Item number 267777590811
Summary: strel84 seeks assistance regarding a shipment issue with an item sent to a buyer. The package, sent via DHL with tracking purchased through eBay, has not been updated for seven days, suggesting it might be lost. strel84 is willing to refund the buyer but requests eBay to cover any financial loss due to the shipment not arriving, citing adherence to seller obligations and asking for a resolution under eBay's seller protection policies. Others in the discussion highlight that if a case isn't opened by the buyer, eBay has limited intervention until then, and suggest rechecking the shipping method or claiming compensation from the courier if applicable. Furthermore, it's noted that some DHL services might not provide full tracking despite eBay's integration, impacting seller protection.
Good day,
I am contacting you regarding the sale with the item number 267777590811 and would like to ask for a binding review and decision on this case.
I shipped the item properly and within the deadline to the buyer. The shipping label was purchased directly through eBay. The shipment was handed over to DHL properly and can be tracked.
For 7 days now, the shipment status at DHL has no longer changed. The item has still not been delivered to the buyer as of today. Based on the current situation, it must be assumed that the shipment may have been lost by the shipping provider.
I am prepared to refund the buyer the purchase price, since they did not receive the item. However, I do not accept being made responsible for the resulting financial loss, because I shipped the item properly and fulfilled my obligations as a seller. The shipping delay or possible loss of the shipment is beyond my control.
Since the shipping label was purchased through eBay, I ask you to review this case taking into account the eBay seller protection or the shipping service offered by eBay and to let me know how the resulting damage will be compensated.
Please make a binding decision on whether the buyer will be refunded by me and whether the corresponding amount will then be covered by eBay or the responsible shipping/seller protection service.
I ask you to review the case thoroughly using the item number 267777590811 and the tracking information on file. The corresponding shipping data is available to eBay.
I want to avoid this process being delayed by unnecessary repeated communication. Please therefore let me know directly what specific solution eBay provides for this case and who will bear the financial loss of the undelivered shipment.
Thank you.
grohbacher
·3 weeks agoHello. @strel84
unfortunately, unfortunately @lidor3073 is right.
I have to correct myself. The expanded seller protection exists only for letters (with a total value of up to €20) where an EBAY shipping label was used and whose tracking shows at least one scan - see
https://community.ebay.de/forum/vorschl%C3%A4ge-und-r%C3%BCckmeldungen-zur-ebay-plattform-18/topic/warnung-kein-verk%C3%A4uferschutz-bei-basis-sendungsverfolgung-briefp%C3%A4ckchen-meine-erfahrungen-12445/
Unfortunately everything there is confusing, and because of the time reference "3 weeks ago" no precise indication is possible.
For the "normal" (minimal) seller protection - see the EBAY help pages "Seller Protection" and "Buyer Protection".
@strel84 please keep us posted from time to time on the further course of this unfortunate matter.
Regards
Manfred
lidor3073
·3 weeks agoGood day everyone,
For everyone to read again - official announcement from eBay regarding the pilot project starting in August 2026 for parcels. According to information from Miriam to us, there is tracking, BUT NO SELLER PROTECTION. @perfect-sally had also specifically asked about this back then.
https://community.ebay.de/forum/ebay-news-44/topic/neuer-pilot-dhl-p%C3%A4ckchen-s-und-m-jetzt-mit-sendungsverfolgung-%C3%BCber-ebay-11848/
grohbacher
·3 weeks agoHello, @strel84
why so aggressive? Being a bit more polite would definitely be more effective.
Apparently this item was sold on Sunday, 13/9. If the buyer paid EBAY immediately, you could not have sent the parcel before the 14th at the earliest.
Parcels are not transported by DHL with priority and have no guaranteed transit time. Maybe your buyer got the parcel today. Did you file a trace request with DHL?
DHL parcels normally do not have tracking or insurance coverage, so if it were lost you would be left bearing the damage.
However, since you apparently bought and used the shipping label for this on EBAY, there is still tracking as part of a pilot project between EBAY and DHL. But this does not always work completely.
Since there is probably at least one scan in the tracking, it is an EBAY shipping ticket and the total value is under €20, you should exceptionally have extended seller protection, so you probably would not suffer any loss.
However, only EBAY employees can make such assurances.
Regards
Manfred
hasjana
·3 weeks ago@strel84
In the listing, you specified DHL parcel as the shipping method; there’s usually no tracking for that
hoffigr
·3 weeks agoParcel and label bought via ebay has tracking.
hasjana
·3 weeks agomaybe, but that still isn’t always accepted; besides, that’s only basic shipment tracking
the best option is still shipping with full tracking, so by registered mail or DHL parcel, or with the competing companies
kometenhuhn
·3 weeks agoIs there liability here too, like with a large letter up to €20?
bootyooty
·3 weeks agoAccording to the DHL site, Matrix stamps do not apply to parcels @hasjana ? 🤔
https://www.deutschepost.de/de/toolbar/suchergebnisse.html?q=P%C3%A4ckchen
@hoffigr as you can read here, a Päckchen S with DHL is not trackable, and so DHL is not liable for it either.
https://www.dhl.de/de/privatkunden/pakete-versenden/deutschlandweit-versenden/preise-national.html
bootyooty
·3 weeks ago@hoffigr a tracking number alone doesn’t help much; what matters is proof of delivery. If that’s missing, a payout simply takes longer, or sometimes there’s no payout at all if the buyer reports non-receipt.
hoffigr
·3 weeks agoAs @lidor3073 wrote again above, a parcel bought via eBay and printed has full tracking with proof of delivery. And that also works, already tested several times.
@hasjana so nothing to do with basic tracking, but full.
And as already explained several times, without seller protection.
Full tracking is now more important to me than this protection, because an dishonest buyer can claim pretty much anything on eBay anyway and gets the benefit of the doubt 99% of the time.
lidor3073
·3 weeks agoI see it that way too and only ship with DHL/Hermes, buy the labels separately, and enter the tracking numbers. That way, at least I can make a little use of the few rights I have as a seller in case something happens.
kometenhuhn
·3 weeks agoWhich shipping method was used? DHL Paket? In that case, you wouldn’t suffer any loss if the goods can no longer be found. After all, you have liability claims against the shipping provider.
melina@ebay
·3 weeks agoHello @strel84
Thanks for reaching out to us. No case has been opened via eBay yet for the above-mentioned item. So we have no influence on the case. Only once the buyer proactively opens a case can we step in. In the meantime, we recommend clarifying the details with the buyer or, if necessary, initiating a trace request with the shipping provider. I wish you a quick resolution.
@petersmodellbahnstuebchen Thanks for bringing us in.
Kind regards
Melina
petersmodellbahnstuebchen
·3 weeks agoHi @strel84
I'm sure the lovely @melina@ebay can help you out, thanks Melina. ❤️
Best wishes from the Baltic Sea
Peter