Haven’t received item, proof that it’s been delivered elsewhere but eBay says no refund

[ThinkingAgainAndAgain]

I bought a jacket on eBay last week on buy it now. Seller sent it to me through Evri, and I got a notification saying it had been delivered despite me not receiving it.

I contacted the seller, they asked for a photo of my ‘enclosed porch’ which evri said they’d delivered to. Seller sent me a photo from Evri which showed they’d delivered, and it was clearly either business premises or a residential block/HMO as it was sitting next to a big column of letterboxes. I live in a house.

Seller notified eBay. And five days later ebay have said I’m not entitled to a refund and have closed the case.

Does this sound right? I don’t have the item, but I don’t know where it is and I have already paid for it. I appreciate that the seller has sent it, and that evri is at fault here, but is this right? I have never sold anything on eBay, only purchased, and nothing like this has ever happened.

Send a picture of your door with door number to eBay and the seller. Tell them to also look it up on Google street if it is a public road. You can do a chargeback via your card even a debit card, but it’s a hassle.

I sent a photo of my door and door number to the seller almost a week ago. The seller also used Google maps to verify that was indeed my house and that it couldn’t be the photo that evri had sent. And eBay are saying that the case is closed and that is final.

it’s only £8 plus delivery, it isn’t a lot, but I am quite cross! I know that the seller hasn’t done anything wrong either so she was cross too. But probably less cross than me now.

Why can't the seller just issue you a refund and then make a claim from Evri?

Did you pay by PayPal?
If so, open a dispute through them. I find them much more useful than eBay.

I paid through apple pay. I don’t know why the seller didn’t refund and take it up with evri. I know that they did follow up with evri, as evri sent them a photo of the delivery - but that delivery wasn’t to my house. I can’t understand any of it.

I would contact eBay and insist on a "courtesy" refund.

Just keep saying it was not delivered to you and the Evri photos shows it wasn't. Be insistent.

They are v hard to get a hold of, I go into help and just keep typing "contact agent" in the box until I get the contact agent via text, call
back etc. Go for call back.

If they don't, I would go through PayPal.

I had this scenario a couple of weeks ago but I was the seller. Item sold for a tenner. Paid for Evri postage via ebay and sent the day after the auction ended A few days later I got a message saying it had bee delivered and I thought no more about it.

A couple of days later I had a dispute opened and a (quite abrupt) message from the buyer that they hadn't received it despite being home all day. I looked at the tracking on the evri site and it said it had been delivered to a neighbour, along with a picture of someone's front door. The location pin seemed to be pretty close to the intended address.

Anyhow, I forwarded all the info to the buyer and asked if it would help them track it down. Total radio silence from them, so after a week I assumed they had recovered the parcel but not closed the case, so I asked ebay to step in and help. I wasn't sure what to expect but they immediately closed the case in my favour, at which point the buyer immediately sent me a pretty unpleasant message accusing me of ripping them off.

From my point of view, there was absolutely no option to raise a dispute with evri. If I'm understanding it correctly, if you buy evri postage through ebay it's eBay that has the contract with evri, not the seller.

I'm honestly not sure about the rights and wrongs of it all. If the buyer had have been more pleasant I might have refunded them, but they didn't help themselves (not saying this is the case for you OP) by being so rude. Ebay is clear that if the item is delivered to a location within the destination postcode it is considered a successful delivery and will find in favour of the seller. It's pretty crap for the buyer.

Updated to say that eBay found for the seller. The item was clearly not delivered to me - the photos show that. I’ve paid for an item that the seller knows I haven’t received. It’s really crap.

Seller was really communicative and we exchanged lots of perfectly pleasant messages, but radio silence since eBay has ruled.

As I said above, contact eBay and push on this.

They should give you a "courtesy" refund.

I have. They’ve reiterated that the case is closed and that the seller can keep the funds. I don’t know how I can keep pushing when they’re shutting down any conversation. I’ve never had any complaint before, only ever given positive feedback and have 100% positive feedback as a buyer (I’ve never sold anything). I’ve bought hundreds of items. It’s so crap.

The seller needs to raise a claim with Packlink if they paid via eBay (probably they did) here:

https://support-ebay.packlink.com/hc/en-gb/sections/360004126280-Claims

click contact them claim

If the paid direct to evri you and the seller can email the photos of the delivery and the buildings to this email and ask for a refund. Or to retrieve the parcel.

[email protected]

They will be sent a “denial of receipt” form that you need to complete. I have had to do this many times.

Unfortunately the seller has no incentive to do this as eBay has sided with them and closed the case.

I would appeal to the sellers better judgement to help you out, they can see from the delivery photo you haven’t actually received it? I would say to them that as you can prove it hasn’t actually been delivered to your property you will have to do a chargeback on your bank payment method which does incur extra costs for the seller.

You can also email the Evri email and ask them to get the courier to collect and redeliver it.

Thank you, but I’ve already tried this. The seller says the matter is closed and there isn’t anything further they’re willing to do. It’s only £12 in total, it’s not a lot of money, but it really puts me off buying anything more expensive on eBay.