Tracking shows item delivered but never received

[veschaurasiy-0]

Recently, I bought a brand new Samsung Galaxy S8 from ebay. tracking shows item delivered but we have never received the item. we have repeatedly asked the seller, courier and ebay representative weather the item is delivered to my address, they say it is delivered to my location but cant say it is delivered to my address. tracking shows only the name of suburb not the address. upon investigation, AU post says item delivered to my mail box, but how can they deliver to mailbox which is always locked? we have asked ebay to send us proof of shipment but they say they have no idea instead we have to ask with the seller. we have asked seller about the proof of shipment to our address, first he said he had written right address  but later he stopped responding rather he opened a case. According to an ebay representative, based on the tracking, we are highly unlikely to win the case. we are more than sure that, there is not fault from our end, this may be a fault from delivery driver or seller might have written wrong address. Our building has 24/7 CCTV surveillance and we can prove that none of us received the item. but the problem is that ebay representative are not getting this fact, they are just repeating their written scripts that if the item shows delivered to the suburb that means it has been delivered to the address. this is weird.  Ebay claims, they offer buyer and seller protection but what sort of protection is this? this is a **bleep** company ripping off people in the name of buyer's protection.  

[r00bz1]

Express post from Melbourne to Sydney.

[lyndal1838]

It sounds like you should have it by now.....have you contacted the seller yet?

[r00bz1]

I've attempted to contact the seller but no luck.

Since I added to this thread there has been 4 new negative feedbacks emerge on the sellers feedback page from buyers who have also purchased new Apple Iphone 8  from this seller. Negative feedback comments indicate item (iphone8) has not arrived and no tracking information was provided. This is how things started for me. Only with 1 day remaining on the ebay case seller updated dispute case with tracking information. Australia Post can only tell me it was delivered to some address in a nearby suburb (They don't have record of the exact address the satchel was delivered to). It could have been an empty satchel or satchel with random small item delivered to a any residence and that seems to result in the 'Item delivered' status appearing on the Australia Post tracking system.

Australia Post also tell me it was scanned at the destination mail processing centre. That means the item was dropped off into a street/curb mailbox. Not sure if a bulky Iphone 8 plus original packaging box would fit into the mouth of the mailbox.

[*tippy*toes*]

Is the seller in Australia or China?

[r00bz1]

Australia

[r00bz1]

For high value items that are over $750+ does Ebay and Paypal require signature confirmation on the parcel?

[digital*ghost]

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@r00bz1 wrote:

For high value items that are over $750+ does Ebay and Paypal require signature confirmation on the parcel?

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Yes - and the amount includes postage, so if the item is $650 with $100 postage, the seller needs to use SOD to be eligible for seller protection.

PayPal will also require the seller show proof of the delivery address - this can somtimes be just a postal receipt with the postcode, rather than the full delivery name or address, though.

If a payment is funded with a credit card and a chargeback is able to be initiated, the requirements for proof of shipping are usually more strict for the seller to be eligible, and they would generally need to provide proof of the exact shipping address the package is sent to (anecdotally, at least). 

[r00bz1]

thank you for your response. Much appreciated. So is the SOD just for Ebay or is it for Paypal as well?

Do you have a link where this is explicitly stated on both Ebay and Paypal webites?

I can see how scammers get around the poof of delivery address where Paypal is used as the payment method. The scammer would simply just send an empty satchel to a random address in the neighbourhood and that will satisfy the requirement. 

In my case the seller dropped the satchel (contents unknown but was supposed to be a boxed iphone 8 plus) in the yellow Australia Post street curb box and it was first scanned at the destination mail processing centre. This is what I was told by Australia Post. 

Also, more buyers of high value new items (Iphone 8, Samsung Note 😎 are leaving negative feedback for this scamming seller for not receiving their phone. It's blatantly obvious the seller is scamming people and he will probably continue to get away with it. I just wish I could talk with someone other than the ebay customer service representatives who don't seem to acknowledge that this is an elaborate scam. I just get the, "but sir, tracking information says it was delivered". 

If the Ebay fraud team ever see this message please contact me. Wishful thinking I know but worth a shot.

[digital*ghost]

On eBay, under the full policy, it states:

"If asked to step in, we review the information provided by the buyer and seller for evidence of successful on-time delivery to the buyer. We require proof of signature to confirm delivery for items with a total cost of $750 or more."

https://www.ebay.com.au/help/policies/ebay-money-back-guarantee-policy/ebay-money-back-guarantee-pol... (expand "read our full policy", then expand "When a buyer doesn't receive an item").

I can't find it on PayPal's user agreement under the seller protection policies, I know it used to be there but it's not mentioned in the current policies. 

That being said, the seller's shipping method (if a pre-paid satchel) will not have provided them with valid proof of shipping by PayPal's standards, because they wouldn't even have a receipt showing the delivery suburb (that can only be obtained when purchasing postage over the counter) let alone documentation proving the delivery address is identical to the one you provided. If the parcel was not a pre-paid satchel, then the delivery address will have been recorded and that documentation will only serve to disqualify them from protection if they sent it to a random address.

If you open a dispute, I'd probably suggest you start with eBay. If that fails, then go to PayPal - things change often so you may want to get confirmation, but as far as I know the current rules are you can open a PayPal dispute after having opened an eBay request, but you can't open an eBay request if you've opened a PayPal dispute. 

ebay does tend to handle high-value claims a little more shrewdly, so I would like to think they are unlikely to find in favour of the seller on the basis of a tracking number, delivered status, and postcode, but it may require a phone call to make sure. 

[r00bz1]

Thank you for this information. I will keep this thread updated on progress of my case.