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
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.
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.
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?
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 ...
Yes it was signed for but apparently not by anyone in their house (according to buyer). Very odd 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...
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 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.