Ebay withholding future payments

hubb

I'm fuming with Ebay as they continually make the selling process more frustrating for us. I sent an item last week, paid Royal mail online, printed the label and dropped off at the post office with a receipt as proof. Buyer filed a request for a refund as it hasn't turned up in the time allotted. I have taken a scan of the reciept as proof and sent to the buyer asking to give it a little longer but Ebay have frozen future payments until it is resolved. Ebay is bad enough as it hardly sells for me anymore (despite 100% feedback) and now this frustrating issue comes up and it just makes me want to give up. How do I know the buyer hasn't received it and is telling fibs to get it free ?

soolin

hubb said:

I'm fuming with Ebay as they continually make the selling process more frustrating for us. I sent an item last week, paid Royal mail online, printed the label and dropped off at the post office with a receipt as proof. Buyer filed a request for a refund as it hasn't turned up in the time allotted. I have taken a scan of the reciept as proof and sent to the buyer asking to give it a little longer but Ebay have frozen future payments until it is resolved. Ebay is bad enough as it hardly sells for me anymore (despite 100% feedback) and now this frustrating issue comes up and it just makes me want to give up. How do I know the buyer hasn't received it and is telling fibs to get it free ?

Hubb you are an experienced seller and you know how this works. If the item was a large letter then you have no delivery confirmation and will need to refund before the case can be escalated (the date will be shown on the open case). You can then later reclaim your loss from Royal Mail. If it was a parcel then you will have delivery confirmation, so check that but once again if it doesn’t show as delivered you will need to refund.

Despite rumours to the contrary there aren’t that many scammers around and items are actually getting lost or heavily delayed. I had to refund someone last week, my first for months and even now 2 weeks after postage it still doesn’t show as delivered . 

When an INR case is opened funds are held ready to refund the buyer if the case is won, that has always been the case. 

hubb

soolin said:

hubb said:

I'm fuming with Ebay as they continually make the selling process more frustrating for us. I sent an item last week, paid Royal mail online, printed the label and dropped off at the post office with a receipt as proof. Buyer filed a request for a refund as it hasn't turned up in the time allotted. I have taken a scan of the reciept as proof and sent to the buyer asking to give it a little longer but Ebay have frozen future payments until it is resolved. Ebay is bad enough as it hardly sells for me anymore (despite 100% feedback) and now this frustrating issue comes up and it just makes me want to give up. How do I know the buyer hasn't received it and is telling fibs to get it free ?

Hubb you are an experienced seller and you know how this works. If the item was a large letter then you have no delivery confirmation and will need to refund before the case can be escalated (the date will be shown on the open case). You can then later reclaim your loss from Royal Mail. If it was a parcel then you will have delivery confirmation, so check that but once again if it doesn’t show as delivered you will need to refund.

Despite rumours to the contrary there aren’t that many scammers around and items are actually getting lost or heavily delayed. I had to refund someone last week, my first for months and even now 2 weeks after postage it still doesn’t show as delivered . 

When an INR case is opened funds are held ready to refund the buyer if the case is won, that has always been the case. 

Well it stinks. The parcel was a small package at 2KG. I have a certificate of posting but obviously not proof enough to get a refund. I shall def not be refunding until Monday as I feel it could turn up then. And here was I thinking the Royal mail might be a safer bet than Hermes. Obviously not. The RM  must be desperate for customers as they even pickup parcels from your door for the lowest postage price

KxMx

A small parcel will have an 11 digit code which you can use on the normal track/trace site to see if it has been delivered or not.
As you paid online the code will be on your Royal Mail history. 

soolin

As KxMx says your parcel will have delivery confirmation as standard so check that. If it shows as delivered then add the tracking to the case and ask that it be closed in your favour , if it doesn’t show as delivered then wait as long as you can before case escalates and refund. If you bought the label via eBay then the delivery number will have been automatically added anyway, but I always check on the RM site as on some rare occasions it shows as delivered on track and trace but there is a delay showing as delivered on eBay. 

If the case has only just been opened then you can probably afford to wait until Tuesday before you refund, BUT a check the date and deal with it before that escalation date. 

hubb

It doesn't have a tracking number,  just a code that doesn't work when entered on the RM site.  I have a account with RM but it doesn't show up in history strangely.  All I have on ref to it is a RM email receipt.  

Spoonie_Turtle

What exactly does it say when you put the code into Track and Trace?

Buster_Danog

I think the codes on parcels only give a message when the item is delivered. So the tracking may "work" when it is delivered.

I can't understand taking the risk with non-tracked postage when there are so many options with recorded, Tracked 48 if purchased online, special delivery for more expensive items etc.

soolin

Buster_Danog said:

I think the codes on parcels only give a message when the item is delivered. So the tracking may "work" when it is delivered.

I can't understand taking the risk with non-tracked postage when there are so many options with recorded, Tracked 48 if purchased online, special delivery for more expensive items etc.

I don’t bother with paying extra for tracking unless something is over my item cost and I need additional insurance. 

hubb

soolin said:

Buster_Danog said:

I think the codes on parcels only give a message when the item is delivered. So the tracking may "work" when it is delivered.

I can't understand taking the risk with non-tracked postage when there are so many options with recorded, Tracked 48 if purchased online, special delivery for more expensive items etc.

I don’t bother with paying extra for tracking unless something is over my item cost and I need additional insurance. 

Exactly. The book was only a tenner. 

hubb

Spoonie_Turtle said:

What exactly does it say when you put the code into Track and Trace?

Sorry - we don't recognise that number. Please check the information to make sure your tracking code is correct.

I also entered the ref number from the proof of postage at the PO and it is not recognised so there is def no way of getting confirmation of delivery. All I have as proof is the RM email receipt and the PO receipt of proof.