eBay buyer claims did not receive tracked item?

I sent an item with Royalmail tracked 48 and the buyer claims did not receive despite it being delivered.

I first thought the buyer was trying it on but the photo provided by the courier shows the top of a brown box saying Amazon Prime which is completely different to the White jiffy bag I sent my item in.

I don't know what to do, am I out of pocket or can I claim compensation for photo of incorrect item!
The photo fails to show any background of the floor just cardboard.
Time Is The Enemy!

Comments

  • soolin
    soolin Posts: 71,852
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    I sent an item with Royalmail tracked 48 and the buyer claims did not receive despite it being delivered.

    I first thought the buyer was trying it on but the photo provided by the courier shows the top of a brown box saying Amazon Prime which is completely different to the White jiffy bag I sent my item in.

    I don't know what to do, am I out of pocket or can I claim compensation for photo of incorrect item!
    The photo fails to show any background of the floor just cardboard.
    You are going to have a fight on your hands - so be prepared.

    I had an issue with a RM item this summer, unfortunately I can't find the thread, but in that instance I was the buyer. RM actually acknowledged, in writing that the item was delivered to the wrong address but refused to compensate me and said the seller had to do it. I spoke to the seller and they spoke to their account manager who said they were not eligible for compensation as they had sent it through their business RM account - so even though it was lost RM weren't interested. Seller was apologetic but was not going to refund.

    I spoke to ebay, they confirmed what I thought, that if I opened an INR claim it would be closed in the sellers favour as they had online tracking showing delivery - even though RM confirmed it was not my address.

    In the end after a lot of hassle ebay gave me a goodwill refund - but if left me with issues around trusting RM 

    In your case as the situation is different I would firstly ensure you have screen shots of all relevant online tracking and photo evidence. In the unlikely event you have a photo of your outward parcel I would keep that as well and start a claim, but be prepared to have to fight RM for compensation. 
    I’m a Forum Ambassador and I support the Forum Team on the eBay, Auctions, Car Boot & Jumble Sales, Boost Your Income, Praise, Vents & Warnings, Overseas Holidays & Travel Planning , UK Holidays, Days Out & Entertainments boards. If you need any help on these boards, do let me know.. Please note that Ambassadors are not moderators. Any posts you spot in breach of the Forum Rules should be reported via the report button, or by emailing [email protected] views are my own and not the official line of MoneySavingExpert.
  • Thanks for Info, it is enough to put me off selling anything online.
    I can't prove it but I know a lot of courier theft is happening at the moment that would be my guess based on the photo.
    Time Is The Enemy!
  • soolin
    soolin Posts: 71,852
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    edited 25 October 2023 at 9:32AM
    Whilst I don't wish to throw accusations around I believe mine to have a measure of dishonesty about it, and RM in one of their responses did make a comment about 'employee  re training and reminding of policy re deliveries' .

    My ebay lost parcel was the third of three and all were in a specialist shaped box , 2 of which had branding on it. The first was a £200 item, fully tracked to my address with no photo available, apparently that was delivered to the wrong address- it didn't arrive and shop refunded us. The 2nd was also from a shop - RM suggested it had been misdelivered and that shop confirmed they had been refunded- and sent us out a replacement. This third one (the ebay one) was also misdelivered , RM confirmed it, they knew the address (and I suspect they knew the address of the other 2), and it seems odd that 3 high end items all showed as delivered via full tracking , but all photos were unavailable and all were misdelivered.

    The third one, the one I had to fight for a refund on was the strangest. RM even said they sent the Postie back to the wrong address to recover it, but they were unable to retrieve it. 
    I’m a Forum Ambassador and I support the Forum Team on the eBay, Auctions, Car Boot & Jumble Sales, Boost Your Income, Praise, Vents & Warnings, Overseas Holidays & Travel Planning , UK Holidays, Days Out & Entertainments boards. If you need any help on these boards, do let me know.. Please note that Ambassadors are not moderators. Any posts you spot in breach of the Forum Rules should be reported via the report button, or by emailing [email protected] views are my own and not the official line of MoneySavingExpert.
  • the_lunatic_is_in_my_head
    the_lunatic_is_in_my_head Posts: 7,285
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    edited 25 October 2023 at 11:14AM
    I'm not sure if the PDA requires a photo for each scan or just one at the end of all the delivery scans.

    Possible the buyer had more than one Tracked parcel and the photo is just of the last parcel they scanned rather than taking the trouble to photo each one. 

    What's the buyer's feedback left for others like? 
  • I'm not sure if the PDA requires a photo for each scan or just one at the end of all the delivery scans.

    Possible the buyer had more than one Tracked parcel and the photo is just of the last parcel they scanned rather than taking the trouble to photo each one. 

    What's the buyer's feedback left for others like? 
    The feedback for others buyers is all positive with 756 stars and no negative on their account.
    I feel for the buyer if the courier took it and I always worry about reprisals to my home address if they don't get their money back but if this happened all the time it would be pointless sending anything.
    Time Is The Enemy!
  • I'm not sure if the PDA requires a photo for each scan or just one at the end of all the delivery scans.

    Possible the buyer had more than one Tracked parcel and the photo is just of the last parcel they scanned rather than taking the trouble to photo each one. 

    What's the buyer's feedback left for others like? 
    The feedback for others buyers is all positive with 756 stars and no negative on their account.
    I feel for the buyer if the courier took it and I always worry about reprisals to my home address if they don't get their money back but if this happened all the time it would be pointless sending anything.
    How would they know your address?  They didn't get the parcel with your return address on the label.
  • I had the same problem but with Amazon. The buyer said item was not received item tracked 48. But RM didn't provide picture or GPS. Buyer won the case A-Z. Tried to claim with RM but refused as they told was delivered...
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