Ebay requesting a "non-delivery document" from RoyalMail

[WeirdPookah]

I had a notification saying a parcel had been delivered by Royal Mail.

I did not get the parcel through my door, nor neighbours, no bins to put in and our security camera shows no delivery at the time marked on the "as delivered" time.

So it was mis-delivered somewhere, no idea where, as they don't take a picture. Essentially just gone! (which is terrible security, just marked as delivered and I have no comeback to say it didn't)

I raised issue with ebay as seller didn't give a flying monkeys, they sided with seller as they have it confirmed as delivered. But ebays money back guarantee covers this IF I can send a "non-delivery document" from the Royal Mail website.

The website is a nightmare. I cannot find anywhere where this document can be requested, I went onto the chat assist on ebay and they couldn't find it!! After telling me to do it, they cannot even produce a link to do so!

Has anybody else successfully found and requested this?

I sent RM a general inquiry email but zero response from them and time is limited to make claim.

[Birdw74]

Hi. Did you ever manage to get this sorted out? I’m having exactly the same problem. Thanks.

[WeirdPookah]

Royal Mail confirmed to me that this document does not exist.

I sent these emails to ebay saying what they asked for is impossible, they told me to ask again!! 🙄

I got really pissed off and resent every email from RM saying it wasn't real and they were going to get their legal team to contact ebay to stop them asking for it, and in the end they agreed to refund me "thanks to my efforts".

[Birdw74]

Oh no that’s so bad, I’m having a right runaround from eBay and royal fail. EBay told me to send an email to Royal Mail stating denial of receipt with loads of other details. I did as they asked and it has come back as undelivered as recipient address rejected 🙅‍♀️. Did you speak to Royal Mail by email or phone and if it’s email, do you have an email address for them as I can find nothing. I’m literally pulling my hair out with the frustration of it all 😣 thanks for your help

[WeirdPookah]

[email protected]
[email protected]

those are the addresses I used.

[WeirdPookah]

um, weird, that says "business" all that babble up there, I guess it's a filter on MN

[winniemana]

Hi, I had an email like this and I called up royal mail who said they didn’t have it?! What do they want me to do now? The person who sent the email was called Arka B, was that the same person who sent you the email on eBay 😱

[Theunknownperson]

Don't waste your time contacting Royal Mail, this document doesn't exist and it's not really your responsibility, but sellers to do this. Ebay is trying to get away from refunding you.

Go directly to your payment provider, explain situation so they open a chargeback against ebay. Most of the times banks will sit with their customer and you will get your money back. I received my money back via my bank almost instantly.

[Ladolcevita233]

I'm the seller in this scenario and it's Yodel rather than RM.

Yodel tracking has the item as "delivered to a safe place".

The buyer says it has not and could not have been delivered to a safe place. Say they contacted Yodel and the driver could not provide proof of delivery and claimed their camera was not working. Said Yodel never got back to them.

They then opened an item not received case in eBay, I explained the situation to eBay and they said - since they can see the tracking says delivered - that they are closing the case in my favour and there will be no refund.

I had already tried Yodel customer support to try to get to the bottom of this and after 3 pages of automated nonsense responses that had zero relevance to this scenario, they referred me back to the retailer (eBay).

Their help page on this subject says they'll look into it and in the unlikely event they can't resolve it, eBay or the seller will be able to help buyers in this scenario.

But eBay just closes the case if the courier has marked the item as delivered, and the only thing I as the seller can do is refund them and lose the money myself. But I haven't done anything "wrong". I sent it and got tracking details. (I couldn't even refund and at least get my fees back, now that eBay have closed the case).

When I said to eBay CS (who I thought might refund the buyer) when Yodel referred me back to them; that I think this buyer is genuine, they used the line above; that they need to get a non delivery document/proof.

But Yodel wasn't getting back to them before so why would they now. And this non delivery document probably doesn't exist with them either.

i have a really irate buyer now, raising that she's a single mother and can't afford this to happen etc.

[Ladolcevita233]

@Theunknownperson

Don't waste your time contacting Royal Mail, this document doesn't exist and it's not really your responsibility, but sellers to do this. Ebay is trying to get away from refunding you.

Go directly to your payment provider, explain situation so they open a chargeback against ebay. Most of the times banks will sit with their customer and you will get your money back. I received my money back via my bank almost instantly.

If I advise the buyer to do this, the only way I have of doing so is through eBay messaging and I'm wondering if it will be viewable, as such, that I've done this.