item marked as delivered but it wasnt

designeditdesignedit

hello

I bought an item from an ebay seller - theyve used the courier InPost. It was due to be delivered on Thursday. I checked the tracking at 3.30, it was out for delivery. Checked again at 4.30 and it was marked as delivered. It absolutley wasnt delivered - I was in my front garden all afternoon, the courier would have had to walk past me to deliver it. Ive asked my neighbour to check her cctv …no one walked down my garden path all day!

a few days after that I had another item delivered (different seller), again via Inpost. I asked the courier and he said that my road is his regular round but he's been away for a week, returned that day. Someone else has covered his area, he didnt seem suprised and said best thing to do is contact the seller.

Seller said just open an ebay case - but how would i stand with this, are ebay likely to say we wont refund you as its been delivered? I have no proof that its not been delivered apart from neighbours CCTV .

molerat

No photo / gps on the tracking ?

rollingmoon

As the seller says, open a case. The courier will have either no proof of delivery, or faked (a la Parcelforce) with a photo of another package outside someone else's house. You should win the case either way, but from personal experience you'll have a bit more work to do in the latter scenario.

designeditdesignedit

No photo of delivery, no scanning showing , just says 'delivered'

soolin

https://forums.moneysavingexpert.com/discussion/comment/82127318#Comment_82127318

OP is correct in that once courier marks it as delivered the seller will win the case.

Having been in this situation myself, but with RM a year or two ago OP needs to do as much investigating as they can, check courier tracking g see if anything at all there is helpful re delivery details. If that isn’t helpful then be persistent , phone eBay, ignore them if they want you to open a case, just insist they actually look at tracking and if you have a video doorbell offer them footage from the affected time. You may need to make a nuisance of yourself, I had got as far as issuing a LBA to RM and then suddenly after a lot of correspondence eBay reimbursed me as a goodwill gesture.

Longer story and off topic. In my case tracking showed item was delivered and signed for at an address 9 minutes away , RM accepted it had been wrongly delivered and alledgedly tried to get it back but recipient refused and RM said that was the end of the matter. Two further parcels of the exact same packaging size but from retailers not eBay also went missing with no photos or signature provided - so mine looked like it was potentially a problem with a temporary post person. In those 2 cases retailer re sent packages and apparently took the matter up themselves with their RM account managers and I supplied them with details of my original loss to assist identifying the issue.

savergrant

Is this a private or business seller? If it is simple delivery it is more likely ebay will take the hit. I sent a parcel and there is proof of delivery to a doorstep but buyer got refunded as INR.. of course I don't know if it was their doorstep in the photo.

I've also had two items where the buyer has been told 'damaged beyond repair' and then the parcels have gone missing when ebay intervened. In both cases ebay refunded out of their pocket.

rollingmoon

https://forums.moneysavingexpert.com/discussion/comment/82127436#Comment_82127436

Not true. I have won two cases like this in the past… one where I used the courier's photo of the item on the driveway (from where it had been stolen, either by a passer-by, or the courier themself) as proof that it hadn't been safely delivered.

goodfella66

If the tracking shows delivered or an attempted delivery, the seller will win the case. You can then appeal and, providing this hasn't happened recently to you, Ebay will usually issue you a no fault refund.

soolin

By another of those awful co incidences that seem to keep occurring with MSE threads and my own experience I have had another RM INR opened this morning. In my case I'm the seller , item tracks to delivery and the case says the following:

The buyer reported their item hasn't arrived

The buyer let us know that they are still waiting for the item. Please respond by Fri 11 Sep. If the buyer doesn’t hear from you by this date, they can ask us to step in and help.The buyer let us know that they are still waiting for the item. Please respond by Fri 11 Sep. If the buyer doesn’t hear from you by this date, they can ask us to step in and help.

Buyer's requestBuyer's requestThe buyer still wants the itemThe buyer still wants the itemBuyer's messageBuyer's messageItem not arrived as statedItem not arrived as stated

Select how to respondSelect how to respond

Update tracking details for the buyer

Refund the buyer

Send the buyer a message

On my sold page it shows : Delivered 6 Sep

What I'm going to do is firstly use the 'message to the buyer' and explain it shows as delivered and this is letter box size - and also give them the name of the delivery office - I will also check that this office is logical for their address .

I will then use the ebay case to remind ebay this shows as delivered

I might even phone ebay and remind them that I'm covered by the tracking to delivery and ask them to close the case in my favour. I'll update later in the week.

designeditdesignedit

https://forums.moneysavingexpert.com/discussion/comment/82129414#Comment_82129414

I had a similar situation years ago when i used to sell on ebay, this was before scanning labels were in use. I just had a suspicion about a buyer (bought item at five to midnight, message me twice during the night to see when it would be delivered, lots of INR feedback left for other sellers…even put ITEM NOT RECEIVED BUT FULL REFUND THANK YOU SO MUCH on them!). Even though it cost a few extra quid, I sent it Signed For, sure enough she 'didn't receive it' and wanted a refund even though i sent her a copy of the signature. It was a house, not flats, so someone in her family signed for it. In many many messages i told her I had the RM GPS co ordinates and Id been in touch with RM fraud as she clearly has a thief in her house judging by the previous feedback.

What an absolute miracle; it turns out that a family member had signed for the parcel and forgot to mention it!

soolin

I'm out tomorrow which is the day buyer can escalate and thought I'd try Live chat. I explained I have tracking showing delivery and asked if I was definitely covered as a seller and I have this response:

Yes, you are covered if you have provided tracking details showing the item was delivered that meet eBay’s requirements. To be protected:

• You must have uploaded the tracking number to eBay before the latest estimated delivery date.
• The tracking must show a status of "delivered" with the delivery date.

• The recipient's address on the tracking must match the one on the order details, showing at least the city or postcode.

This evidence shows you met your obligation to the buyer and offers seller protection. If the buyer opened an Item Not Received request but tracking confirms delivery, the case will be closed automatically.

~~~~

The OP who started this thread was a day or two ahead of me, and is of course the buyer, and I wonder how they are getting on and if they did attempt to open an INR? I note @rollingmoon says they have won 2 INRs as a buyer where seller has tracking, and am interested at when and if the rules changed on seller protection. I'll wait and see what happens here and whether it is as I have always found in the past that a buyer can't win an INR where tracking has shown, I know ebay live chat says I am covered as the seller I never quite believe what they say until it happens.