eBay parcel missing

esj13

I sold an item on Ebay this week and I received a message from a buyer yesterday afternoon to say that the parcel that was delivered that day has gone missing, and they cannot find it.

The buyer first messaged me about the item prior to to the sale, to say they had a bad experience with another seller sending them a fake item. After providing them with evidence that I don't sell fakes, they made a lowball offer. I ignored it, and they sent a begging message, I responded with a counter offer of the lowest I would consider, and they accepted it.

The tracking info from RM shows it was delivered, has GPS coordinates and a photo of the parcel outside the front door of the buyer.

I told the buyer all of this and advised them to speak to the neighbours.

Buyer says neighbours are not answering, and is asking me what to do?

I told them to keep trying the neighbours and report the parcel as stolen to the police. Not that that will do much as the police are unlikely to do anything.

I felt bad, but there is also nothing I could have done to prevent this from happening.

The buyer has now opened an INR case on Ebay and I am asked to respond by 18th December. What can I do? I don't feel I should have to refund them and lose money because of this.

The delivery photo from RM shows the package on the door mat with the door closed.

There is also a pair of shoes on the mat, which to me says the person was likely home and they left their shoes there. It is a flat in a building.

The shipping method was also chosen by the buyer, which also offers compensation for lost/damaged items, but the amount is £95 short of the order value. I had no control over this. I also worry that RM won't pay out as they say the item was delivered.

The more I think about this, the more suspicious I become and I feel they are trying to pull a fast one on me and I am going to suffer because of it.

What can I do?

Aylesbury_Duck

Provide all the evidence you have to Ebay and let them deal with it.

swingaloo

You have proof of delivery so you should be ok. However you should make sure that you have enough cover insurance wise when you send something. Its for your benefit not the buyers. You should not offer postage which does not provide enough cover if the item does go missing as it is you that will lose out.

soolin

I’ve moved this to the eBay board for more responses. 

One question, this sounds like something parcel sized, assuming you are a private seller was it custom postage or simple delivery? 

esj13

soolin said:

I’ve moved this to the eBay board for more responses. 

One question, this sounds like something parcel sized, assuming you are a private seller was it custom postage or simple delivery? 

I was under the impression it was Simple Delivery, but I cannot find any reference to Simple Delivery on Ebay for this item.
I was under the impression that SD is now the only option for most items, but I checked my other listings and one of them says the item is not eligible for SD, but when I click the link for more information, I can't find an answer as to why.
I went to this item and clicked resist to check if it was listed as SD by default, and it is also saying it's not eligible for it, but I don't know why.
And yes it is a small parcel, of more than £20 value, so I don't know why.

savergrant

esj13 said:

soolin said:

I’ve moved this to the eBay board for more responses. 

One question, this sounds like something parcel sized, assuming you are a private seller was it custom postage or simple delivery? 

I was under the impression it was Simple Delivery, but I cannot find any reference to Simple Delivery on Ebay for this item.
I was under the impression that SD is now the only option for most items, but I checked my other listings and one of them says the item is not eligible for SD, but when I click the link for more information, I can't find an answer as to why.
I went to this item and clicked resist to check if it was listed as SD by default, and it is also saying it's not eligible for it, but I don't know why.
And yes it is a small parcel, of more than £20 value, so I don't know why.

Did ebay provide the label or did you purchase it yourself?
If it was simple delivery ebay should tell you 'your buyer has reached out....since it was simple delivery we...'
What size was the item and when did you list it?

esj13

savergrant said:

esj13 said:

soolin said:

I’ve moved this to the eBay board for more responses. 

One question, this sounds like something parcel sized, assuming you are a private seller was it custom postage or simple delivery? 

I was under the impression it was Simple Delivery, but I cannot find any reference to Simple Delivery on Ebay for this item.
I was under the impression that SD is now the only option for most items, but I checked my other listings and one of them says the item is not eligible for SD, but when I click the link for more information, I can't find an answer as to why.
I went to this item and clicked resist to check if it was listed as SD by default, and it is also saying it's not eligible for it, but I don't know why.
And yes it is a small parcel, of more than £20 value, so I don't know why.

Did ebay provide the label or did you purchase it yourself?
If it was simple delivery ebay should tell you 'your buyer has reached out....since it was simple delivery we...'
What size was the item and when did you list it?

It's an ebay provided label. I've since found out it's not SD as it's a fragrance, which is apparently not eligible for SD, but the postage was paid for buy the buyer and as part of the dispatch, the label wa sprinted from Ebay, and the tracking information automatically added to the listing. 
It was listed last Sunday, purchased on the 11th.

soolin

esj13 said:

savergrant said:

esj13 said:

soolin said:

I’ve moved this to the eBay board for more responses. 

One question, this sounds like something parcel sized, assuming you are a private seller was it custom postage or simple delivery? 

I was under the impression it was Simple Delivery, but I cannot find any reference to Simple Delivery on Ebay for this item.
I was under the impression that SD is now the only option for most items, but I checked my other listings and one of them says the item is not eligible for SD, but when I click the link for more information, I can't find an answer as to why.
I went to this item and clicked resist to check if it was listed as SD by default, and it is also saying it's not eligible for it, but I don't know why.
And yes it is a small parcel, of more than £20 value, so I don't know why.

Did ebay provide the label or did you purchase it yourself?
If it was simple delivery ebay should tell you 'your buyer has reached out....since it was simple delivery we...'
What size was the item and when did you list it?

It's an ebay provided label. I've since found out it's not SD as it's a fragrance, which is apparently not eligible for SD, but the postage was paid for buy the buyer and as part of the dispatch, the label wa sprinted from Ebay, and the tracking information automatically added to the listing. 
It was listed last Sunday, purchased on the 11th.

simple delivery is a difficult thing to explain, but did you get an automatic label sent by eBay , or did you have to choose the service, weight and price for the item yourself? 

Alternatively go to your sold page click on view order and that should tell you. An item I sent Friday simple delivery shows 

Get your prepaid label – no printer required

Print the label or take the QR code to a drop-off location. Your package will be tracked and fully protected in case of loss or damage in transit.

Learn more


if however this was a custom postage item then re add your tracking number to the dispute and state item shows as delivered using a label bought from eBay . You as the seller should be automatically covered, and buyer might be eligible for a refund as well under buyer protection. 

esj13

soolin said:

esj13 said:

savergrant said:

esj13 said:

soolin said:

I’ve moved this to the eBay board for more responses. 

One question, this sounds like something parcel sized, assuming you are a private seller was it custom postage or simple delivery? 

I was under the impression it was Simple Delivery, but I cannot find any reference to Simple Delivery on Ebay for this item.
I was under the impression that SD is now the only option for most items, but I checked my other listings and one of them says the item is not eligible for SD, but when I click the link for more information, I can't find an answer as to why.
I went to this item and clicked resist to check if it was listed as SD by default, and it is also saying it's not eligible for it, but I don't know why.
And yes it is a small parcel, of more than £20 value, so I don't know why.

Did ebay provide the label or did you purchase it yourself?
If it was simple delivery ebay should tell you 'your buyer has reached out....since it was simple delivery we...'
What size was the item and when did you list it?

It's an ebay provided label. I've since found out it's not SD as it's a fragrance, which is apparently not eligible for SD, but the postage was paid for buy the buyer and as part of the dispatch, the label wa sprinted from Ebay, and the tracking information automatically added to the listing. 
It was listed last Sunday, purchased on the 11th.

simple delivery is a difficult thing to explain, but did you get an automatic label sent by eBay , or did you have to choose the service, weight and price for the item yourself? 

Alternatively go to your sold page click on view order and that should tell you. An item I sent Friday simple delivery shows 

Get your prepaid label – no printer required

Print the label or take the QR code to a drop-off location. Your package will be tracked and fully protected in case of loss or damage in transit.

Learn more


if however this was a custom postage item then re add your tracking number to the dispute and state item shows as delivered using a label bought from eBay . You as the seller should be automatically covered, and buyer might be eligible for a refund as well under buyer protection. 

It was a prepaid label from Ebay. I got a QR code that I could take to the post office, but I have a label printer at home that I use to print the label and attach the package. The tracking information was automatically applied to the listing, and the listing's status automatically updates as the delivery process progressed. I did not have to input any information after the listing went live, it was all processed by Ebay, I just followed the instructions. I didn't;t have to enter package dimensions or weight, or upload tracking info, it was all already there.

soolin

esj13 said:

soolin said:

esj13 said:

savergrant said:

esj13 said:

soolin said:

I’ve moved this to the eBay board for more responses. 

One question, this sounds like something parcel sized, assuming you are a private seller was it custom postage or simple delivery? 

I was under the impression it was Simple Delivery, but I cannot find any reference to Simple Delivery on Ebay for this item.
I was under the impression that SD is now the only option for most items, but I checked my other listings and one of them says the item is not eligible for SD, but when I click the link for more information, I can't find an answer as to why.
I went to this item and clicked resist to check if it was listed as SD by default, and it is also saying it's not eligible for it, but I don't know why.
And yes it is a small parcel, of more than £20 value, so I don't know why.

Did ebay provide the label or did you purchase it yourself?
If it was simple delivery ebay should tell you 'your buyer has reached out....since it was simple delivery we...'
What size was the item and when did you list it?

It's an ebay provided label. I've since found out it's not SD as it's a fragrance, which is apparently not eligible for SD, but the postage was paid for buy the buyer and as part of the dispatch, the label wa sprinted from Ebay, and the tracking information automatically added to the listing. 
It was listed last Sunday, purchased on the 11th.

simple delivery is a difficult thing to explain, but did you get an automatic label sent by eBay , or did you have to choose the service, weight and price for the item yourself? 

Alternatively go to your sold page click on view order and that should tell you. An item I sent Friday simple delivery shows 

Get your prepaid label – no printer required

Print the label or take the QR code to a drop-off location. Your package will be tracked and fully protected in case of loss or damage in transit.

Learn more


if however this was a custom postage item then re add your tracking number to the dispute and state item shows as delivered using a label bought from eBay . You as the seller should be automatically covered, and buyer might be eligible for a refund as well under buyer protection. 

It was a prepaid label from Ebay. I got a QR code that I could take to the post office, but I have a label printer at home that I use to print the label and attach the package. The tracking information was automatically applied to the listing, and the listing's status automatically updates as the delivery process progressed. I did not have to input any information after the listing went live, it was all processed by Ebay, I just followed the instructions. I didn't;t have to enter package dimensions or weight, or upload tracking info, it was all already there.

So that’s a simple delivery item if eBay sent the label. Your sale should show that clearly though if you check as suggested above, it should also say on the dispute that this is a simple delivery item and will be handled by eBay.

i usually give eBay a call or use live chat and just remind them it’s simple delivery and therefore eBay take full responsibility and need to handle the claim themselves. 

savergrant

If you look at 'order details' at the bottom it should say 'what buyer paid' and 'what you received'. Under 'what buyer paid' is there a postage amount and then VAT underneath? This is a good indication of simple delivery. These amounts will not show in 'what you received' (nor does buyer protection)
There are numerous threads on here about items being missing after apparently 'secure delivery' by couriers, but it shouldn't affect you if ebay engaged the courier.