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Request for proof of delivery
Summary: la-requinerie is having a problem with a package sent via Mondial Relay that was picked up by an unauthorized person. The buyer opened a dispute for item not received, and eBay is asking for the original postal receipt, which la-requinerie cannot provide. Despite attempts to contact customer service, no response has been received. koalagris offers solutions and clarifications about the steps to take to resolve this situation with eBay.
Hello,
A buyer told me that his parcel, sent via Mondial Relay, was picked up but not by him. After several exchanges he opens a dispute for item not received and eBay asks me to provide a document that does not exist:
"We have frozen the dispute for a period of 2 days to allow you to provide us with the original postal receipt showing the buyer's delivery address. We need the original postal receipt and not a screenshot of the carrier's website showing that the item was delivered"
Except that we're talking about Mondial Relay here, not a registered mail shipment. How do I provide proof other than a screenshot?
What is frustrating is that I had offered the buyer to refund him part of what he paid and he told me he did not want a refund, just that he would like Mondial Relay customer service to be responsive (because neither he nor I got any responses to our requests). But he still opened a dispute and eBay made a decision that I don't understand (the web tracking clearly shows the day and place of delivery).
koalagris
Mentor1 year agoGood evening @la-requinerie
What did customer service reply to you?
(in such a case they’re the only ones who can help you...)
Best regards
la-requinerie
OP1 year agoAbsolutely nothing: all my requests to customer service have gone unanswered.
koalagris
Mentor1 year agoYou requested a callback and customer service didn't contact you? 😮
https://www.ebay.fr/help/selling/managing-returns-refunds/aider-un-acheteur-qui-na-pas-reu-lobjet?id=4116&st=3&pos=2&query=Aider%20un%20acheteur%20qui%20n%27a%20pas%20re%C3%A7u%20l%27objet&intent=objet%20non%20recu%20&lucenceai=lucenceai&docId=HELP1124
Link all the way at the bottom of the help page
la-requinerie
OP1 year agoOh no, I was talking about Mondial Relay customer service.
I'll try to contact eBay's tomorrow during the hours indicated, just as I said. With a bit of luck, they’ll be able to explain exactly what they need from me.
koalagris
Mentor1 year agoYou are here on the ebay forum, and you were talking about the blocking message from ebay and the proof that ebay is asking you for, so I don't see on what grounds my reply could have been likened to MR customer service (especially since you had already pointed out their silence)... 🤔