refusing refund after item fails to arrive

Debbie9009

Hi OP,

Not sure if this will be of help, I had a similar problem at the beginning of the year, my parcel was left outside my door, and I didn’t get email notification until much later in the day, by which time it was gone.

I contacted the courier (I can’t remember which company it was) and surprisingly they sent me an email confirming it had been left outside my door.  I added this to the eBay case I had opened and then immediately rang eBay, and was lucky enough to get through to someone in Dublin,  I explained the issue and at first they refused the refund based on there being tracking and a photo, I was politely insistent that they look at the email from the courier and once they read that they agreed to refund me.

I think I was very lucky both with the courier email and in getting through to the right person at eBay, but as you have £100 at stake here it might be worth a try.

RhondaD

I had a parcel from China not arrive. It turned out Royal Mail delivered it to an address miles from me and took a photo of a random stranger's garden as proof of delivery. The seller offered me a third of what I paid him but would not refund the full amount so I contacted eBay as item not received. They said the seller was not able to provide valid proof of delivery and refunded me in full.

cymruchris

So you have a Hermes/Evri tracking number that shows as delivered - but not a photo of your front door?

If so - Hermes/Evri would have recorded the GPS of the point of delivery. 

That would be for the Chinese company to chase though - not you.

If it DOES show as delivered - and you haven't got it - then I'd be going back to ebay to say not received - and asking them to ask the Chinese company to provide the GPS co-ordinates of delivery, as the photo is not of your property. (Does the photo show your correct address clearly?)

Stuff from China in general can take an absolute age to arrive though - often the things I've ordered (when I was in no rush) arrived outside of the estimated times. So if you're just 'waiting' and there's no actual proof of delivery, you may find the Chinese company will be stalling you, as it could still turn up. 

madstar

Spoonie_Turtle said:

45 day period?

I am led to believe this is the window to resolve disputes with ebay

the_lunatic_is_in_my_head

madstar said:

Spoonie_Turtle said:

45 day period?

I am led to believe this is the window to resolve disputes with ebay

30 days from the last ETA, or actual delivery date if there is one from the seller's tracking, for cover moneyback guarantee with eBay   

madstar

Spoonie_Turtle said:

45 day period?

Is it 90 days to settle disputes?

Spoonie_Turtle

madstar said:

Spoonie_Turtle said:

45 day period?

Is it 90 days to settle disputes?

No, for eBay it's 30 days from the last delivery date.

madstar

Debbie9009 said:

Hi OP,

Not sure if this will be of help, I had a similar problem at the beginning of the year, my parcel was left outside my door, and I didn’t get email notification until much later in the day, by which time it was gone.

I contacted the courier (I can’t remember which company it was) and surprisingly they sent me an email confirming it had been left outside my door.  I added this to the eBay case I had opened and then immediately rang eBay, and was lucky enough to get through to someone in Dublin,  I explained the issue and at first they refused the refund based on there being tracking and a photo, I was politely insistent that they look at the email from the courier and once they read that they agreed to refund me.

I think I was very lucky both with the courier email and in getting through to the right person at eBay, but as you have £100 at stake here it might be worth a try.

Thanks, i am after trying to send hermes/evri an email, but there doesn't seem to be an email facility...instead they direct me to start a chat

Spoonie_Turtle said:

madstar said:

Spoonie_Turtle said:

45 day period?

Is it 90 days to settle disputes?

No, for eBay it's 30 days from the last delivery date.

good to know

thanks

cymruchris said:

So you have a Hermes/Evri tracking number that shows as delivered - but not a photo of your front door?

If so - Hermes/Evri would have recorded the GPS of the point of delivery. 

That would be for the Chinese company to chase though - not you.

If it DOES show as delivered - and you haven't got it - then I'd be going back to ebay to say not received - and asking them to ask the Chinese company to provide the GPS co-ordinates of delivery, as the photo is not of your property. (Does the photo show your correct address clearly?)

Stuff from China in general can take an absolute age to arrive though - often the things I've ordered (when I was in no rush) arrived outside of the estimated times. So if you're just 'waiting' and there's no actual proof of delivery, you may find the Chinese company will be stalling you, as it could still turn up. 

Reply from company below;

"Thank you for your patience. The carrier has replied to us and claimed that the parcel was delivered to the correct address. Regrettably, since the carrier claims that the package was properly delivered to your address, we are quite limited in how we can help at this point. If the package was stolen, we suggest you contact the local police for help. Again, we deeply apologize for the inconvenience this must have caused. Thank you for your understanding, and we look forward to serving you better in the future."

p00hsticks

madstar said:

Reply from company below;

"Thank you for your patience. The carrier has replied to us and claimed that the parcel was delivered to the correct address. Regrettably, since the carrier claims that the package was properly delivered to your address, we are quite limited in how we can help at this point. If the package was stolen, we suggest you contact the local police for help. Again, we deeply apologize for the inconvenience this must have caused. Thank you for your understanding, and we look forward to serving you better in the future."

Is that from you contacting the company directly or have you reported the item as not being received via eBay as others have suggested you do ?

Brywalker

Have you or have you not opened an official ebay Item Not Received request?