I thought that tracking had to show the parcel as delivered in order for a seller to be covered. I know before Managed Payments came around if a buyer opened a dispute via PayPal, the tracking only had to show as being lodged with the buyers correct PayPal address but it’s all changed now.

I had a sale on Sat 26 March, lodged parcel at the PO on Tues 29 March. I check tracking just to make sure parcels are delivered.  19 April, I lodged a query with AP as the tracking showed delayed. Buyer received the notification update from AP (I selected send tracking updates to receiver) and opened a INR dispute.

I messaged the buyer through the dispute, checked and confirmed address was correct.  Contacted eBay and asked not to close the dispute as the parcel was under investigation with AP and provided evidence of this via tracking and copied emails from AP into the dispute. EBay agreed to put the dispute on hold for 10 days.  

Day 10 came and went, and the next day without any notification whatsoever from eBay to follow up, they simply closed the dispute and refunded the buyer in full. Appealed the decision as the item was still under investigation and they said the item hasn’t been delivered so I have to refund the buyer. So I  end up with no item and -$115.00.

checked the MGB requirements for sellers and it states item must show as delivered. (See below)

was disappointed with the whole thing, but on 3 June, I get a notification from AP that the item is “out for delivery”. WTH!! Sure enough later that day,  “item delivered” .  Now this was going from Melbourne Metro to Adelaide Metro and it’s taken 9 1/2 weeks! No explanation from AP.  Funnily enough, I saw an ad on TV about how AP is delivering more and giving better service! All I could do was laugh!

i emailed the buyer and she confirmed it did indeed arrive that day, but by coincidence she had bought another jacket that day. So I’ve asked if she could send it back “Return to Sender” and she said she will so fingers crossed! I wonder how many weeks it will take to get back to me!

Deciding the outcome when the buyer doesn't receive an item

When a buyer reports that they didn't receive an item and the transaction meets our eligibility requirements, we will look for:

• Evidence of successful delivery to the address provided by the buyer at checkout, or
• Proof that the buyer collected the item.

If we determine that the item was not successfully delivered or collected:

• The buyer will receive a refund for the full cost of the item and original postage, and
• The seller may be required to reimburse eBay for the amount of the refund.

Evidence of successful delivery
We require all of the following to prove a successful on-time delivery:

• Tracking number from an integrated carrier which was uploaded to eBay and shows a carrier scan before the latest estimated delivery date;
• A delivery status of "delivered" or "attempted delivery" (or equivalent in the country to which the item was delivered);
• The date of delivery or attempted delivery;
• The recipient's address, showing at least the city/suburb or postcode (or international equivalent) that matches the one found on the Order details page; and
• Signature confirmation, on orders with a total cost of $750 or more. Learn more about our signature confirmation requirements.