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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

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Original poster

To ask for my money back

25 replies

Octopuscrazy · 25/10/2019 08:24

I ordered an item from eBay which was Royal Mail tracked and shown as delivered however I did not receive the item. I usually have parcels dropped off in the porch and have specified this as a safe place to amazon but not royal mail. I suspect that the delivery driver from my second parcel (hermes) may have stolen it although I have no proof of this. The seller keeps replying that royal mail tracking says its been delivered. WIBU to open a PayPal dispute and demand my money back?
It wasn't a particularly valuable item but it is galling that I didn't receive it.

OP posts:

AnastasiaS · 25/10/2019 08:32

I don’t think you will have any luck claiming through eBay if the tracking info confirms it was delivered. The seller wasn’t at fault as they completed their part and have the proof of delivery. It is annoying if someone has stolen your parcel, was it signed for or just tracked delivery? Did you check with neighbours just in case? Hope you can get to the bottom of this.

SmileCheese · 25/10/2019 08:37

The trouble is you want money back from a seller for not receiving their item but the seller has done nothing wrong. They sent your item and it shows as delivered so in theory it looks like you want the item and the money.

Have you contacted support chat on Ebay to discuss what to do next and whether they can help resolve the issue? Surely you can see why the seller is reluctant to issue a refund when they have completed their half of the process?

misspiggy19 · 25/10/2019 08:38

You have no recourse with the seller as he has delivery confirmation.

Elementalillusions · 25/10/2019 08:43

If they have confirmation of delivery you have zero chance of Paypal or eBay giving you a refund.

You should be chasing Royal Mail to find out where they left the parcel.
Maybe if you are nice to the seller they will help you with a complaint to Royal Mail, but they are under no obligation to do anything.

Conkerer · 25/10/2019 08:46

As a seller in this situation a few years ago, I put in a complaint with Royal Mail and got a postage refund (about £6 iirc) and goods compensation but its value was less than £10.

Mammylamb · 25/10/2019 08:47

Keep chasing Royal Mail. I’ve had to do this before and it turned out that they hadn’t actually delivered the item

AmIThough · 25/10/2019 08:49

IME it's the sellers job to raise the complaint with RM as they paid for the RM service, not you.

The seller hasn't fulfilled their part of the process as you haven't received your item. Your contract is with the seller, not the courier.

SmileCheese · 25/10/2019 08:51

The seller hasn't fulfilled their part of the process as you haven't received your item. Your contract is with the seller, not the courier.

Of course the seller has fulfilled their part of the process. They sent the item tracked and it shows as delivered. For all they know the OP could be lying that the item was stolen. Their job was to get it to the buyers address which the tracking shows they did. What happened to it once it arrived at the address is not their responsibility.

AmIThough · 25/10/2019 08:53

@SmileCheese but if the buyer says they have not received the item, it's the sellers responsibility to investigate.

I worked for a logistics company and we would not deal with the recipient over a case like this as our customer was the seller.

Duckduckduck123 · 25/10/2019 08:56

It's the seller who has to pay your money back and get there's back from the postage service

broomzoom · 25/10/2019 09:00

Was it signed for?

SmileCheese · 25/10/2019 09:02

but if the buyer says they have not received the item, it's the sellers responsibility to investigate.

Which is probably what they have done, however what more realistically can the seller do if Royal Mail say the item has been delivered?

The seller cannot get the money back from Royal Mail as there is no evidence to suggest the item wasn't delivered so should they be expected to refund the OP and end up out of pocket when they have done everything they should have to get the item to its intended location?

slipperywhensparticus · 25/10/2019 09:03

Is she telling you or proving it to you?

broomzoom · 25/10/2019 09:10

I thought a requirement of Paypal was that items must be signed for.

I also thought the only person who can make a claim with Royal Mail is the sender.

I have had items sent from online retailers before where my signature has been signed for or items are damaged. I take it up with the retailers not the delivery company

AmIThough · 25/10/2019 09:14

@SmileCheese if there is tracking on the parcel Royal Mail will be able to prove the exact location the postie was in when the item was 'delivered'. They could also ask the postman if they remember whether the item was delivered to a person or left in a safe place.

The seller needs to push Royal Mail and prove facts to the buyer.

SmileCheese · 25/10/2019 09:21

The seller needs to push Royal Mail and prove facts to the buyer.

Which is fine but what if they come back and tell the OP exactly what she already thinks. That the parcel was left in her porch and it was delivered. If the OP thinks it was indeed delivered and that another courier stole it then I still don't see how it would be up to the seller to refund. I'm not entirely sure Royal Mail would be much help with regards to compensating the seller either, normally all they do is send some stamps out as an apology.

regmover · 25/10/2019 09:23

Some wrong advice here. The responsibility for delivery is with the EBay seller, so you need to open a Paypal dispute and they will have to deal with that. They will be asked to provide proof of delivery. Bitter experience as a seller - you will probably get your money back.

Marinetta · 25/10/2019 09:26

This is a well known Ebay scam. Seller is protected as Royal Mail says it has been delivered but in reality they never sent it to you. The Guardian did an article on it a while back.

www.google.com/amp/s/amp.theguardian.com/money/2019/sep/22/fraudsters-hijack-ebay-parcels-postcode-scam

AmIThough · 25/10/2019 09:26

@SmileCheese sorry I misread that the Hermes delivery was a different parcel that had gone missing.

In that case, OP, it's a police matter.

I'd suggest not ordering things online unless you can be home to receive them, or have them delivered to an address where someone will be guaranteed to be available, moving forward.

regmover · 25/10/2019 09:32

My Hermes are terrible. I had a valuable and quite rare item stolen by a courier, or possibly dumped because they couldn't be bothered with a big parcel. After an investigation they pretty much admitted what had happened and I got compensation from the parcel insurance.

Original poster

Octopuscrazy · 25/10/2019 10:47

Hmmm a bit of a mixed bag of responses here.
As I said, I have no proof that it was stolen by the hermes driver but it did show up as delivered on the tracking before the hermes delivery.
Also I haven't told the seller that I think it was stolen, just that I didn't receive it.
It was not a signed for item.
Like I said it's not an expensive item but just annoying.
I'm going to ask the seller to investigate with RM but I might just leave it and buy the item again from someone else.

OP posts:

littlepaddypaws · 25/10/2019 10:51

our postman has previously signed for stuff that then went missing i had to complain to RM to get it sorted.

broomzoom · 25/10/2019 10:58

Is the seller a business seller?

regmover · 25/10/2019 15:01

Op - you need to open a Paypal dispute. They will communicate with the seller. Honestly, that's all you need to do for both items.

LittleMissTeacup · 25/10/2019 22:52

As a frequent seller on eBay, I have had this happen before and the buyer let me know that something hadn’t turned up, I chased and provided the tracking number - RM reimbursed me the value of the item so I had to reimburse the buyer. I did this without a dispute case, but if you don’t get much joy from asking the seller - open a dispute case. They can get their money back from Royal Mail if they have their proof.

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