No seller protection anymore for a matrix code shipping label purchased via eBay?!?
Summary: kreativ-partner reported on a buyer who claimed not to have received a shipment, even though it was sent with a Matrix code shipping label purchased through eBay. The case was escalated to eBay, and kreativ-partner was confused because proof of shipment was requested even though, according to their information, seller protection should apply without additional proof. selina_b@ebay, an eBay employee, clarified that this is now newly required, but the case was resolved in favor of the seller. Another eBay employee, miriam@ebay, confirmed that seller protection actually does remain in place without additional proof if the label was purchased through the eBay platform.
Hello,
we shipped a parcel with a matrix code shipping label bought on Ebay (amount incl. shipping 8.49 euros). The buyer says they did not receive the item and is opening a case. So far, so normal. Because of the matrix code shipping label bought on Ebay, we are covered by seller protection up to 20 euros, see: https://www.ebay.de/verkaeuferportal/versand
Quote: "When purchasing German Post internet stamps with matrix code via the eBay shipping platform, you automatically enjoy seller protection for sales with an order value (incl. postage) of up to 20 euros."
After we handed the case over to Ebay, we were then asked to upload proof of shipment. We have never had anything like this with matrix code shipping labels bought through Ebay before. What are we supposed to upload? The shipping label? ALL the data is already available to Ebay.
The total amount incl. shipping is 8.49 euros and is therefore WELL BELOW the 20 euros covered by seller protection.
Does seller protection no longer exist? Could an Ebay employee please take a look at this? GS=CU0778 | SR# 1-507908854395
Kind regards
Stefan Lehnig
miriam@ebay
Hello @kreativ-partner - we want to clarify the information here once again, as our previous reply was a bit misleading.
For letters with basic shipment tracking, there is a special rule for seller protection: If the total price (gross), including shipping costs, is at most €20, the Internet stamp with matrix code was purchased via the eBay shipping platform and used within the specified processing time, then at least one scan showing that the item was handed over to the shipping network is sufficient. In such cases, seller protection also applies without a delivery scan.
Since the shipping label was purchased directly through the eBay shipping platform, we already have the relevant shipping information. An additional shipping or delivery proof should therefore not have been requested in your case. Seller protection for this shipping method therefore still applies. Please accept our apologies for the confusion, and we're glad you’ve now gotten your money back.
Best regards
Miriam
kreativ-partner
OP1 week agoHello Mariam,
thank you very much for your message. Thanks to your detailed description, everything is clear now, and it all makes sense to us again now.
Thanks again for your info, that’s really great service from you!
Best wishes
Stefan
selina_b@ebay
Hello @kreativ-partner ,
Thank you very much for your post.
I'm happy to have decided the case in your favor.
The colleagues asked you for the shipping label/delivery confirmation, since this has to be requested in accordance with our guidelines.
@perfect-sally Thanks a lot for the tag 🤗
Best regards
Selina
kreativ-partner
OP2 weeks agoHello Selina,
thanks very much for your message and for closing the case. Are these guidelines still very new?
We have been using the matrix code shipping labels via eBay postage for over a year now and have had a few cases since then, but in not a single case has proof of delivery ever been requested.
If that will always be the case going forward: Do we then have to upload the matrix code shipping label purchased through eBay? Because we don't have anything else...
Best regards
Stefan
selina_b@ebay
@kreativ-partner Of course. No, the guidelines are not new.
That’s no problem, as that is exactly what’s needed.
Best regards
Selina
perfect-sally
·2 weeks agoHello @kreativ-partner
also please mention the item number in case the eBay staff need it.
@selina_b@ebay could you please take a look? Thanks
kreativ-partner
OP2 weeks agoHello perfect-sally,
thanks a lot for the message. Here are the item number and some more details:
Item number: 363847154899
Order number: 03-14985-39926
Case No.: 5384633244
Best regards
Stefan