An eBay rant and an appeal to seasoned users for advice

[FerretChops]

Please!

I've briefly posted about this before but it's escalated. I'll try and be brief.

I've had an eBay account for 8 years, sold over 300 items and have 100% positive feedback.

I sold a bracelet a few weeks ago for £80. Sent it via tracked 48 Royal Mail which has cover up to £150.

Buyer received all my packaging in a clear Royal Mail bag with them saying 'sorry you've got your item like this, blah blah' - and crucially, no bracelet. Just wrap, a little box and the plastic envelope I'd used - the envelope had been slit open.

So it has clearly been stolen in transit.

Buyer wants a refund - of course she does!

I speak to eBay for advice and explain I have proof of posting, proof showing the item marked as delivered and proof of the weight of the package. They advise 'don't worry, you're covered under seller protection so I'll update at this end and you do not accept the return'

A few days pass and the eBay system is prompting me to refund buyer

I call eBay again

Spent another agent who advised me I must accept the return and the buyer must send me back all the packaging she received and once I have this , to call again

Packaging arrives

I call eBay yet again. Another agent says it was incorrect that I was informed to accept the return but he would put this right. He spent 30 minutes going through options and eventually said he was closing the case in my favour.

I receive an email telling me the case is closed, it is a definitive decision and I have nothing further to do. It states 'we have found in your favour'

Today I receive another email from eBay telling me that the buyer has appealed and I must refund the buyer

I call them yet again.

This time another agent tells me to m not covered under seller protection and the email I received telling me the case is closed and that's definitive is 'actually a grey area' and 'we can change our minds' and 'sorry but we have no obligation to do a thing so basically tough shit.'

I say I wish to complain and he gives me an address and tells me I must write a letter. Cannot send anything via email

So what now? I'll send a letter I suppose and complain at the way this has been handled but I'm so pissed off

To be clear, of course the buyer should be refunded: she didn't receive her item

But I sent it! In good faith! Using a tracked service that eBay offer and it shows delivered. I've done everything asked of me and now I'm my item down and about to pay 80 quid for the privilege

Any advice at all? Do I just suck this up?

I raised a claim with Royal Mail too but hidden in their small print is 'you can't claim for jewellery.' So I'm stuffed there too

Any advice much appreciated

Sorry but this is on you. Royal Mail is very clear about what is and is not covered and it is your responsibility to check. It needed to be went Special Delivery to be covered for loss.

*sent not went

@DelilahBucket even though Royal Mail state tracked 48 covers for loss up to £150?

And even though eBay have specifically told me I'm covered by their seller protection scheme?

If you don't get the answer here, try MSE ebay and the poster "soolin."
She knows everything about ebay.

Having just had a quick look: Royal Mail Special Delivery Guaranteed is the only one service that covers valuables like jewellery.

Royal mail are really clear that jewellery is only covered by special delivery. It’s not hidden.
The £150 max for tracked 48 doesnt apply to jewellery and they dont hide that.

You’re not a one time seller. You’ve sold loafs. This really is your responsibility to know this. You have to refund the buyer, and you’re out of pocked because you chose a postage option which doesn’t cover you. That’s no ebay’s fault.

Nic hill
On instagram and you tube he's very knowledgeable about all things eBay

Soolin's still around? I remember her from 15+ years ago when MSE forum first started up! 😅

Always loved her advice.

Absolutely this. It is not the buyers fault. It is Royal Mails fault but they have absolved themselves of this by clearly stating they don't allow you to claim dor jewellery. Therefore ultimately it is your fault for choosing a courier firm that doesn't cover Jewellery.

If it doesn't say it covers jewellery it doesn't cover jewellery.

It's not really an item not recieved case as the envelope was received it's an item not as described as it's not there. So sort of a hybrid.

In a good update, Royal Mail have allowed my claim so I'm happy about that. They have accepted it is 'costume' jewellery and under the £150 cover

So thank you to the helpful posters who suggested things I could try - happy I don't have to!

And for the couple of other posters who chose to answer my post like I'm an idiot ... luckily on this occasion you were completely wrong ...

If you had said costume jewellery in your opening post then I would have given a very different answer. You said it was jewellery which royal mail already refused to cover.

I’m a jeweller. I post 30 parcels of jewellery a day. I know what I’m talking about when it comes to royal mail postage.

Costume jewellery is covered by all their services. Proper jewellery is not. Maybe put the relevant info in your OP.

I far preferred the old forum layout in those days though.

Do you remember as well, Ted Hutchinson the Vitamin D3 expert on the health money saving forum? I started taking it back then due to him. He was banned, unfairly I thought, for giving health advice. He would have had a field day with Covid!
It was a big forum back then.

When I take a parcel into my local PO, they always ask what's in it, which I thought was a bit cheeky. maybe they're doing it for my own protection?