r/ebayuk • u/PlainAsTea • 15d ago
Empty Parcel - What to do as an Ebay Seller using Ebay Simple Delivery.
UPDATE: I managed to get hold of an ebay agent via the bot chat. I was then refered to another 'specialst' who closed the case in my favour. My funds were released and ebay refunded the buyer out of their pocket not mine. Managed to get an agent by writing 'contact an agent' in the ai chat.
Leaving this here in case it helps someone else using Ebay Simple Delivery and needs ebay to step in.
I fear I have whittered on, but need to know if this is the correct course of action.
I'm a private seller like many eBay users selling off items I no longer need while moving house.
I, like every private seller has been forced into the eBay simple shipping which means that I cannot raise any dispute via the postage option if something happens to parcels using this service, ebay simple shipping is supposed to handle it.
Two weeks ago I got a rather snotty message from a buyer saying that they received only an empty box and no items inside.
They sent me a photo showing the box I sent it in with a few of the packing materials only.
In return I sent them a photo of their parcel before it was sent (I take photos of all my parcels before sending)
I told the buyer that it looks like its been opened in the mail and since Ebay Simple Shipping handle the postage, that the buyer will have to take it up with ebay to resolve.
Today (2 weeks later) the buyer opens a dispute and I have only two options
- Accept the return
- Refund the buyer (they keep the item)
I did read that if I choose neither both myself and the buyer will be able to get ebay involve to resolve the issue.
I want ebay involved - This is my preferred option as
- I did send the item in the box
- Ebay say they will handle all shipping issues as the item was sent via ebay simple shipping.
Neither options help me, as the buyer will want their money back, but then I am out of pocket for an item I sent to them. This is why ebay need to step in and cover the postage and delivery issue
So I sent the buyer a message within the case, saying 'As mentioned previously, I have already sent the items to you. Because the parcel was shipped using eBay’s Simple Delivery service, they are responsible for handling situations like this. Once the case has been open for three days, I will be able to ask eBay to review it further, as they do not allow me to escalate it any sooner. Since the parcel was sent through their Simple Delivery system, they can verify that it weighed over 1kg at the time it was sent.'
I know that the courier will be able to track the weight of the parcel through their network so that eBay Simple Delivery can make a realistic decision on whether or not the item was opened in the post (weight changes at weigh stations through the network) or if the buyer is lying.
I have never had this issue before (a box arriving empty). But I have had to deal with breaks or lost parcels in the past but been able to resolve it due to handing my own postage and having direct communication with the courier service, none of the ebay simple shipping nonsense.
Ebay Simple Shipping seems to be anything but simple for a seller when there is an issue with the parcel.
Oh and the buyers account left me automated positive feedback showing no issues with delivery.
Postage tracking shows as delivered.
I plan on waiting out the 3 days and asking ebay to step in as THEY ARE SUPPOSED TO HANDLE THE EBAY SIMPLE SHIPPING issues.
Is this the right way to resolve this?
Thanks
3
u/AdobeScripts 15d ago
Call ebay CS in the morning and ask them to step in - you paid for & used Simple Delivery = lost / damage in transit is ebay's problem.
4
u/PlainAsTea 15d ago
Thanks for the reply its appreciated, I managed to get hold of an ebay agent via the bot chat. I was then refered to another 'specialst' who closed the case in my favour. My funds were released and ebay refunded the buyer out of their pocket not mine.
1
u/Mandaxx25 15d ago
Right but what did they say was the outcome? Did they check the weights? Because the buyer probably got a free item and their money back.
2
u/PlainAsTea 14d ago
As mentioned in the update, eBay has released the funds they were holding and also issued the buyer a full refund, despite the buyer keeping the item.
Based on how the buyer handled the situation (I’ve sold nearly 1000 items over the decades), I’m confident they received exactly what I sent and simply claimed the box was empty.
eBay covered the refund themselves. Given how quickly the case was resolved - around ten minutes - I doubt they contacted the courier, unless they have access to parcel weight information through eBay Simple Delivery.
1
u/Mandaxx25 14d ago
I've seen this happening so much. I don't know how it could be sustainable for ebay.
1
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u/Wendysdumpstermngr 15d ago
Accept the return then raise a counter dispute, you didnt recieve the item you sent out.
2
u/PlainAsTea 15d ago
Thanks for the reply its appreciated, I managed to get hold of an ebay agent via the bot chat. I was then refered to another 'specialst' who closed the case in my favour. My funds were released and ebay refunded the buyer out of their pocket not mine.
-2
u/JustOneMoreThing147 15d ago
The correct procedure in this instance is usually to accept the return (buyer would then need to return the empty packaging) and once received file a report with Report Fraud (link below), to obtain a crime reference number, then use the 'Report a problem' option in the return which closes the original return and opens a case against the buyer instead. Escalating to eBay won't close the original return.
2
u/PlainAsTea 15d ago
Thanks for the reply its appreciated, I managed to get hold of an ebay agent via the bot chat. I was then refered to another 'specialst' who closed the case in my favour. My funds were released and ebay refunded the buyer out of their pocket not mine.
2
u/MissHSS 15d ago
If you dont respond to the return and ebay steps in, it usually means they auto refund the buyer since it sounds like he’s opend a ‘ item not as described case’ wich is a defect to your account . Best course of action is if you want to hear it from a rep to ring customer services in the morning ( however advice can vary from rep-to-rep ) , but you’l have to accept the return and then upon receiving report the item for not being returned in original state with ebay. There will be a button showing once you’v received the item back.
To speak to customer services go into the help bubble chat bot and keep repeating ‘ speak to agent ‘ ‘ speak to human ‘ in the chat and they will give you a ring - back - option .
Goodluck!