Dear eBay Customer Service Team,
I am writing to request your assistance regarding three orders that were shipped using eBay’s integrated Sendal service and never arrived. I followed eBay’s procedures exactly – I printed the labels through eBay, dropped the parcels off at an approved Sendal location, and expected reliable delivery. Unfortunately, none of the packages were ever scanned or tracked by Sendal, and all three buyers received full refunds. I was still charged for the shipping costs and eBay fees, leaving me with a significant financial loss for something outside my control.
For clarity, the affected orders are:
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Order 05-12983-88100: Pokémon Gratian VSTAR card (Secret Rare, $280 AUD) – Buyer: Tracking: S39YKDW – Refund issued 7 May 2025. eBay only credited me $32.03 in fees, leaving a net loss of $247.97 AUD. (This card’s replacement value is much higher due to its rarity.)
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1985 Matchbox Ferrari Testa Rossa (New in Box): – Tracking: S3D7X2S – Sold for $30 + $13 shipping (AUD); fully refunded. I incurred a net loss of $6.21 AUD (postage label fee).
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Order 19-12962-91741: Cars Wire device – \– Tracking: SRW982Z – Sold for $22.50 + $13.25 shipping (AUD); fully refunded. I incurred a net loss of $10.39 AUD (fees and postage).
I promptly contacted Sendal about these missing scans. Their response was that, with no scan record, they have no proof of pickup and thus no liability. This outcome is unreasonable. As the seller, I had no way to ensure the parcels were scanned – I followed all prescribed steps and used the Sendal-approved drop-off. The failure clearly lies with Sende's handling of the shipments, not with any action of mine. It is unfair that I am being held responsible for this failure of eBay’s shipping partner.
In total, my direct losses from these transactions exceed $260 AUD (including refunded sale prices, shipping, and fees). More importantly, replacing the Pokémon card and the collectible Matchbox car would cost well over $1,000 AUD today because they are rare and no longer available at the original prices. This situation has caused me considerable stress and reputational damage as an eBay seller – buyers trust that using eBay’s shipping tools means reliable delivery, and this trust has been shaken by what happened.
Given that I used eBay’s recommended shipping method and complied with all requirements, I believe these losses should be covered under eBay’s seller protection policies. It sets a troubling precedent if sellers are to bear the full cost when an eBay-endorsed shipping partner fails. Therefore, I respectfully request the following actions:
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Full Reimbursement: Cover the total financial loss from these orders, including the item sale prices, shipping costs, and any fees. (At minimum, this means reimbursing the $260+ AUD and acknowledging the higher replacement value of the rare items.)
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Review of Sendle Partnership: Conduct a formal review of the Sendle integration and service standards. Three packages lost without a single scan suggests a systemic problem that threatens many sellers. eBay should ensure its shipping partners are reliable or provide appropriate safeguards.
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Confirmation of Protection: Confirm that eBay will honor its commitment to sellers in situations beyond their control. Sellers should not be penalized for using eBay’s integrated tools when issues arise from the carrier’s fault.
Thank you for your attention to this matter. I trust that eBay values its sellers and will take responsibility for this situation. I appreciate your timely response and look forward to a fair resolution.
Sincerely,
Allan
eBay Seller
