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Package appears delivered on the Mondial Relay website, but buyer says they have not received it
Summary: likeanewbie sold an item via eBay and shipped it through Mondial Relay. Although tracking shows that the parcel was delivered on November 9, the buyer submitted a non-receipt claim. likeanewbie provided the tracking information but received no response from either the buyer or eBay. A discussion then followed with other users, offering advice on how to respond to the dispute and how to appeal to eBay. Mondial Relay confirmed that the parcel had been picked up by a member of the buyer’s family. In the end, after contesting the decision, eBay resolved the dispute in likeanewbie’s favor, overturning the initial decision to refund the buyer.
I sold an item that I sent via Mondial Relay.
Sent on 06/11, then delivered to the recipient at a pickup point on 09/11 according to the tracking on the Mondial Relay website.
Saturday evening, I received an email from eBay informing me that the buyer had submitted a request for item not received.
I immediately provided eBay with the parcel tracking number and wrote to the buyer to tell them that I was surprised, that as far as I was concerned the item had been picked up.
That’s where I am at the moment, because so far no response from the buyer, or from eBay.
Has anyone already encountered this kind of situation? If so, how did it end?
Thanks in advance for your replies. 😉
29 comments
lingma85
Mentor2 years agoHello @likeanewbie
You wrote-----> " Sent on 06/11, then delivered to the recipient at a pickup point on 09/11 according to the tracking on the Mondial Relay site.
Saturday evening, I receive an email from eBay informing me that the buyer has submitted a claim for non-receipt of the item."
then--->
"And since Friday then, 0 news, 0 message to continue the discussion I initiated."
When a shipment is sent by Mondial Relay... the buyer GOES THERE to pick up their parcel... they do not receive it at home...
On the other hand, pickup points ask for an ID or a code to collect the item...
IF your buyer does not respond, could it be that they realized their scam failed... ??
In any case... you do not have to refund a buyer whose parcel was delivered because you did your part of the job... if eBay were ever to do that, you should not hesitate to contest the decision...
You can... if you want..... contact Mondial Relay to explain the situation and ask for proof that the parcel was indeed handed over to the correct recipient and not to someone else.
Kind regards
likeanewbie
OP2 years agoWhen I write "delivered to the recipient at a pickup point," it's to use the terms used in the Mondial Relay tracking. 😉
It might be worth checking with Mondial Relay to see whether the parcel was handed over to the right person (if they have a way to check), indeed...
likeanewbie
OP2 years agoToo bad you can't pause your listings, because now either I delete them all, or I leave them as they are with the risk of getting offers or selling items whose funds will be locked for who knows how long...
lingma85
Mentor2 years agoGood evening @likeanewbie
You say------> " the funds will be blocked, I don't really know for how long...
About 21 days (from the buyer's payment date) for all new sellers.
Best regards
koalagris
Mentor2 years ago"Too bad you can't pause your listings" = and yet it's possible
https://www.ebay.fr/help/selling/selling-tools/absence?id=5137&st=3&pos=1&query=Absence&intent=vacances&lucenceai=lucenceai&docId=HELP1600
likeanewbie
OP2 years agoI was supposed to respond by 22/11, so maybe things will move forward starting tomorrow?
likeanewbie
OP2 years agoI don't know what to do: send a message to the buyer to tell them this, knowing that so far they haven't replied to any of the ones I was able to send this weekend, or contact eBay right away so they can move the case forward?
lingma85
Mentor2 years agohello again @likeanewbie
As I mentioned in my message of 19/11 at 4:21 pm---> " the relay points ask for an ID card or a code to collect the item etc..etc...."
Given that this buyer has filed a complaint... when he handed over his own ID card to have the item collected (which was done)... this deserves a complaint to the site, namely...... do what is in this link--> Report a problem with a buyer | eBay with the following reason--------> "the buyer hopes to get a refund"...
Don't let it go.
Best regards
jacquelinedu36
Mentor2 years agoHello,
Especially respond in the dispute comments
Tracking number and package progress
likeanewbie
OP2 years agoI’m going to wait a bit before possibly issuing a refund. All the more so since two things are making me a bit uneasy:
*since Friday evening, I’ve therefore provided the Mondial Relay tracking number and sent several messages to the seller to try to find out more, both on his eBay mailbox and within the request he sent to eBay. And since Friday, so far, 0 updates, 0 messages to continue the conversation I started.
*the buyer has about fifteen ratings. They’re all positive, although 3-4 of them aren’t really; I’ll give them to you as they are: "ghost buyer to avoid", "buyer to run from, doesn’t pay" or "absolutely avoid, thief"...
🤔
likeanewbie
OP2 years agokoalagris
Mentor2 years agoHello @likeanewbie
"*the buyer has about fifteen feedback ratings. They’re all positive" = a buyer can receive ONLY positive feedback... so some sellers leave a positive rating with a negative comment to warn others (which is against the rules, that said, the buyer could have them removed on simple request).
Wait for the site to rule on the dispute, you can contest it - with evidence to back you up - if the decision is against you; at this stage there’s nothing else to do (make sure you keep proof of posting and a copy of the online tracking).
Have you set up your eBay account so that non-paying buyers are automatically blocked? (that cuts down on the nuisances a bit)
https://www.ebay.fr/help/selling/listings/creating-managing-listings/setting-buyer-requirements?id=4152&st=3&pos=1&query=D%C3%A9finir%20des%20Conditions%20requises%20pour%20les%20acheteurs&intent=conditions%20requises&lucenceai=lucenceai&docId=HELP1060
Best regards
likeanewbie
OP2 years agoFrom what I understand at the moment, the ball is in the buyer's court, and they need to follow up on the actions I carried out at their request.
For eBay to step in, I think you have to ask them to.
I have a hard time understanding how a buyer who hasn't received an item and makes a request to eBay still hasn't come forward by now and isn't replying to the messages that may have been sent to them more than 24 hours ago...
koalagris
Mentor2 years agoThe buyer is not obligated to reply within 24 hours...
not to mention that on weekends people "go about their lives," and in any case he’ll have to wait 3 business days before requesting the site’s intervention.
likeanewbie
OP2 years ago*miss-tigri*
Mentor2 years agoHello
If you provided the tracking saying that the package was picked up, the buyer should be dismissed and the dispute should be closed in your favor ...But you can never be sure of anything ....Fingers crossed 😉