Mondial Relay bug: return considered late despite the parcel being delivered!
Summary: fredandsofamily describes a problematic situation with Mondial Relay and eBay regarding the return of an iPad. Although he dropped off the parcel on time, a bug at Mondial Relay led eBay to close his dispute for a return outside the deadline. Unfortunately, despite the evidence provided and the exchanges with Mondial Relay confirming delivery, eBay did not take the evidence into account and refused to refund fredandsofamily.
Hello,
Because of a bug at Mondial Relay, the return of an item is being considered late, and eBay closed my dispute, despite proof that I dropped off the package on time and that the seller picked it up within the deadline.
Let me explain... In June, I buy a cheap 9th generation iPad because it is locked on the passcode screen. I try resetting it, nothing works, the jailbreaks don't work, I contact the seller for a return. The seller approves my request and I receive a Mondial Relay label. A few days later, I drop the package off in a locker. So far so good.
Three days later, I check the tracking, where I am surprised to discover that my package has not been processed by their system, and that they consider that I have not dropped it off yet.
At first thinking that my package had been stolen, I contact Mondial Relay customer service, and after a few exchanges, I am told that an investigation will be carried out to find out where the package is. In the end, I am told that my package was indeed dropped off on the date I stated, and above all that it was indeed delivered to the recipient. BUT. The tracking number given to me by Mondial Relay does not match the one on the label. The number I was given actually corresponds to the barcode printed on the label.
With this information, I open a dispute with eBay to request a refund from the seller, providing all my exchanges with Mondial Relay, and yet nothing can be done. The dispute was closed once, and a second time when I challenged it.
At no point did eBay customer service take my evidence into account, nor contact the seller. eBay customer service only looked at the tracking information in its system, and there was no way to get my evidence considered...
