Buyer is not collecting item from post office

[beachandbarn]

Hi,

I'm in Australia. I recently sold and sent an item on ebay to Italy. Buyer put an ebay claim in for "item not received" despite tracking indicating two attempted deliveries. The buyer claims the tracking details are "wrong" even though the tracking is clear. I've explained a few times that the tracking is correct and the buyer needs to collect the item from the post office. Is there anything more I need to do for this? Contacted helpdesk and they can see the tracking details as clearly as I can. This stalemate appears to put a hold on further sales at the moment.

[repentatleisure1952]

There should be an option for you to enter the tracking into the case... I would do this.

Perhaps some others will be along to offer more suggestions.

[siddieswans · Accepted solution]

I am sure you have learned the most important lesson from this - don't sell to Italy! I sell Internationally but there are (at last count) 139 counties I don't sell to, and Italy would be close to the top of the list. I assume you have entered the tracking number in  the dispute. That's the most important thing. Then ONLY reply to the buyer through the dispute - I assume you have pointed out, probably several times, that the parcel is waiting for the buyer to pick up at the Post Office.

A buyer and seller generally have 21 business days to try and settle a dispute - the buyer of course can ask eBay to step in before that. If after 21 business days the buyer has not closed the case themselves you can ask eBay to step in and close it in your favour. This of course they should do if the tracking shows that delivery attempts have been made, and the the buyer has been notified (by you through the dispute) that they need to go to the post office to collect it.

Sadly eBay sometimes has a mind of its own but right looks to be on your side, so good luck. (And change your Selling Preferences for the future.)

[sugar249]

As others have said make sure the tracking is entered,  but was the correct address and format used, and thats why they cant find it.  Just a thought, as if you have hand written the label this could be a problem. plus they use different formatting.  So it could be at some other location.

See formatting below, and if you throw in Unit numbers, floor levels, etc, it can get interesting.   

For Italian addresses:

• The recipient’s surname is usually written before the first name
• The door number is usually stated after the street name on the second line
• The postcode is stated first on the third line, followed by the town, then the two-letter abbreviation of the province
• Please write 'ITALY' in capital letters on the last line of the address

Example:

Rossi Giovanni
via Garibaldi 27
47037 RIMINI RN
ITALY

[shedshite]

I never buy or sell to Italy. Never sell to Russia either.

[domino-710]

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@sugar249 wrote:

Example:

Rossi Giovanni
via Garibaldi 27
47037 RIMINI RN
ITALY

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Having resided in Italy - this would be delivered.

Giovanni Rossi

27 Garibaldi Street

Rimini 47037 RN

Italy

They have been doing it for decades.

[beachandbarn]

Thank you all for your replies.

We entered the tracking details in the dispute and have advised the buyer the parcel is waiting for him at the post office.

[love_of_cars]

I definitely have had a few delivery problems to Italy over the years but they are usually customs issues, despite me following the correct procedures as dictated by AP.

If the item is undelivered then it will come back to you in 2 to 3 months (by sea, I presume), as all mine did.

When the lockdowns ended I changed my eBay selling to only AU, NZ, UK and the US.  I don't want to deal with delays and customs issues relating to Europe on eBay and risk the negative feedback, but I sell lots of my prints to Europe via my website.

[etb321]

My girl learnt French. I asked why and she said 'it's the language of love'. Without thinking I suggested so is Italian and got the look. I'd suggest the buyer has purchased elsewhere or has moved on, either way he lost interest in the item and is looking for a refund. He would have been better off opening an INAD case.  Since he's gone with INR, dispute it, being sure 

to highlight the location of the package and the delivery attempts. Hopefully the postcode of the post office and the buyer are the same. 

On the customs paperwork, in the event of delivery failure,  did you tick the box for the item to be returned or be discarded? 

Block Italy, Block the buyer.