Package never arrived at the Mondial Relay pickup point. eBay closes the dispute and doesn’t refund my package. It prefers to rely on the FedEx document saying the package was delivered.
Summary: ledrdan shared an issue about a package not received, even though tracking systems indicate it was delivered. Neither eBay nor PayPal accepted the evidence provided, basing their decision on the “Delivered” status. ledrdan is looking for advice on how to escalate their case to a human agent at eBay. lingma85 suggested disputing eBay’s decision or taking action against FedEx, although that may be difficult.
Hello community,
I’m sharing my case to get your advice or the help of an eBay moderator, because both the dispute service and PayPal have closed my case automatically.
The problem:
Routing issue: The package was diverted to a local shop. Mondial Relay confirms in its system that a ticket was generated on July 27 at 3:52 p.m., but that no physical parcel was ever scanned or received at the store. The merchant confirmed to me that they never had it.
FedEx proof not admissible: The FedEx document says “Delivered to: Receptionist/Front Desk” and “Signed by: H.EZION”. There is no signature from me, no pickup code, and no ID check. In addition, the document contradicts itself (mention of a delivery on 29/07 in the header, but a 30/07 stamp on the scanned document).
Closure: eBay and then PayPal rejected my requests based on the “Delivered” status of the tracking number, without looking at the contents of the document, which nevertheless proves that it was handed over to an unauthorized third party.
Legally (art. L. 216-4 of the Consumer Code) as well as under the eBay Money Back Guarantee policy, delivery is only considered compliant once the buyer has physically taken possession of the item.
How can I escalate this case to a human agent or to eBay’s second-level dispute team before having to pursue the bank chargeback to completion?
Thanks in advance for your feedback and experience.
lingma85
·1 month agoHello @ledrdan
Try this---->
Dispute an eBay decision regarding a return or a missing item (sellers) | eBay
Just so you know, if eBay and PayPal have already ruled... it could be "mission impossible" to get the decision overturned.
There might only be a case against FEDEX that could help you make yourselves heard.... and even then...
Best regards
ledrdan
OP1 month agoHello lingma85,
I’ve already filed a dispute, but eBay is still standing by the delivery proof showing "delivered". The dispute process can only be done once; I had already disputed with FedEx, but only the seller was supposed to initiate the steps leading to the same document, while Mondial Relay told me on the phone that they had not received the package and that I had to ask the seller (in Italy) to contact FedEx to contact Mondial Relay, without having any proof that this had been done. I am deeply disappointed in eBay (and PayPal too), which I have used for years; how can they be satisfied with a simple FedEx delivery document, without proof of the package being collected? It’s outrageous. Thanks anyway for the advice.