Item not received - how does a claim work?

GrubbyGirl_2

I posted an ebay item via Yodel purchased through packlink.  Buyer has just put in an item not received claim saying that they have contacted Yodel and item was sent to wrong delivery office and has now been lost.  I will contact Yodel in the morning and see what's happened and if lost I'm wondering how a claim is paid when you buy through packlink - how do you get the money back? 

I've sold quite a few things on eBay and this is the first item not received

MalMonroe

Hi, you should - and so should the buyer - carry out all communications via the eBay system and not direct.

That way, if anything goes wrong then eBay guarantees you 100% money back.

The buyer should have contacted you via eBay and not Yodel. This is what they should have done -

"click Report delivery issue on the order details page. Find your item in My eBay under Purchase History and select Report late delivery from the More actions drop-down menu."

If it were me, I'd contact eBay to report that the parcel you sent using packlink via their system has been reported lost by the buyer.

Also contact packlink (rather than Yahoo) - 

https://support-ebay.packlink.com/hc/en-gb/articles/208357929-What-do-I-do-if-the-recipient-hasn-t-received-my-package-

and you can report the loss and claim compensation if necessary.

Spoonie_Turtle

First thing to do is check the tracking accords with what the buyer says.

If it does, you need to refund them via the case.  Then you need to make a compensation claim via Packlink - that could be the tricky bit and hopefully others will be able to advise how to go about it.

[If the tracking says it was delivered - or possibly even delivery attempted? not too sure on that - you need to make sure the tracking number is added in eBay, then you can phone them to get the case closed in your favour.  After that you can try to help the buyer to track the item down somehow.]

GrubbyGirl_2

Spoonie_Turtle said:

First thing to do is check the tracking accords with what the buyer says.

If it does, you need to refund them via the case.  Then you need to make a compensation claim via Packlink - that could be the tricky bit and hopefully others will be able to advise how to go about it.

[If the tracking says it was delivered - or possibly even delivery attempted? not too sure on that - you need to make sure the tracking number is added in eBay, then you can phone them to get the case closed in your favour.  After that you can try to help the buyer to track the item down somehow.]

The tracking says it's been at the same delivery centre for the last 9 days so it does look like she is right

GrubbyGirl_2

Yodel have conformed they can't find the parcel.  I have refunded the buyer and I've contacted Packlink.  Now will wait to see how long it takes them.  I presume I will get back what I refunded plus the amount I paid for postage?  

soolin

GrubbyGirl_2 said:

Yodel have conformed they can't find the parcel.  I have refunded the buyer and I've contacted Packlink.  Now will wait to see how long it takes them.  I presume I will get back what I refunded plus the amount I paid for postage?  

You should get back the full amount you refunded, the postage will have been included in that so it isn't paid as a separate amount.

IE item cost £15 postage £4 you refund £19 and get £19 back .

That does of course assume you sent an allowable item insured for the correct amount. 

soolin

I've never claimed from Packlink so don't know if there is a direct claim form in the ebay sold page somewhere or if you have to go through somehting like this
Loss claim – Packlink Help Center

GrubbyGirl_2

soolin said:

GrubbyGirl_2 said:

Yodel have conformed they can't find the parcel.  I have refunded the buyer and I've contacted Packlink.  Now will wait to see how long it takes them.  I presume I will get back what I refunded plus the amount I paid for postage?  

You should get back the full amount you refunded, the postage will have been included in that so it isn't paid as a separate amount.

IE item cost £15 postage £4 you refund £19 and get £19 back .

That does of course assume you sent an allowable item insured for the correct amount. 

So I'm out the cost of postage?  I've refunded the full amount including postage, but I have had to pay for the postage.  That doesn't seem fair!

elsien

MalMonroe said:

Hi, you should - and so should the buyer - carry out all communications via the eBay system and not direct.

That way, if anything goes wrong then eBay guarantees you 100% money back.

The buyer should have contacted you via eBay and not Yodel. This is what they should have done -

"click Report delivery issue on the order details page. Find your item in My eBay under Purchase History and select Report late delivery from the More actions drop-down menu."

If it were me, I'd contact eBay to report that the parcel you sent using packlink via their system has been reported lost by the buyer.

Also contact packlink (rather than Yahoo) - 

https://support-ebay.packlink.com/hc/en-gb/articles/208357929-What-do-I-do-if-the-recipient-hasn-t-received-my-package-

and you can report the loss and claim compensation if necessary.

Does that not depend on the individual circumstances? 

tightauldgit

GrubbyGirl_2 said:

soolin said:

GrubbyGirl_2 said:

Yodel have conformed they can't find the parcel.  I have refunded the buyer and I've contacted Packlink.  Now will wait to see how long it takes them.  I presume I will get back what I refunded plus the amount I paid for postage?  

You should get back the full amount you refunded, the postage will have been included in that so it isn't paid as a separate amount.

IE item cost £15 postage £4 you refund £19 and get £19 back .

That does of course assume you sent an allowable item insured for the correct amount. 

So I'm out the cost of postage?  I've refunded the full amount including postage, but I have had to pay for the postage.  That doesn't seem fair!

No, you will get the cost of postage back too.

soolin

GrubbyGirl_2 said:

soolin said:

GrubbyGirl_2 said:

Yodel have conformed they can't find the parcel.  I have refunded the buyer and I've contacted Packlink.  Now will wait to see how long it takes them.  I presume I will get back what I refunded plus the amount I paid for postage?  

You should get back the full amount you refunded, the postage will have been included in that so it isn't paid as a separate amount.

IE item cost £15 postage £4 you refund £19 and get £19 back .

That does of course assume you sent an allowable item insured for the correct amount. 

So I'm out the cost of postage?  I've refunded the full amount including postage, but I have had to pay for the postage.  That doesn't seem fair!

No, as you get back what you received, see my example. 

Buyer pays £19 made up of £15 for the item and £4 for postage.You get £15 for the item and use the £4 for postage . You refund £19 and get back £19.

You are therefore in exactly the same position as before and have lost nothing.