Sendle not asking for signature even when selected, resulting issues with item not received.
We use Ebay to print all labels. When we select Sendle, signature on delivery is automatically selected. When selecting Aust Post, we have to tick a box to add signature, which costs $2.95, which we always do. I just received a payment dispute for item not received. A quick check through message history shows the buyer definitely did receive it as he sent us 9 messages over 5 days saying he just started the PC for the first time, asking various things about configuration it etc, proving he received it. However, on the tracking it show delivered 'left in a safe place', even though it should not have been left. Ebay are of course asking for proof of signature which does not exist.
Is Ebay likely to side with the buyer because of no signature, even though the messages prove he received it? To me this seems absolutely absurd if so.
sugar249
·2 years agoHang, confusion is setting in for me. Not unusual, but it happens when the story changes.
Initially you said tracking showed as left in safe place. Now you are saying that you have a picture of the guy or at least someone taking delivery. It cant be both, a picture of someone taking delivery is as good as a signature,, in fact even better (and would be marked as delivered), whereas as anyone could sign it, even the delivery person.
Ok, help with my confusion please.
cam-2793
·2 years agoI frequently get parcels handed directly to me and when the delivery notification comes through it states " left in a safe place" and am rarely required to sign when signature is required.
kermit2023
·2 years agoIf it was me (and thank god, it’s not *phew*) in the dispute box I’d be writing something like:
Message received from (buyers name) on (date) at (time) confirming receipt of item number: (your sale that’s in dispute) asking blah blah blah (very short description)
and then do this for every message from that buyer.
If these email times are dated after receipt of the said purchase, then surely that could be proof enough. (Blind Freddy would agree, I’m sure)
Good luck with it all.
shoaltech
OP2 years agoYes that is exactly what I'm going to do. All the messages from him are after the delivery time and I will put the times/dates on there. I have asked Sendle for proof of delivery and they have sent it to me including a photo which shows both package and also the guy (not his face but he is right there clearly accepting the package). Surely this will be enough. If Ebay don't cover me with Seller Protection here I will almost certainly quit Ebay.
padi*0409
·2 years agoSince the problem is with Sendle's processes surely it would be easier to stop using them instead of closing down your eBay account.
shoaltech
OP2 years agoSo I received a reply from Ebay this morning. They completely ignore the fact that the buyer has sent several messages acknowledging they received the order. I got the usual "please respond to the request in due time..." rhetoric.
I replied immediately pointing out that this is a clear case of fraud and should be treated as such. Regardless of what happens with the chargeback, I should be covered under seller protection.
shoaltech
OP2 years agoUpdate: I received a reply almost immediately from Ebay which was pretty much a copy and past of the previous message and completely ignored the fact the buyer had confirmed delivery.
gutterpunkz05
·2 years agoThe problem with messages, is that it can be very difficult to prove who sent them. I would be getting whatever proof of delivery you can, from sendle and forwarding to ebay.
Evidence of successful delivery
Tracking information from a carrier that shows all of the following:
twyngwyn
·2 years ago...just direct eBay to check your messages (and any feedback they might have left)
shoaltech
OP2 years agoYes I've done that. I've been told that the team that handles this type of thing will be in touch in the next 48 hours. One thing I fear is that Ebay typically goes 'by the book', and even though it is completely obvious the buyer has received it.
domino-710
·2 years agoYou have the proof - don't let them ' fob ' you off.
gutterpunkz05
·2 years agoHave you asked sendle for proof of signature. While not specific to sendle, since covid, I continue to have items dropped in safe place, photographed in situ and signed for by the delivery contractor.
shoaltech
OP2 years agoI haven't spoken to Sendle directly as the issue is that the courier (Couriers Please) have not obtained a signature which is what Ebay will ask for due to the high value of the item. Here's what I think has happened:
Over the course of the first month, the buyer realised that what he purchased wasn't up to the tasks he wanted to do (very high level gaming) - > He bought one of our cheapest PC's. Having gone past the item return period, he has decided to file a payment dispute, probably aware of the signature requirement for high value items.
However, surely Ebay cannot possibly side with the buyer given all the messages where he very clearly states he has the item.
twyngwyn
·2 years agogutterpunkz05
·2 years agoPayment dispute, do you mean the buyer has lodged a charge back, with their bank. As I gather they were out of time for a MBG claim. If so ebay will be merely forwarding your response to the buyers bank, who will be responsible for deciding the claim.
springyzone
·2 years agoThis!
I have found exactly the same lately.
I've had quite a few parcels come that clearly show they are to be delivered with signature yet they haven't been.
I presume the carrier would have to have photographic proof of delivery though or they have not met their obligations.
Shoaltech, I'd be getting sendle to provide that proof. Get onto them and outline the problem, that you have a buyer claiming non delivery of a very expensive item and you want answers as it was supposed to be signature on delivery.
Gutterpunkz has explained that your response will be sent to the buyer's bank to decide the claim. You only get one shot at it so I'd be trying to get a document from sendle as well as attaching the messages from the buyer. Good luck.
padi*0409
·2 years agoI will not buy from sellers using Sendle, due to many problems with them in the past.
If you want to save a few dollars in postage and use them, I guess that's your choice.