A customer telling me they haven’t received their parcel 15 days after it was delivered..

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Summary: t_opbid, an eBay seller, shared their concern following a claim from a buyer saying they had not received a package worth 280 euros, despite proof of delivery. adan10_1 and francexpressdeal advised them to contact eBay customer service and file a claim with the postal service. lingma85 also suggested using tracking as proof and appealing any unfavorable decision. The participants stressed the importance of solid evidence to protect t_opbid against this potential scam.

Bonjour, I’m posting this message because I’ve been an eBay seller for quite some time and I always ship via the post office. At the end of November, I sent a parcel worth 280 euros, informing the customer properly and providing them with all the necessary photos as well as tracking. Once the parcel was received, I informed them too, and then there was no news for 15 days. That’s when I received a notification because they said the parcel had never been delivered, without contacting me beforehand or even replying to the proof I sent that the parcel had arrived, all in good faith. Right now this person is not answering me and my funds are blocked, even though I clearly suspect someone is trying to screw me over.. I have 5/5 stars and over 160 positive reviews, I always do my best to satisfy my customers, and here I don’t understand the point of this person claiming that their parcel supposedly didn’t arrive 15 days after receiving it.. I hope eBay will be on my side because what’s happening is really sad.. if anyone knows what I should do, I’d greatly appreciate it ( ps: it’s someone with very few reviews.. ) thank you!

t_opbid

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Posted 1 year ago·Last reply 1 year ago

16 comments

lingma85

Mentor1 year ago

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Hello @t_opbid

If you have the tracking for your package showing its delivery.... make a copy/scan of it because it doesn’t stay on the internet very long...

As for the notification of a package not received.... if it’s a dispute opened on the site... reply stating that you have proof of delivery....

Reply while strictly respecting the deadlines...

You shouldn’t just "hope"... but put all your assets on your side...

In the event of a bad conclusion from the site... don’t hesitate to contest the decision using this link------>

Contest an eBay decision regarding a return or a missing item for buyers | eBay

Above all, don’t hesitate to come back here for any help.

Best regards

t_opbid

OP1 year ago

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Thank you for your feedback, I contacted the buyer but how can I resolve the issue with eBay directly?
Because the person is telling me that supposedly they’ll go see their mail carrier after 15 days of waiting, not to worry...
if you know where I can contact eBay directly, I’d appreciate it, thanks

lingma85

Mentor1 year ago

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re... @t_opbid

If your parcel tracking shows that it was delivered.... normally eBay won't go back on it to side with the buyer who complains about not having received it..

What does the tracking say on the website...???

Regards

t_opbid

OP1 year ago

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He clearly indicates that the package was delivered on the exact date, so I also sent him the information because I cc myself in the email to notify the buyer upon receipt. That’s what I find weird: it’s clearly stated that it was delivered, yet he was still able to mark it as not received. I’m a bit lost, I admit.

adan10_1

·1 year ago

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Hello
, unfortunately this happens to all of us!!!
After more than 20 years on eBay, I've had scam attempts like this
You have to stand up to this person and not let eBay take their side

t_opbid

OP1 year ago

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Yes, that’s what I’m trying to do, but how can I get in touch with eBay?
Because even the buyer is clearly telling me that he didn’t receive anything and that he didn’t worry for 15 days?
Even though I have proof of delivery from the post office

francexpressdeal

Mentor1 year ago

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Hello @t_opbid

in the listing, you mention a colissimo delivery method. Given the sale amount, did you send it by colissimo with signature required or not?

t_opbid

OP1 year ago

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Hello, thank you for your response,
No, I did not realize it was delivered against signature

francexpressdeal

Mentor1 year ago

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@t_opbid

contact customer service to find out whether tracking for a Colissimo shipment is considered by the site to be proof of delivery. Link at the bottom of this help page:

https://www.ebay.fr/help/policies/ebay-money-back-guarantee-policy/rglement-de-la-garantie-client-ebay?id=4210&st=3&pos=1&query=R%C3%A8glement%20de%20la%20Garantie%20client%20eBay&intent=preuve%20de%20livrai&lucenceai=lucenceai&docId=HELP1238#proof-delivery

And file a complaint with the post office:

https://aide.laposte.fr/contact/colissimo

t_opbid

OP1 year ago

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Thank you, it’s the section all the way at the bottom, where eBay is supposed to call us, is that right? Because I have to admit there’s so much information that I don’t know where to go to ask eBay directly for help about this situation
And thanks, I’m going to file a claim with the post office too; if it’s been 15 days, that will still protect me a little more

francexpressdeal

Mentor1 year ago

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@t_opbid

"it’s the section right at the very bottom, where eBay has to call us, is that right?"

Yes, that’s right.