Ebay and missing parcel

Afternoon all,

I sold something on ebay and sent via Royal mail tracked 24 service.

The chap requested I sent it so it would be delivered on a Friday as he was WFH. It didn’t get delivered they tried twice that day.

They’ve tried multiple times and now it’s held at the depot and it says “We have attempted to deliver your parcel and it has now been returned to our depot where it is being held securely. Our driver will have left a card explaining what to do next.”

They have now filed a refund on ebay claim which I need to act on by 15th July.

What an earth can I do?

Start with providing tracking info, have you had any communication with the buyer to see what their story is?

If it has gone missing you will have to refund and claim it back from royal mail but I’m not sure where you stand if he’s refusing the parcel. I’d be wary of him trying to get the refund and then collect the parcel anyway.

Not much you can do. Delivery is your responsibility but arranging a redelivery or getting it redirected is up to the recipient. If they do nothing it’ll eventually come back to you. Whatever you do eBay will likely side with the buyer anyway so refund, wait for it to come back and relist it. If it doesn’t come back make a claim with Royal Mail

After the first attempted delivery he had told me he needed a refund as he’d just purchased new bars as he couldn’t wait for mine to turn up.

My guess is they’ve left him a note to go to the local depot and he’s not as he’s already purchasing something in between.

I found this on ebay forum.

“Nope, you will not have to refund your buyer as attempted delivery counts for delivery in eBay’s eyes. If your buyer opens a case for item not received, enter the tracking number into the case details and it will close in your favour, no need to refund. Good idea also if you haven’t already, is to add that tracking number, now where you marked the item as dispatched. It’s also not your job to chase the item up with the sorting office. Send the buyer a polite message to say they will not speak to you , but only to the recipient , as they are the ones who need to either give instruction for a re send of the item, or go and collect it from the sorting office, Not Post Office, ID will be needed here. Their ID not yours !”

Yeah, so he’s bought them and changed his mind. If you wanted to offer a refund if he sends them back that’s up to you but he can’t just abandon them at the sorting office. You have proof that you sent the item and delivery has been attempted.

Ebay does tend to favour buyers but put the tracking info in and raise it with them if he won’t cooperate (might have to wait 3 days before you can).

After the first attempted delivery he had told me he needed a refund as he’d just purchased new bars as he couldn’t wait for mine to turn up.

Did he tell you this over eBay? If so point this out to eBay as they will be able to see the conversation. As long as you posted them within the timeframe on the listing by the service specified this isn’t a valid reason to request a refund.

In his defence I’ve just told him to go to the depot and pick it up.

He’s agreed and going tomorrow so hopefully it’s there.