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Buyer says they did not receive the item
Summary: The discussion focuses on a buyer claiming not to have received the goods they purchased. Several participants, including weltweit222, perfect-sally, vera@ebay, and elke@ebay, are involved, but the content of their specific exchanges is not detailed in the provided information.
Dear community,
my buyer says he did not receive the goods (insured shipping with Hermes) even though there is a delivery confirmation from Hermes. He claims that the company wasn’t even staffed on Saturday, so delivery couldn’t have taken place anyway. In principle, I believe him, and I can also imagine that the occasional Hermes delivery driver may be up to mischief. But now the buyer has opened a case regarding an item not received, and eBay is withholding the amount. Unfortunately, I can’t get any further with Hermes, because they are taking the position that the goods were delivered. I also can’t file an inquiry, since according to Hermes the goods were delivered, and of course the insurance doesn’t apply either, because the goods weren’t lost but delivered.....
Do you have any idea how I can proceed? Or how I can contact eBay about this? Unfortunately, my problem doesn’t come up with the bot either....
elke@ebay
Mentor2 months agoHello @weltweit222 ,
many thanks for your post.
As I see it, the resolution period with your buyer has not yet expired, so you should definitely try by tomorrow to find a solution with your buyer (refund, replacement shipment, etc.).
An inquiry with the shipping provider can also be submitted (by the sender) if the tracking shows successful delivery, but the shipment has not arrived with the recipient.
Regarding shipping insurance, the shipping provider is also your point of contact.
If the resolution period has expired, your buyer can contact eBay and request a refund, which may under certain circumstances have a negative impact on your service status with eBay.
@bootyooty thanks for the mention.
Kind regards
Elke
vera@ebay
Mentor2 months agoHello @weltweit222,
many thanks for your post.
Your buyer only opened the case yesterday because the item wasn’t received, and therefore the 3-business-day settlement phase is still running here. In principle, though, you do have valid proof of delivery. I recommend that you contact us again after the 3 business days have passed so that we can process the case for you.
@perfect-sally many thanks for tagging 🤗
Kind regards
Vera
perfect-sally
Mentor2 months agoYou have a tracking number and proof of delivery. Has the buyer already submitted a request? Enter the tracking number again there as requested.
Please provide the item number and an eBay employee will take a look.
@vera@ebay could you please be so kind? Thanks 🙂
weltweit222
OP2 months agogood morning, thank you very much for taking such good care of things....
it was the eBay item number 287221428023
so far nothing else has changed with the shipping status.
shipment was delivered according to the delivery status
a loss or damage report cannot be made with Hermes because the shipment was properly delivered to you
but the buyer opened a case right away for an item not received.
money was withheld by eBay
thank you very much and best regards from Hamburg
bootyooty
Mentor2 months agoHi,
@elke@ebay ☕️ see if the deadline has already passed.