parcelforce lost / delay - Ebay buyer wants a refund

sidneyyoungblood

Advice needed on a stressful eBay sale

I sold an item on eBay about 10 days ago. I shipped it the same day by dropping it off at the Parcelforce depot, where it was scanned into their system. However, a week later the buyer contacted me saying it hadn’t been delivered, and the tracking still only shows the initial scan.

Since then, I’ve been back to the depot twice to ask for help. They told me they’ve done a search and the parcel isn’t there, and that I should call customer services—since only they can launch a wider search at the national hub.

It took me around 10 attempts over two days to actually get through, and after spending 3 hours on hold yesterday, I finally spoke to someone. I explained everything, but was told they can only request a search at the depot where it was last scanned. They said it couldn’t have left the depot without being scanned out. I explained I’d already been to the depot, but they insisted on logging another search request anyway.

The parcel (about 120cm x 50cm x 20cm) is now considered “lost in the system,” but Parcelforce say it should turn up. They also told me I can’t open a claim until two weeks have passed.

The problem is, the buyer opened a case with eBay on Thursday. He’s demanding a refund immediately and says he no longer wants the item. Parcelforce, however, have said that if the item is found, they will still attempt delivery—and it can only be returned if the buyer refuses it.

I’ve explained this to the buyer, but he’s unwilling to wait and is demanding a refund by tomorrow. I’m not sure what to do—if I refund him now and the parcel does get delivered, what happens if he ignores me and keeps both the item and the refund?. 

Momogeew

As a buyer here:  twice in 6 months i've experienced this, i always feel sorry for the seller who's left to unravel the mess and incur the loss.
Neither time the parcel appeared at my end, so if the seller didn't receive it back/find it ..... where do these parcels go ???

soolin

The open case for a refund will have an escalation date, keep an eye on that. If the case was opened Tuesday then that date must be imminent. Once that date is reached buyer can ask eBay to step in and refund them, with or without your permission, and eBay will charge you for that refund. You also get a seller strike . 

As this was a Parcelforce item was it a business sale where SD isn’t used or a private sale with custom postage due to the size? if it was a private sale then assuming it doesn’t turn up before the claim window opens you should be able to claim a refund if item was properly covered for the value, but as you say there is always the risk that item will turn up after the escalation date but before you can make a claim. This is one reason why I like the new SD system. 

If it does turn up after buyer has been refunded then unfortunately you are reliant on goodwill of buyer to return it, but at your cost of course. 

swingaloo

I have items which did not qualify for Simple Delivery and only show the initial scan. Yet I have feedback from buyers proving the item has been received. 
I agree with Soolin that Simple Delivery is a good thing in these cases.

sidneyyoungblood

Thanks for the comments.. I have until Tuesday to locate the parcel before ebay will close the case in the buyers favour  . The buyer  has already left negative feedback already even though I have been in contact with them every single day with updates ( it has been 11 days since posting ) is not threatening to report me to the fraud squad unless I refund him ..

 The worrying thing is the  tracking number still shows as being at Birmingham and as Swingaloo mentioned I have had parcels delivered with no update on the tracking apart from the initial scan  .. Sadly could not use simple delivery due to the size of the parcel and as I made a mistake on the delivery using the new interface and did not fully insure it ( normally they ask the value and again on the last page ) but the new system does not . 

Spoonie_Turtle

It probably won't say anything further but nothing to lose - it might be worth putting the tracking number into parcelsapp.com, just in case it does show any further information than Parcelforce themselves.

GadgetGuru

You can spend ages calling Royal Mail, and they offer no further advice then what you see on the tracking page!
In your case, as the buyer is being so pushy and aggressive, I would get the feeling that they've received it already and are eager to get a refund before the tracking system corrects itself and updates to show delivered!
Still leaves you stuck either way I'm afraid. 

sidneyyoungblood

GadgetGuru said:

You can spend ages calling Royal Mail, and they offer no further advice then what you see on the tracking page!
In your case, as the buyer is being so pushy and aggressive, I would get the feeling that they've received it already and are eager to get a refund before the tracking system corrects itself and updates to show delivered!
Still leaves you stuck either way I'm afraid. 

I have that feeling as well , he contacted me 3 days after it was posted saying that the tracking information had not moved  and a day or two later demanded a refund even though I contacted him everyday with what is going on  . Parcelforce has asked me to wait till tomorrow to contact them again for an update but I just cant see how a box 120cm x 50cm x20cm can go "missing " especially as I provided description of the box  / measurements / covered in fragile tape ... The original depot said the label must have falln off but customer help said it would be impossible for the parcel to leave the depot with being scanned out but from past experience I have had tracking "come alive " on the delivery scan . 

He is able to escalate today , so I will lose the item / £300 , strike against my account and received negative feedback ...  Gutted

MyRealNameToo

sidneyyoungblood said:

GadgetGuru said:

You can spend ages calling Royal Mail, and they offer no further advice then what you see on the tracking page!
In your case, as the buyer is being so pushy and aggressive, I would get the feeling that they've received it already and are eager to get a refund before the tracking system corrects itself and updates to show delivered!
Still leaves you stuck either way I'm afraid. 

I have that feeling as well , he contacted me 3 days after it was posted saying that the tracking information had not moved  and a day or two later demanded a refund even though I contacted him everyday with what is going on  . Parcelforce has asked me to wait till tomorrow to contact them again for an update but I just cant see how a box 120cm x 50cm x20cm can go "missing " especially as I provided description of the box  / measurements / covered in fragile tape ... The original depot said the label must have falln off but customer help said it would be impossible for the parcel to leave the depot with being scanned out but from past experience I have had tracking "come alive " on the delivery scan . 

He is able to escalate today , so I will lose the item / £300 , strike against my account and received negative feedback ...  Gutted

Welcome to the joys of being a seller. 

Surely you sent it insured so you won't lose the £300 which I guess is the value of the goods?

The reality is people make mistakes, last time I send something UPS the regular guy picked it up, scanned it and as he did my phone pinged to say the parcel had been delivered, he'd just used the wrong handset. He scanned it again with the other one and the tracking added that they now had the parcel. Thankfully it arrived safely the next day but did warn the buyer of the problem and to ignore the delivery message. 

Parcels can fall down the back of places, lose their labels, labels get damaged, parcels get stuck together, someone doesnt spot the scanner didnt scan the parcel etc. Then you have the more nefarious options like someone stole it or the damaged it and didnt want to admit it so hid it. 

Had brown trouser moment once before with a £4,000 parcel going from London to Wolverhampton, it tracked to getting to Birmingham no problems and then nothing for over a week. Buyer was being reasonable but I was getting worried and then all of a sudden it was scanned as delivered. Buyer messaged saying the box was a bit grubby but bashed up or anything and the contents was in perfect condition other than I'd not included the manual. 

soolin

sidneyyoungblood said:

GadgetGuru said:

You can spend ages calling Royal Mail, and they offer no further advice then what you see on the tracking page!
In your case, as the buyer is being so pushy and aggressive, I would get the feeling that they've received it already and are eager to get a refund before the tracking system corrects itself and updates to show delivered!
Still leaves you stuck either way I'm afraid. 

I have that feeling as well , he contacted me 3 days after it was posted saying that the tracking information had not moved  and a day or two later demanded a refund even though I contacted him everyday with what is going on  . Parcelforce has asked me to wait till tomorrow to contact them again for an update but I just cant see how a box 120cm x 50cm x20cm can go "missing " especially as I provided description of the box  / measurements / covered in fragile tape ... The original depot said the label must have falln off but customer help said it would be impossible for the parcel to leave the depot with being scanned out but from past experience I have had tracking "come alive " on the delivery scan . 

He is able to escalate today , so I will lose the item / £300 , strike against my account and received negative feedback ...  Gutted

If you refund before ebay does then you won't get a seller strike at least , there's very little other positive help I can give . It's a horrible situation and I would keep on at parcelforce just for your own peace of mind. 

sidneyyoungblood

MyRealNameToo said:

sidneyyoungblood said:

GadgetGuru said:

You can spend ages calling Royal Mail, and they offer no further advice then what you see on the tracking page!
In your case, as the buyer is being so pushy and aggressive, I would get the feeling that they've received it already and are eager to get a refund before the tracking system corrects itself and updates to show delivered!
Still leaves you stuck either way I'm afraid. 

I have that feeling as well , he contacted me 3 days after it was posted saying that the tracking information had not moved  and a day or two later demanded a refund even though I contacted him everyday with what is going on  . Parcelforce has asked me to wait till tomorrow to contact them again for an update but I just cant see how a box 120cm x 50cm x20cm can go "missing " especially as I provided description of the box  / measurements / covered in fragile tape ... The original depot said the label must have falln off but customer help said it would be impossible for the parcel to leave the depot with being scanned out but from past experience I have had tracking "come alive " on the delivery scan . 

He is able to escalate today , so I will lose the item / £300 , strike against my account and received negative feedback ...  Gutted

Welcome to the joys of being a seller. 

Surely you sent it insured so you won't lose the £300 which I guess is the value of the goods?

The reality is people make mistakes, last time I send something UPS the regular guy picked it up, scanned it and as he did my phone pinged to say the parcel had been delivered, he'd just used the wrong handset. He scanned it again with the other one and the tracking added that they now had the parcel. Thankfully it arrived safely the next day but did warn the buyer of the problem and to ignore the delivery message. 

Parcels can fall down the back of places, lose their labels, labels get damaged, parcels get stuck together, someone doesnt spot the scanner didnt scan the parcel etc. Then you have the more nefarious options like someone stole it or the damaged it and didnt want to admit it so hid it. 

Had brown trouser moment once before with a £4,000 parcel going from London to Wolverhampton, it tracked to getting to Birmingham no problems and then nothing for over a week. Buyer was being reasonable but I was getting worried and then all of a sudden it was scanned as delivered. Buyer messaged saying the box was a bit grubby but bashed up or anything and the contents was in perfect condition other than I'd not included the manual. 

sadly messed up the insurance option due to being use to the old parcelforce system where they gave you an option to add the value of the item and then confirm it on the payment page.. The royalmail system is different as my luck the only item sent / booked that day ( and the most expensive ) goes missing .