eBay Simple Delivery - Sellers aren't protected

wirdy

Word of warning to sellers -

You're told that if you use Simple Delivery your item is fully protected if it's lost in transit.

You're not.

My scenario - sold a watch on eBay, used simple delivery & EVRI were the carrier.

Package was scanned in at parcel shop but after that all tracking ceased.

Buyer messaged me after a week, I checked, tracking has been stalled since being accepted at parcel shop & was showing 'its entered the EVRI network'.

+ 2 weeks, still the same, lots of concerned messages from the buyer, so I contacted EVRI. They tell me to presume parcel is lost & that eBay handle all claims under simple delivery.

Went to eBay help - told me that no action would happen until Buyer raised a case. Buyer raises an eBay case for INR. eBay messages in my inbox to take action immediately. I refund buyer.

I try to claim for lost item, eBay refused because I refunded the buyer!!

Apparently what I should have done is ignore all requests, ignore all buyer messages & wait for the case to time-out, whereupon eBay would step-in & refund the buyer & refund me as the seller.

Because I did the right thing & refunded my buyer, the case closes & cannot be reopened. I now have no way to be refunded under the Simple Delivery protection.

I spoke to an agent for 20 mins. No appeal allowed. No further action possible.

So please beware of this - if an item goes missing, just do nothing & you might have a slim chance of being able to claim.

Catonthemoon

Well I never!!! Thank you for letting us know.

HonestJohn

This is not how I understand the process. If something goes wrong then leave it to ebay. You do not have any reason to contact Evri as you did not pay them. Your meddling has cost you.

soolin

https://forums.moneysavingexpert.com/discussion/6677111/ebay-simple-delivery-sellers-arent-protected

You have answered your own question. EBay will handle the INR , you did not need to send a refund, eBay would have dealt with it , basically you removed eBay from the process and dealt with it yourself. You did t have a ‘slim’ chance of getting this dealt with, you had a 100% chance of getting it sorted under eBay’s own rules.

I’ve had a few INRs myself with SD, if eBay do t deal with it quickly I phone them and give them a nudge, I’ve never lost a penny yet where an INR claim has been made on an SD item where tracking shows item was accepted by courier.

For any other newbies reading this, if eBay say they will deal something, let them. I know we all want to be nice for your buyers but we shouldn’t do that at our expense when this is an EBay matter.

Woodstok2000

"eBay messages in my inbox to take action immediately"

Can you show the message here? What exactly did ebay ask you to do?

soolin

I’ve had a query about a late parcel , no INR yet. Buyer has sent me a polite message saying this appears to be either very delayed or lost and asking if I have any additional tracking or can chase Evri to see what’s happening. As soon as that message popped up an automatic message from eBay also appeared that says “Your buyer has reached out about their order. Since you used Simple Delivery, we'll work with your buyer directly on any delivery related ”.

If this translates to an INR I’ll get the usual warning from eBay actually on the dispute saying it needs to be dealt with, but that is over ruled for eBay to sort out as per their t and cs. ÒP Is aware that eBay would have dealt with it, but unfortunately chose to refund buyer instead so buyer did t have to wait for eBay to step in.