Item Not Received - Courier Says Delivered

tightauldgit

So I sent an item out a couple of weeks ago and the buyer contacted me to say they hadn't received it. It was posted with Yodel via Parcel2Go (as that's the only drop off I have near me) and was insured for the value of the item (Approx £20).

Parcel2Go says the item was delivered on their tracking but I raised a claim for it and they've just come back and said that the claim is denied as the item was an electrical item which is not covered for damage - but I hadn't claimed for damage, I claimed for loss/non-delivery. There's no more information than that provided - no explanation, no signature, no proof of delivery, nothing. 

So now I'm completely none the wiser as what to do. I can't seem to find any contact details for Parcel2Go but have tried emailing complaints@parcel2go.com to see if that works. Can/Should I contact Yodel direct to find out what's happening? 

Given that it shows as delivered on their website what exactly is my obligation to my buyer? I have no idea if they haven't received it, lost it, changed their mind, trying a fast one. It doesn't seem fair for them to be out of pocket if they haven't got the item, but I don't think I should be out of pocket either. 

AFAIK they haven't raise a claim through Ebay, they've just messaged me to ask if I can look into it. 

After 6 or so months or relatively pain free Ebaying I'm getting more and more issues nowadays which is aggravating.

olgadapolga

tightauldgit said:

So I sent an item out a couple of weeks ago and the buyer contacted me to say they hadn't received it. It was posted with Yodel via Parcel2Go (as that's the only drop off I have near me) and was insured for the value of the item (Approx £20).

Parcel2Go says the item was delivered on their tracking but I raised a claim for it and they've just come back and said that the claim is denied as the item was an electrical item which is not covered for damage - but I hadn't claimed for damage, I claimed for loss/non-delivery. There's no more information than that provided - no explanation, no signature, no proof of delivery, nothing. 

So now I'm completely none the wiser as what to do. I can't seem to find any contact details for Parcel2Go but have tried emailing complaints@parcel2go.com to see if that works. Can/Should I contact Yodel direct to find out what's happening? 

Given that it shows as delivered on their website what exactly is my obligation to my buyer? I have no idea if they haven't received it, lost it, changed their mind, trying a fast one. It doesn't seem fair for them to be out of pocket if they haven't got the item, but I don't think I should be out of pocket either. 

AFAIK they haven't raise a claim through Ebay, they've just messaged me to ask if I can look into it. 

After 6 or so months or relatively pain free Ebaying I'm getting more and more issues nowadays which is aggravating.

I frequently find that if I give the delivery information to the buyer (is, tell them that the tracking shows it was delivered at xx time on xx date) then the missing item is quite often "found". 

tightauldgit

olgadapolga said:

tightauldgit said:

So I sent an item out a couple of weeks ago and the buyer contacted me to say they hadn't received it. It was posted with Yodel via Parcel2Go (as that's the only drop off I have near me) and was insured for the value of the item (Approx £20).

Parcel2Go says the item was delivered on their tracking but I raised a claim for it and they've just come back and said that the claim is denied as the item was an electrical item which is not covered for damage - but I hadn't claimed for damage, I claimed for loss/non-delivery. There's no more information than that provided - no explanation, no signature, no proof of delivery, nothing. 

So now I'm completely none the wiser as what to do. I can't seem to find any contact details for Parcel2Go but have tried emailing complaints@parcel2go.com to see if that works. Can/Should I contact Yodel direct to find out what's happening? 

Given that it shows as delivered on their website what exactly is my obligation to my buyer? I have no idea if they haven't received it, lost it, changed their mind, trying a fast one. It doesn't seem fair for them to be out of pocket if they haven't got the item, but I don't think I should be out of pocket either. 

AFAIK they haven't raise a claim through Ebay, they've just messaged me to ask if I can look into it. 

After 6 or so months or relatively pain free Ebaying I'm getting more and more issues nowadays which is aggravating.

I frequently find that if I give the delivery information to the buyer (is, tell them that the tracking shows it was delivered at xx time on xx date) then the missing item is quite often "found". 

Tried that but they say it's nowhere to be found. I think they live in a remote property so no neighbours either. 

tightauldgit

And.... mysteriously the item turned up at MY door the other day with no explanation offered from the courier. So now I guess I have to resend it at my expense to the buyer??

What exactly are the Ebay rules about that, item wasn't delivered but no idea why, courier tracking says 'delivered', my claim was rejected by the courier (for spurious reasons but I can't seem to actually contact them so I guess I just have to suck that up) - guess it's just one of those things and I eat the £6 to repost it? 

Of course posting it now is just going to be offering it up to the gods but I don't see that I have any other option or else I'll have to refund the whole sale.

soolin

tightauldgit said:

And.... mysteriously the item turned up at MY door the other day with no explanation offered from the courier. So now I guess I have to resend it at my expense to the buyer??

What exactly are the Ebay rules about that, item wasn't delivered but no idea why, courier tracking says 'delivered', my claim was rejected by the courier (for spurious reasons but I can't seem to actually contact them so I guess I just have to suck that up) - guess it's just one of those things and I eat the £6 to repost it? 

Of course posting it now is just going to be offering it up to the gods but I don't see that I have any other option or else I'll have to refund the whole sale.

Personally I would refund the buyer now , it saves issues with new tracking numbers and a potential ‘late’ strike if eBay pick up on the new tracking only just being sent.

then re list , that way you don’t have to pay another postage outwards for the same sale.