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Apparently my order was split into two deliveries (without tracking). What do I do if one of the deliveries doesn’t arrive?
Summary: wird-ollas-leiwand-oida described a problem with an order of razor blades that was split into two deliveries. Although the first delivery arrived, the second one is missing and no tracking was provided. perfect-sally advised opening a request for the item not received, while melina@ebay explained that a return could be initiated. After another exchange in which the seller said they were not responsible, it was pointed out that eBay could be brought in if the issue is not resolved.
Hello,
I can't find any information about this, maybe I missed something. When I want to open relevant forum posts via G's search engine, eBay shows the message that the page is no longer available. I'd be grateful if someone could help me briefly.
It's about six packs of razor blades. Right after the purchase I pointed out to the private, domestic seller that I had deliberately ordered the item (three packs as a set) twice, meaning six packs, and that he should please keep that in mind when shipping. Yesterday a large envelope arrived, sent by regular mail, but it contained only three packs. So I asked him about it and he replied that I would receive the other three packs separately... I'll believe that for now. In my customer account, the order only says that I ordered the item twice and that the seller shipped without a tracking number, so not even with basic shipment tracking, although that's free as far as I know. The shipping costs were only 2.70 euros in total.
My question is: since the estimated delivery date has passed (the postman was here earlier, without the second partial delivery), should I report the item as not received and explain to eBay that it's about the second partial delivery, or is there some way to click that it's only about the second delivery? Or should I start a return and state that the order is incomplete? But it also says that returns are excluded for this purchase.
Thanks if someone can help me.
melina@ebay
Mentor3 weeks agoHello @wird-ollas-leiwand-oida
Thanks for the question. It's about an item in a 3-pack that is assigned to one order number. In the event of an incomplete delivery, you can therefore open a return and specify the relevant reason (not complete). From tomorrow on, you should be able to open the return without any problems. Feel free to get back to us if you have any further issues.
@perfect-sally Thanks for the support.
Best regards
Melina
wird-ollas-leiwand-oida
OP3 weeks agoThanks for your prompt reply and help. @melina@ebay
Good, then I’ll do it that way. However, as perfect-sally wrote, I’ll wait until Monday inclusive, because the second delivery might still arrive after all. Regular mail is bundling more and more shipments, and on some days I receive a whole stack of letters (movies I buy on eBay) or, like today, nothing at all.
melina@ebay
Mentor3 weeks agoOf course. It’s quite possible that the partial delivery will still arrive. If not, you can simply open a return. I wish you a lovely weekend.
Best regards
Melina
wird-ollas-leiwand-oida
OP2 weeks agoI opened a return now on the grounds that the delivery is incomplete. The seller wrote to me that it's not his fault, and that was it. Do I now have to wait three days before I can involve eBay, or what?
perfect-sally
Mentor2 weeks agoYes, the consolidation phase has to be waited out before eBay can step in.
And even if the seller can’t help it a hundred times over, he has to deliver the paid-for item to you or refund it.
That’s not what customer-friendliness looks like. He could have sent out another item long ago.
wird-ollas-leiwand-oida
OP2 weeks agoThanks for your reply.
Alright, then I'll wait.
He or she meant that I should have specified that I wanted it sent with a tracking number. The so-called basic shipment tracking from Deutsche Post is free anyway, so why do you have to mention that separately when buying? Or maybe he/she was referring to a tracking number for the expensive parcel shipping.
Well, it'll sort itself out somehow.
wird-ollas-leiwand-oida
OP2 weeks agoTo my surprise, I received a refund last night. The postman was here again a little while ago with a stack of letters (films), but without the supposed partial delivery of the razor blades. But the matter is settled now.
Thanks again for your help.
perfect-sally
Mentor3 weeks agoIf you do NOT receive an ordered item, then of course you don't open a return! What are you supposed to return then?
For the item that didn't arrive, you open a request for an item not received. You can surely see both purchases and for the one that didn't arrive, you open the request.
wird-ollas-leiwand-oida
OP3 weeks agoThanks for your quick reply.
The AI of the search engine (Google) spat out, among other things, something about the return, which is why I asked.
In my customer account, the order is listed as a single order and it says "2x" because I ordered the item twice.
I still can't see anything when I click on 'Not received', because I can only report the item as not received starting tomorrow, Sunday. The mailman was here earlier as mentioned, so today on Saturday, but without the supposed second delivery. So is it possible to click something like 1 of 2 didn't arrive? I've never had anything like this with such strange partial deliveries without a tracking number, and only when I asked was I told that it was two shipments.
perfect-sally
Mentor3 weeks agoWe’d best ask an eBay employee how to go about it. And you should maybe wait until Monday until the postman has been there. It can happen that when 2 letters are sent at the same time, one arrives promptly and the other is delayed.
@melina@ebay could you please take a look at how to proceed best there? Thanks