling "hard evidence" an actual email from RM stating the fact that they can't refund me. The item is a part of the Guaranteed Refund program. 
The seller has also spoke to RM and confirmed to me via the eBay message system that is the case. But he's unwilling to refund until the"hard evidence " is in place. 

cx6

You have no contract with RM - it is the seller who must speak to them, get the email and then forward to you.

The seller should call RM Customer Services (central number) and tell them what has happened and ask them to investigate.

I would also point out that it is the seller's responsibility to get the item purchased to you, the purchaser. It's not their fault, of course, but that does not absolve them of this responsibility.

alboy12

cx6 said:

You have no contract with RM - it is the seller who must speak to them, get the email and then forward to you.

The seller should call RM Customer Services (central number) and tell them what has happened and ask them to investigate.

I would also point out that it is the seller's responsibility to get the item purchased to you, the purchaser. It's not their fault, of course, but that does not absolve them of this responsibility.

Thanks, I have just tracked some of my previous orders delivered by RM over the last month or so and they do have GPS co ordinates linked to those. This order doesn't.

steviebabes

I presume this was sent Special Delivery due to its value. If it was sent by any other service it would be under insured and I would suspect the seller is pulling a fast one. Have you checked all the tracking points? What weight was shown on the postage receipt?