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My buyer has not received item, collect plus say its delivered

(21 Posts)
fudge74 Mon 04-Feb-13 21:32:14

I recently sold an item on ebay, and sent it using collect plus. Now the buyer has sent me a not received message. Checked the tracking info on collect plus website and it says delivered, and it is to the right address. What should I do? Whose responsibility is it to chase Collect plus up?
Thanks
smile

LineRunner Mon 04-Feb-13 21:36:43

Well, if the buyer opens an Item Not Received case, I believe you need to respond and give the tracking number and information. It will be up to ebay to decide but I don't think it can find against you if you have followed all the rules for seller protection.

frazzledbutcalm Mon 04-Feb-13 21:37:32

It's your responsibility. Was it signed for?

LineRunner Mon 04-Feb-13 21:39:36

Oh sorry, it is your responsibility to make sure the item is delivered.

But it would appear you have fulfilled that to the best of your ability. It would be sensible to contact Collect+ though to see what they have to say.

frazzledbutcalm Mon 04-Feb-13 21:39:52

Don't be so sure line ... Ebay seems to always find in favour of the buyer, even when they seem to be in the wrong sad I speak from sad, bitter experience.

LineRunner Mon 04-Feb-13 21:43:51

I don't doubt that ebay is getting crappier by the week - but in this case wouldn't ebay do a no-fault refund?

(I've yet to work up the mental energy to start selling again this year.)

frazzledbutcalm Mon 04-Feb-13 22:03:47

If ebay do a refund then seller loses out. It means she has no item because she's posted it out yet she has no money from the buyer because ebay has refunded it. She'd have to claim back from the delivery company - not always straight forward. That's why I asked OP if the parcel was to be signed for. If it was signed for then there's no problem. If it wasn't signed for and just normal delivery then OP will probably lose out - she'll have to refund buyer and hope she can claim money back from delivery company. Delivery company don't always give money back if they know they've delivered. I rarely sell on ebay now for this reason. The amount of buyers now that claim not to receive items is shocking! According to Royal Mail, items rarely go genuinely missing. They're usually waiting at the local sorting office after postman has dropped a card through door, or have been left with a neighbour. If the item is left at the sorting office they keep it for 30 days (I think) then it's returned to the sender. Again according to Royal Mail, genuine missing items would always make their way back to the sender eventually.
My personal experience, of the 7 items buyers have claimed not to have received from me over the period of a few months, only 1 has ever been returned back to me for failed delivery. I had to refund each of the buyers, and oddly, none of them left feedback ... I would have expected them to leave negative, maybe neutral, or even positive with a comment to say never received item but refunded immediately. But no, nothing. I'm very sceptical now.

LineRunner Mon 04-Feb-13 22:16:37

You are right frazzled about tracking needing to involve a signature. I think it's an extra quid or so with most couriers but worth it, to get that seller protection.

frazzledbutcalm Mon 04-Feb-13 22:22:55

The RARE time now that I sell, I always send it recorded, it is indeed about a pound. Best pound you can spend wink Saves a lot of potential hassle.

almostanotherday Mon 04-Feb-13 22:28:05

I always send everything I sell on ebay recorded delivery to avoid buyers saying items not being received.

fergoose Mon 04-Feb-13 22:55:47

If I were you I would contact Collect Plus, let the buyer have the tracking number and enter the tracking info onto the ebay transaction now

The name who signed for it - is it the same as the buyer? Have they checked with their neighbours?

fudge74 Tue 05-Feb-13 19:16:56

thanks ladies - i use collect plus as they are ebay-approved, afaik. it is showing as delivered. i will email them to find out what they can do to investigate. I have already put the tracking no onto the ebay transaction - did that straight away!
I don't think buyer has opened a not received case, i've had a 'i haven't received my item yet' message only so far. how do you find out that a case has been opened?

You are covered as you have proof of delivery

Oh playing catch up, was it signed for?

I agree with frazzled also, I always do recorded delivery!

lljkk Tue 05-Feb-13 19:45:40

Would OP be able to claim off of Collect plus for non-delivery?

So many try it on... I've had parcels suddenly appear

frazzledbutcalm Tue 05-Feb-13 20:39:53

fudge .. does collect plus get a signature for the parcel? That's the key here. If they get a signature then just contact them and ask for a copy..A neighbour may have signed for it and not taken it round to your buyer yet.
If they don't get a signature then it's a whole different ball game ...

fudge74 Tue 05-Feb-13 20:40:09

Yes it was signed for but apparently not by anyone in their house (according to buyer). Very odd hmm
It's hard not to think that they are trying it on. Have not heard anything from them since sunday so will watch this space...

Aspiemum2 Tue 05-Feb-13 20:46:46

I had a situation as a buyer. Item was sent recorded delivery but misdelivered. They had a signature so that was that, no item and no refund sad
Worst thing was I knew who it went to (small village), the postman realised his mistake and went to retrieve it but the thief person claimed to have never received it.

They could well be genuine, it does happen

TurkeyDino Tue 05-Feb-13 20:48:31

You need proof of address and order number for collect plus round here. So unless someone is stealing their ID to collect items it seems a bit suss!

fergoose Tue 05-Feb-13 21:12:26

I bet you don't hear from the buyer again - it sounds like they were chancing their arm, and now you have told them you have proof of delivery they will prob give up.

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