Ebay Seller says item delivered and it hasn't.

tomthered

Wonder if anyone can give me advice?

I recently bought a Samsung Charging plug off Ebay. The seller sent a notification that Evri had delivered it on the 18 July: I only discovered this message the next day, so I immediately checked my bins but nothings been received.

I followed the tracking link but no picture was included, which is what our local Evri courier always does. 

I've Contacted the seller but they said contact Evri, but I can't, as only the seller can contact them to invoke Insurance for a missing item, and the seller refuses to do it.

I've contacted Ebay and they say their happy with the sellers claim. that it's been delivered, even though there were no pictures of delivery.

I'm now stuck, as I'm £8 down with the giant Ebay crapping on me from a big height. I also thought that I'd be covered by PayPal, but they seem to be in cahoots together as they refer you back to Ebay.

Can anyone advise what to do now, apart from posting it all over Facebook and twitter?

The worst thing is I never checked this person's feedback, as the previous month was covered with negative feedback, about the seller doing the same, and claiming item delivery but not delivering anything!!

I've put the appropriate negative feedback on, so hopefully this will stop others buying from them. 

fuzzything

If I were you I’d set out everything that’s occurred to Evri by email EvriSupport@evri.com as it is their error they have marked it delivered when it wasn’t.

There may be little the seller can do going by this thread
https://community.ebay.co.uk/t5/Seller-Central/Item-Not-Received-but-tracking-shows-Delivered/td-p/7309790

the_lunatic_is_in_my_head

Open an INR request, it’ll be closed in the sellers favour, you then have 30 days to appeal, assuming your account is in good standing for the sale of £8 the hopeful result is that eBay would just refund. 

tomthered

@fuzzything I have now managed to contact PayPal, so Ebay havel closed it anyway. It is disgraceful by Ebay, though, they should be named and shamed, they offer Buyer Protection, it should be renamed Seller Protection!!! Shame I can't name the seller on here, the feedback is atrocious for the last 19 sales, quite a few non deliveries!!!!! 

tightauldgit

For Ebay to have closed the claim in the seller's favour they must have been shown a proof of delivery by the courier and that's really all Ebay can go on. 

You would still have your own consumer rights over and above Ebay's protection (which at the end of the day is all you would have anyway if you had purchased direct) so you can certainly pursue it further with the seller - it's their responsibility to get the parcel into your possession. But given that you aren't going to go to court for £8 it's probably a write-off. 

soolin

the_lunatic_is_in_my_head said:

Open an INR request, it’ll be closed in the sellers favour, you then have 30 days to appeal, assuming your account is in good standing for the sale of £8 the hopeful result is that eBay would just refund. 

I’m not sure what this achieves, except of course it means seller has no incentive to help further and buyer can no longer leave feedback. 

If you recall my thread about my missing parcel from Royal Mail , I did get a goodwill payment from eBay, but it took hours and hours of work on my behalf, and timing was critical. I had to wait on an official letter from RM to state they had not delivered item to me , and the only reason I got my goodwill payment was because the original CS rep had promised me a refund after getting official notification from RM but forgot to say it had to state my address. Goodness knows why as the letter clearly stated it was NOT delivered to me.and They were aware where it did go but could not retrieve it. 

The refund happened as I only had 5 working days to appeal and RM stated it took 10 working days to send official replies and the appeal window would therefore have closed and eBay said it was partly an error on their behalf that they had not stated clearly that the letter must have my full address on it. The account I bought on is over 15 years old with 100% feedback both as a buyer and seller. 

If OP opens and loses an INR I can’t see Evri meeting the time frame to win an appeal. 

EDIT , it appears that OP did follow the advice to open an INR which has now been closed so it’s down to an appeal now if anyone can find links on eBay which explains the process.

tomthered

I took the @fuzzything advice and read the Ebay link about what sellers can do over non delivery. That seems to indicate that if a seller can show proof of delivery, in this case they have it from Evri, then Ebay will rule in their favour, regardless of what the customer claims!!

Anyway, I contacted Paypal and started a claim with them. As a result, Ebay closed my appeal. I thought that was the end of it, but this morning 27 July, I've received an email from a senior consultant at Customer Service, apologising for their colleagues 'miscommunication' and outcome (their words not mine)  and stating that I should have waited until the Ebay appeal process had completed.

Allegedly they have sent their colleague on a training course to learn from this 'miscommunication' and assured me they do believe it wasn't delivered and would have pursued it further but can't now, as because this was now closed, and as I had gone to my payment provider, PayPal don't allow Ebay to continue if PayPal was involved.

They said they did believe me and that it hadn't been delivered, but felt that PayPal would rule in my favour! I'm just incensed at the sellers attitude, as I wouldn't normally pursue a complaint over £8.79, but felt aggrieved at their less than helpful suggestion to contact Evri. 

In addition, I have contacted Evri Customer support and upon reading their tracking message, it doesn't say it was delivered on the 18 July. It actually says "delivering on 18 July" which is quite strange, as normally it says "delivered"!  I have advised Evri of this and will keep you advised of what transpires.