Ebay Buyer Make a Fault Claim

Traceip

I sold a brand new bath gift set on eBay on 14 Oct to buyer which have 0 feedback, the gift set only sold for £5 plus £4.95 postage charge, total it less than £10, but it not about the money it about the principal how this new buyer make a fault claim “Items Not Received” and eBay automatically gave buyer the refund when I have Proof of Postage and Proof of Delivery, how it fair, I am fed up about this because it’s not the first time happens to me

I sold the bath gift set on the 14 Oct 

I posted the item on the 16 Oct at 9:28am by 1st class signed for WD239334645GB

On 18 Oct Royal Mail tried 3 attempted to deliver to the buyer but no one at home 

On 26 Oct 8:15am buyer sent an email to me - “Hello I haven’t received my package yet is there a chance that you could send it again all the times that it got sent no one was at home I’m truly apologies for the inconvenience and have a good day”

On 26 Oct 11:01am I replied to buyer - I’ve contacted Royal Mail they now agreed to resend the parcel to you on the 28 Oct Thursday Would you please make sure someone at home to receive the parcel pls ?

On 26 Oct 13:02pm buyer replied - Thank you so much I will make sure someone is home 

On 28 Oct 12:32pm Royal Mail delivered the parcel and been signed for 

On 29 Oct Buyer “Open a Case” to claim she not received an item 

On 29 Oct Ebay refunded the money to the buyer and this is Ebay replied :

Here's the case outcome

eBay Customer Support has refunded the buyer.

We'll be issuing the buyer with a refund in this case. You don't need to do anything else. This case won't be included when we evaluate your seller performance. Note: It may take up to 24 hours for this information to be updated in your Seller Dashboard.

Case summary

Outcome : 

You weren't found at fault.

More details

For more information about this case, please refer to the email we sent you 

We've reviewed the case and have decided to issue the buyer a refund of £9.95 without any impact to you.

This case is now closed. You aren't required to reimburse the buyer or eBay and this case will not be counted in your seller performance evaluation.

Please please advise me how I stand, its not the first time happens to me, it not about the money it about the principle and how dishonest people in this world ! 

Coffeekup

I'm of no help to you, however I'm just gonna grumble about eBay so consider this a bump.

Around 15 years ago I sold something for £250, almost identical situation to yours, I ended up £250 + p&p (whatever that was(£20+)) worse off after eBay refunded the buyer, and the eBay buyer had my hi-fi system.
Nothing I could do, nothing I could say to eBay or parcel force (the courier), I was just swept to one side. Never used eBay again. I have piles of stuff I no longer use I'd like rid of too.
Good luck in getting some help.

BelMalinois

OP, I'm surprised eBay refunded as there was proof of delivery but they've refunded them out of their pocket which they sometimes do. You haven't lost anything and your account metrics have not been impacted. As long as you input a tracking number before delivery you're protected by delivery confirmation in these cases.

My most recent buyer who claimed non-delivery did not receive a refund from eBay and they closed the case in my favour so I've no idea why they refunded your buyer. I'd block the buyer to prevent them buying from you again.

soolin

As long as you uploaded tracking at point of despatch and it showed as delivered before case was closed you were covered, so something went wrong somewhere. Did you have proof of delivery before case closed, did you respond promptly to open case with your defence?

As above though ebay have not charged you for this so you are not out of pocket but it is frustrating , on the basis of the limited information available I suspect item was delivered after case was closed against you, so that’s why ebay paid it themselves.

You may also find that buyer was being difficult as you used a signed for service on a small cost item, and buyers can be funny when sellers seemingly ‘overcharge’. A £5 item is covered against loss of sent standard post, and you also get proof of delivery , so in this instance you gained nothing by using signed for and we’re in fact got over £1 less in your pocket that you would have got sending standard post. 

Traceip

Coffeekup said:

I'm of no help to you, however I'm just gonna grumble about eBay so consider this a bump.

Around 15 years ago I sold something for £250, almost identical situation to yours, I ended up £250 + p&p (whatever that was(£20+)) worse off after eBay refunded the buyer, and the eBay buyer had my hi-fi system.
Nothing I could do, nothing I could say to eBay or parcel force (the courier), I was just swept to one side. Never used eBay again. I have piles of stuff I no longer use I'd like rid of too.
Good luck in getting some help.

Thank you for your replied, it’s not about the money it’s the principle, no matters what happened eBay always on buyer side 

fenwick458

ring eBay and speak to someone. ask them how this has happened when the item has been delivered and you can prove it?

BelMalinois

eBay rarely side with the buyer when items show as delivered. The one positive thing with eBay is that if sellers follow the correct steps as outlined, they do not lose out if the tracking shows delivery.

Traceip

fenwick458 said:

ring eBay and speak to someone. ask them how this has happened when the item has been delivered and you can prove it?

I did reported this buyer, ebay reply: 
We'll review your report with any other information we have, including reports from other sellers. Your report is confidential and won't be shared with the buyer. However, keep in mind that we won't be able to tell you about any specific action we take.

Traceip

BelMalinois said:

eBay rarely side with the buyer when items show as delivered. The one positive thing with eBay is that if sellers follow the correct steps as outlined, they do not lose out if the tracking shows delivery.

Either the seller or eBay should gave buyer the refund which will encourage them to do it again and again …..

BelMalinois

I agree that that eBay should not have refunded and it's unusual for them to do so in these circumstances but at least you haven't lost out.

soolin

There was more to this than an INR gone wrong, I still suspect an issue with when item showed as delivered. Seller protection is clear, proof of delivery showing at point of despatch, and then added to the open case before escalation is enough for a seller to win a case. There is no grey area, no dispute, seller protection is absolutely clear on this. If seller has concerns that case doesn’t close when proof is uploaded then always phone ebay and remind them that proof has been uploaded.

I have never lost a dispute yet where I could show online proof of delivery before escalation, something here was missed.