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eBay

If you buy or sell items on eBay, you will find tips and advice on this forum.

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Original poster

Item not received

16 replies

Myusername2015 · 13/03/2018 18:30

Hi I’m new to eBay so would love advice. I sold some clothing a few weeks and all have been delivered apart from one jumper selling at £30. I used standard delivery with the track and trace. Buyer has emailed saying full refund or I’ll escalate as not received. Royal Mail track and trace says item delivered to house or a neighbour last week. What do I do now?

OP posts:

OurMiracle1106 · 13/03/2018 18:33

Email buyer back and state Royal Mail shows it to have been received. Was Item signed for?

Original poster

Myusername2015 · 13/03/2018 18:37

No I didn’t offer signed delivery as the items were small in value: typically this was the most expensive. Lesson learnt! If buyer maintains item not delivered even with it showing as delivered on track and trace do I have any alternatives but to refund?

OP posts:

ciaobella88 · 13/03/2018 18:40

But you have used signed for? The most expensive option? No don’t refund they are taking the p*ss they can take it up with Royal Mail, give Buyer the tracking number and make them aware it’s not your problem they can claim from Royal Mail. DO NOT REFUND THEM whatever you do!

ciaobella88 · 13/03/2018 18:41

If he escalates to eBay you are fully protected as you have the tracking number which shows it was delivered it will not go in buyers favour

MaverickSnoopy · 13/03/2018 19:12

Double check the address on eBay matches your receipt. I say this as I once ordered an item that didn't arrive. The seller was REALLY stroppy with me. I asked for the receipt as proof of postage and they'd sent it to the wrong house number (my details were correct on ebay). Thankfully the person who had received it, still had it.

19lottie82 · 14/03/2018 20:57

Just upload the reference number against “tracking” in the ebay sales record. If they open a Case you will win as there is proof it’s been delivered.

lovemylover · 14/03/2018 21:56

This happened to my daughter, she didnt ask to be signed for, and in the end had to refund
I am having a problem at the moment, with a seller i bought a top off, i ordered a size 10, but a medium was sent, the sizes went up to a 20, so i would think a 10 was small,anyway i asked to return it, and she tried everything to make me keep it, including knocking £3 off the price, its already now being sold for £3-99, a drop of £5 from what i paid,or she said give it to someone as present
I had asked for a return address, now shes saying she cant find any record of me buying it, so i have sent pics if emails and receipt etc
Still waiting for a reply
There are some real scum on there, who will try anything to get or keep your money [buyers and sellers]

LilaBlue · 14/03/2018 21:58

Love, just open a case and get your money back

lovemylover · 14/03/2018 22:11

Yes my daughter has said this, not sure where to start though, not used to ebaying, but will have a look,thank you
Ebay said to leave it until the 20th and if not resolved they will investigate

19lottie82 · 14/03/2018 22:48

I’m guessing you have already opened a case then? If not resolved by the 20th just ask ebay to step in.

lovemylover · 14/03/2018 23:32

No not opened a case yet,will do tomorrow if no results from seller
It was a message attached to the sellers email from ebay

Lithiumsmummy · 17/03/2018 12:50

Myusername2015
If you have the tracking showing delivery & have uploaded it to the item. eBay will settle in your favour. So will Paypal if they try that too.
My advice - ALWAYS send tracked / signed for. If item is cheap, buy the postage through eBay - click print postage next to the item, you will print a Royal Mail 2D label - with a funny square having a cross to centre & little black blocks - these are all tracked through eBay. If you print that way, a number is automatically uploaded & it shows when delivered.

lovemylover · 17/03/2018 23:23

Have now opened a case with ebay, and miraculously the seller has found my details, but ebay said leave it to them now

Lithiumsmummy · 18/03/2018 08:53

NEVER, EVER open a case with eBay unless you are the buyer. If he hadn't opened a return case, block him so he cannot buy again, then ignore all messages, unless they get abusive, if they do - ring eBay & report him.
If you have an item not as described, to open a case - go to your purchased item page.
Next to said item, on the right there is a clickable link which says return item. Click it, on the next page scroll down reasons to item not as described. They will have no choice but to accept the return AND issue you with a pre paid return label.
If the item is genuinely wrong, it makes absolutely no difference if the seller says they do not accept returns. This is the law, they have no choice. So, take some photos of the problem - wrong size / colour / item / broken & upload them on the case by clicking the little camera link. To be fair, if you are not techy, the easiest way is to put the photos on a computer / laptop / ipad & upload from there. Do this immediately you receive said item - although it is polite to inform the seller first.
Any decent seller worth their salt will be happy for you to do this. Ebay DOES NOT penalise a seller for cases open, ONLY for cases not dealt with. In fact, it is better for the seller that you open a case, because, otherwise when the item is returned, they do not get their final value fee back. I actually insist people open cases!
NEVER wait. If the seller is going to send you a new one / the right one etc, all well & good, they have 6 days to do so which is plenty long enough, if they don't escalate the case to eBay who will either
a) just give you your money back & you keep the item if it is low value
b) Issue you with a return label.
When you send something back, the seller has 6 days in which to start refunding you. If they don't ask eBay to step in.
If anyone needs any eBay help, feel free to message me, I make my living as a Business seller & am always happy to help & NO I don't expect you to buy anything :)

lovemylover · 18/03/2018 09:25

Thank you for this Lithiums mummy i dont sell on ebay but i do buy, and never had a problem before, but this seller has made every excuse under the sun not to refund me, anyway hopefully it will now be resolved,it was nothing of great value or expense, but they did send me the wrong size
My daughter has had the same problem with people saying they have not received an item

Whyarethebestnamestaken · 20/03/2018 16:18

Lithiums Mummy. I am also a business seller and use an OBA account for all my letters and large letters but pay at the post office to get small parcels sent with the tracking code on.

I recently did one via Ebay and it was a large letter and although it did print out the barcode and the tracking number which automatically loaded to Ebay when `i checked it there was a message saying this is not trackable - this was on Royal Mail website so can you help me as to why that would be? That buyer has not left feedback yet but hopefully has received it.

Thanks

Flip