Missing parcel. Seller won’t provide any help to find it and eBay sided with seller??? Help!
I have an item that has not arrived. I requested tracking info and was told the seller did not have this as 30 days had passed. Furthermore that, since 30 days was up, they were not obligated to keep tracking details and took no responsibility from that point.
Filed a case with eBay after seller proved unhelpful, they responded to the case saying 30 days no responsibility and asked eBay to review, eBay did and closed the case in sellers favour without me getting any right of reply. I appealed and almost immediately got a message saying the original decision was upheld.
I have since then several times requested information to assist tracking down the parcel and seller has ignored all messages. Most recently when resending a previously ignored request the seller has told me quite rudely not to contact them any more and that if I do they will report to eBay. My requests have always been polite, never pushy. Like most people though, I don’t like or appreciate being ignored hence asking several times. And certainly don’t appreciate being abused.
I’m now at the point where the seller and eBay are not helping and in light of the sellers refusal to give me anything to go with I’m now seeking advice here. Is there another option to appeal further or is 30 days all you get nowadays?
Thanks in advance.
countessalmirena
·3 years agoThese resolution processes are so bot-driven that, in the absence of proof of shipment/delivery (as appropriate), it's a slam-dunk against the seller.
I'm surprised that the eBay case didn't give you the resolution, letscleanupmycupboards. Is it possible that you somehow missed seeing the option to escalate the case? (aka "Ask eBay to step in".)
At any rate, the PayPal resolution in your favour is an excellent result.
papermoon.lady
·3 years agoIt was just too late for eBay, Countess.
I don't even know if they (I mean a human) looked at the case or if it was automatically closed because it was too late.
letscleanupmycupboards
OP3 years agoCountessalmirena the seller asked eBay to step in almost immediately after I had sent the first lot of info and opened the case. Almost immediately they declined and closed the case. Same when I appealed.
papermoon.lady
·3 years agoYou should definitely win a PayPal dispute.
The seller says in the listing that he will send via registered mail, responded to your feedback saying the same, but never provided you with tracking and didn't keep any records of tracking after 30 days. How odd.
letscleanupmycupboards
OP3 years ago@papermoon.lady I can’t see any feedback response on my end using the app. He said he felt he had grounds to have my feedback removed as malicious (it was entirely factual and based on his lack of help despite asking multiple times)
I’m unable to view that reply as every time I go to look it redirects from web to app.
At the end of the day I just want the item or the ability to find it. Not too much to ask I feel.
papermoon.lady
·3 years agoI am using a laptop and this is the response I see:
Pretty simple, this fellow tried to scam me, sent registered with signature required, after 7 weeks he contacts me blah blah, all rubbish, was polite etc but he still tried it on to get money out of me, I said no ( naturally) so he started a case against me and eBay investigated and ruled in my favor, so yes I could get this removed but have left it so anyone reading my feedback knows, I am honest and send items by registered post, natural if any problems occur please contact me asap. Cheers
*sons_n_daughters*
·3 years agoThe reply to your feedback:
"Pretty simple, this fellow tried to scam me, sent registered with signature required, after 7 weeks he contacts me blah blah, all rubbish, was polite etc but he still tried it on to get money out of me, I said no ( naturally) so he started a case against me and eBay investigated and ruled in my favor, so yes I could get this removed but have left it so anyone reading my feedback knows, I am honest and send items by registered post, natural if any problems occur please contact me asap. Cheers"
Edit: Snap Papermoon!
*sons_n_daughters*
·3 years agoAs it appears the ebay dispute is closed, then definitely open a PayPal dispute. If the seller hasn't provided tracking, then they will lose as soon as you escalate the case to a claim. They are probably sitting back feeling quite smug because you weren't refunded by ebay, not realising that you paid via PayPal so can still open a dispute there.
If for some unlikely reason the PayPal dispute fails (keep a close eye on it each day and escalate as soon as the option is available), the you have the option of a credit card chargeback. DO NOT initiate a chargeback until PayPal has failed.
letscleanupmycupboards
OP3 years agogutterpunkz05
·3 years agoHi there,
Not covered by MBG, as 30 days since last estimated delivery date has expired.
Appeals are automatically closed if no new evidence is provided with the appeal.
Nothing more to be achieved via ebay.
letscleanupmycupboards
OP3 years agoThere was no option to add further info to appeal.
gutterpunkz05
·3 years agoAppeal eBay's decision about a return or missing item for buyers | eBay
*sons_n_daughters*
·3 years agoIt sounds like the OP appealed and it was denied.
springyzone
·3 years agoDon't worry about your ebay feedback or the seller's, for that matter.
Feedback is just a nice little add on extra but it is a side issue.
All that matters is you did not receive your item.
Ebay appeal is finished, you're not going to get anywhere, you've done your best there.
Go straight to paypal now. Open your claim. Item never received and seller could not supply details of any tracking number, despite claiming he would send the item that way.
What happens then (if you are not given an automatic refund, which I think you probably will be) is that the system will generate a cut off date, a date by which you'll need to have either resolved everything with the seller or else proceeded to a claim. Likely to be about 2-3 weeks away.
It will give the seller time to reply. In fact, the dispute will say-waiting on seller's reply.
The seller will then need to reply with details of the tracking number, when posted etc
If they respond with what they said to you-that they have no tracking number etc after 30 days, then basically there is no proof they posted anything, is there?
Your reply to that is you have not yet received your item and you requested the tracking number several times but have never been given it. Could they please supply evidence it was ever sent or delivered as you never got it.
Don't let the claim time out, jump in to claim the refund before the closing date.
But I really think you'll probably get an automatic refund. Please let us know how you go. Good luck.
letscleanupmycupboards
OP3 years agoSpringyzone it’s not much to expect to get a little info. I realise that once posted things can go wrong and if it’s gone missing and was indeed sent registered then that’s a post office issue to assist with. However the seller isn’t helping himself by being so defensive or aggressive towards me and obviously doesn’t realise that failing to assist the post office to locate it means I have no other option but to go back to him via PayPal now.
papermoon.lady
·3 years agoYes, deliveries sometimes go wrong, that's why sellers should always include tracking info when available, particularly if they don't intend to keep it themselves after 30 days.
Australia Post can't help without tracking number. The item could have been delivered to the wrong address for some reason, or it could still be at some post office.
Once I notified a seller that a parcel had not moved for 3 weeks, so she asked at her local post office on the same day, and the parcel was scanned in Sydney (Chullora) within 2 hours. If I had not had the tracking number or if I had not asked, it might never have been delivered.
springyzone
·3 years agoI agree, a lot of problems could be at least lessened with a bit of communication.
With online purchases though, the bottom line is that the item needs to arrive, even if it runs a bit late.
If it doesn't, then the seller should be trying to help locate it.
What I find odd is that anyone would not keep the tracking details for anything posted where the item had not yet been delivered. For sellers, it would seem to me to be a form of insurance to keep those details filed even after a delivery.
I'm interested in how this pans out. Please let us know how you go with the Paypal claim.
PS. Just went 'back' to look at thread and noticed there had been replies I had not seen. For some reason, the threads are not showing replies in chronological order on the last few pages. Not when I first post. I just noticed there were further posts later & you said you got a refund. Excellent, thought you would.
letscleanupmycupboards
OP3 years agoSpringyzone went in and lodged through PayPal and provided all the screenshots and they closed in my favour immediately so alls well that ends well.
Thanks for the help.
padi*0409
·3 years agoExcellent news, well done Paypal.
papermoon.lady
·3 years agoI really, really hope we will still be able to use it after July this year!
imastawka
·3 years agoWell, well, well now.
Won't that seller get a nice surprise!
letscleanupmycupboards
OP3 years agoImastawka I was actually amazed how they handled it. I was expecting to have to send everything and wait for the seller to respond.
*sons_n_daughters*
·3 years agoThat really is absolutely fantastic news!! Well done! All the seller had to do was upload a tracking number showing it as delivered, but they either couldn't, because they didn't actually have a tracking number, or they point blank refused. Regardless, they lost and there's nothing now they can do about it.
letscleanupmycupboards
OP3 years agoAnd another interesting point is the estimated delivery date keeps changing. So even a week and a half ago I looked on the order and it still specified 26th February to 1st March as the eta. When I look today it’s saying estimated delivery between the 8th and 13th March? Why?
padi*0409
·3 years agoIf the original ETA was 26th Feb - !st March then I don't understand why eBay denied your claim at all. Maybe try calling them again and ask for a supervisor ASAP into the chat and point out they are going against their own policies in the MBG.
DON'T go the Paypal route until you've exhausted the MBG side of it, or else goth disputes will be closed on you.
As to the different ETA's now, I can't explain that one.
springyzone
·3 years agoAre you looking at the original ad you actually bought from? The seller hasn't a second identical item up for sale? That's all I can think of if you are seeing later delivery dates.
As far as the seller goes, I hear your frustration. I would expect any half way decent seller to answer your messages at least in the first instance, to give you some peace of mind as to when and where posted etc
From now on in, you need to forget that avenue.
It doesn't sound as if you will get anywhere with ebay if they keep saying it is over 30 days.
You can go the paypal route, definitely. Paypal isn't just for ebay purchases, it is for any purchase where you used paypal.
If ebay MBG bombs out completely, then you can go into your paypal account (Definitely not both together though), look up the account part in paypal which lists purchases and click on the link there, I think it says something like report a problem or other actions.
Here's the good news. If you have maybe never made a paypal claim or none recently, you may well be awarded a refund automatically, on the spot, when you claim item not received.
This is what happened to me this week-not in a claim of my own, but my sister in law was making a claim on some shoes (bought early Jan, where seller kept saying they were on the way, tracking number given but not in the system). I was helping her and I think we were both surprised when the refund was immediate, without the seller given right of reply.
So I have every confidence you will get a refund from paypal if ebay is a no go. Good luck!
papermoon.lady
·3 years agoI was thinking exactly the same, springy. The ETA will change in the original listing if the seller is still selling the item (if the seller has more than one), but it should not change in the purchase history.
padi*0409
·3 years agoThe seller has no current listings and in completed listings it's showing the later ETA's for the medals the OP bought.
"Confusion reigns"
letscleanupmycupboards
OP3 years agoEBay has refused under their money back guarantee and I appealed and that was declined (got a message saying case closed and original decision upheld) so I’m guessing as far as eBay is concerned it’s done? Is that what you mean? The eBay case has to be closed to open a PayPal case? I have a full trail of messages from the seller.
im looking at the original ad yes. Seller has no active listings and was a one off. It changes daily.
letscleanupmycupboards
OP3 years agoShould I cease all attempts to resolve this directly with the seller? Can they lodge a formal complaint to eBay about a message asking for information on a parcel?
Part of me likes to believe in people a bit too much but another part of me (especially now since the seller has been downright rude to the point of abuse/harassment) just wants to push back.
Do you just go via the original transaction in PayPal or is it better to go through my bank as it was paid via credit card?
padi*0409
·3 years agoDon't bother with the seller any more just open a dispute with Paypal, if that fails for some reason then try the chargeback route.
padi*0409
·3 years agoWith eBay's MBG it's always been 30 days from the final ETA of the item.
Perhaps Paypal's Resolution Centre if you paid that way - they give 180 days from the date of purchase.
letscleanupmycupboards
OP3 years agoThanks padi. It’s been a very very long time (years) since I’ve had an issue I needed to resolve via eBay. I always thought it was longer than that timeframe.
I wasn’t aware you could go via PayPal for help since eBay stopped using them instead of the new managed payment into bank accounts started. If that’s the case I’ll look into that.
It’s mind boggling that a seller would flatly refuse to provide even basic info like date of posting and description of packaging and go as far as threatening me rather than help.
padi*0409
·3 years agoIf it's the medals then I'd suspect they sent them by letter and have no tracking despite claiming they sent with signature on delivery. Which will work in your favour if you open a Paypal dispute.
papermoon.lady
·3 years agoYes, sellers are not paid into their PayPal account any more, but if you used PayPal to pay you can certainly still open a case.