Locked
Antworten können hier nur von erfahrenen Mentor*innen sowie der Person verfasst werden, die die Frage gestellt hat.
Hermes shipping number assigned twice
Summary: nitanowa reported a problem selling a handbag on eBay, where Hermes mistakenly assigned the tracking number twice, causing the bag to be delivered to the wrong address. Despite efforts to clarify the incident, nitanowa only received responses from an AI assistant and had no way to upload the shipping receipt. Another participant, elke@ebay, accepted the appeal and announced that nitanowa’s money would be released soon, which is to be confirmed by an automated email. An additional request was made to an eBay employee to review the case.
I sold and also delivered a handbag. I got the QR code through eBay and used it as well.
The buyer contacted me a few days later and told me that the item was supposedly delivered, but that she had not received it. I told her that I had shipped it properly and also sent a screenshot of the shipping label. She then opened a case, did some research, and found out that Hermes had assigned the same tracking number twice and that the bag had been delivered to a woman in Berlin.
In the interface that was shown to me after the case was opened, I had no option to upload the shipping label, since the item showed as "delivered".
We both did our best to contact eBay by other means and explain the case. Personally, I wasn't able to reach a "real" employee, only the "AI assistant". So then I had to wait out the deadline within which I was supposed to resolve the matter with the buyer. After that, I explained the case to eBay as it was.
The decision:
We reviewed the case and decided to issue a full refund to the buyer.
We did not receive valid proof of delivery from you. Sellers must provide tracking information showing that the item was delivered to the address specified in the purchase details. Some orders require receipt confirmation by signature. Learn more about our signature confirmation policy.
We issued a refund of EUR 60.79 to the buyer. The refund includes the purchase price and the original shipping costs.
This amount will be debited from your account.
I don't even have the opportunity to respond. The AI assistant wouldn't understand it anyway.
Neither I nor the buyer did anything wrong. The fault lay with Hermes, because the tracking number was assigned twice.
I never had, and still don't have, the option to upload the shipping receipt, except in the message thread with the buyer.
Maybe here I have the chance that a "real employee" will take a look at the case once (case no. 5383024832).
Thank you in advance for any kind of tips on what else I could do.
elke@ebay
Mentor3 weeks agoHello @nitanowa , many thanks for your post. I have now accepted your objection, so that your money will be released again shortly. You will also receive an automatic email from us about this.
@perfect-sally thanks for flagging it.
Best regards
Elke
nitanowa
OP3 weeks agoHello Elke,
so kind of you to look into the matter and that it can now come to a positive conclusion.
My trust in Ebay, which I have always had and still have, has thus been confirmed. Many thanks!
Best regards, Anita
perfect-sally
Mentor3 weeks agoAn eBay employee is looking into this and will get back here.
Hello @elke@ebay could you please be so kind? Thanks a lot