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Case decided in favor of the buyer despite proof of delivery with signature provided
Summary: parfumkarawane reaches out to the eBay team regarding a case in which a buyer received a refund even though there is proof of delivery with a signature. parfumkarawane asks for an explanation of why the proof was not accepted and what additional information might be needed. In addition, parfumkarawane wants to know whether the case will have a negative impact on their seller statistics, and asks for the buyer’s account to be checked for repeated irregularities. A final statement from Hermes is expected.
Dear eBay team,
I am contacting you regarding the order 16-14972-93411 and the associated case concerning an allegedly not received item.
I understand that eBay issued a refund to the buyer because the proof of delivery I submitted was apparently not accepted as sufficient.
However, I have a proof of delivery with signature in my Hermes Business Account. This shows that the shipment was delivered to the address provided for the order and receipt was confirmed by a signature.
Of course, I have already asked Hermes for clarification of the matter. However, experience shows that processing such inquiries takes time, and so far I have not yet received a final result from Hermes.
I would therefore like to ask you for a more detailed explanation of why the proof of delivery from my Hermes Business Account was not accepted in this case and what specific proof would have additionally been required.
I would also like to know whether this case will have a negative impact on my seller statistics, my service status, or other performance metrics on my eBay account. I always strive for reliable shipping and good customer service and want to avoid having a case counted against me negatively, even though there is a proof of delivery with signature and the matter is still being reviewed by Hermes.
The current situation is also causing me concern, as it theoretically creates the possibility that a buyer could say they did not receive the goods despite documented delivery and then receive a refund.
I therefore kindly ask eBay to review the process again and — insofar as this is within your capabilities — also check whether there have already been similar cases or irregularities involving the buyer in question. If buyer protection has been used repeatedly or abusively in this regard, I ask that this be taken into account accordingly when assessing the case.
As soon as I receive a final statement from Hermes, I can of course also provide that.
I therefore ask you for a concrete response,
why my Hermes proof of delivery with signature was not accepted,
which proof of delivery eBay specifically requires in such a case,
whether this case negatively affects my seller statistics or my service status,
and whether the process or the buyer account can be checked for possible repeated comparable cases.
Thank you for reviewing this again and for a concrete reply.
Kind regards
Valerii Kozhevnikov
meinehexe11
Mentor2 weeks agoHey, hey.
@verena@ebay could you please take a look?