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Case closed as "Delivered" but tracking clearly shows package was Returned to Sender in Australia
Summary: flostified seeks advice on how to get a human review for a closed eBay case where an item was marked 'Delivered' but was actually returned to the seller in Australia instead of being delivered to Germany. The automated system closed the case against them, and an appeal was rejected. melina@ebay from eBay explained that the case was closed in favor of the seller since there was no fault from their side, and further escalation is not possible. However, they will contact the seller to encourage a refund.
Hi community,
I need advice on how to get a human support agent to manually review an Item Not Received case.
Order Details:
Item: Adidas Gazelle Gucci
Order Number: 01-14685-32093
Tracking Number: EY120324215AU (Australia Post)
Delivery Address: Konstanz, Germany
Returned / Delivered Location: South Yarra, VIC, Australia
What happened:
1. The package was shipped from Australia to Germany.
2. On June 3, the local postal carrier marked an "Unsuccessful delivery - Address issue" in Germany and initiated a Return to Sender.
3. On July 7, the tracking updated to "Delivered" in South Yarra, VIC, Australia (the seller's location).
4. I reached out to the seller multiple times offering to pay for re-shipping, but they have completely ignored all messages.
The Issue:
I opened a case on eBay, but the automated system saw the word "Delivered" and closed the case against me, even though the delivery took place in Australia rather than my address in Germany. My appeal was also rejected automatically.
Now the case is closed, the seller has both the money and the shoes, and I cannot open another case through the Resolution Center.
What is the best way to escalate a bot-closed "Return to Sender" case to an actual eBay representative who can inspect the destination address versus the delivery location?
flostified
OP1 month agoTo add here (as you can "maybe" see in my messages to the seller): We discussed that he will re-sent the item on my own cost, but since the item was returned and the money on his bank account, he stopped to reply at all!
flostified
OP1 month ago · EditedThanks @melina@ebay
According to your comment "The recipient could not be found at the address on the shipment." is ridiculous in my view, because the address I shared is a Delivery Center which receives hundrets of packages a day. The courier came outside the opening hours after 7 PM, when the shop was already closed.
From my interpretation the courier was to lazy to deliver the package at the following day and this is why he flagged the package as "recipient could't be found".
melina@ebay
Mentor1 month agoHello @flostified . Thank you for reaching out to us about your case.
I’ve reviewed the details for you. According to the tracking history , the seller made a delivery attempt. According to DHL, the item could not be delivered for the following reason:
"The recipient could not be found at the address on the shipment."
In such cases, we have to close the case in the seller’s favor, as there was no error on the seller’s part.
We have already rejected your appeal, as the original decision was correct. You can only submit one appeal per case. Unfortunately, no further escalation is possible.
I’ll support you and contact the seller regarding the refund. As a rule, our sellers respond when we ask them to. Thank you for your efforts to resolve the case, and I wish you all the best.
Thanks for the tag @meinehexe11
Best regards
Melina
meinehexe11
Mentor1 month agoHi there, hi there
@melina@ebay could you please take a look?