E-Bay Non-Delivery

[slinkycat]

I ordered some items from e-bay and had an e-mail on 4th December to say they had been dispatched. As there was no sign of them I e-mailed the seller 3 days ago.
She said she had proof of postage and would get back to me after visiting the post office (she hasn't been in touch since)
What comeback do I have if the stuff doesn't turn up, will I have to wait the requisite 15 days to file it as missing with Royal Mail, and then what happens?
Bit annoyed with the seller tbh, there were 5 identical items for sale, I wanted three and asked for a combined postage rate. After several e-mails it was agreed that they would be sent 1st class signed for, but it turns out they were actually sent by 2nd class economy!
Sorry it's a bit long winded, any advice much appreciated.

[douglas9401]

You can use the Customer Support (top right) drop-down menu to access Resolution Centre and take it from there.

[Old_Geezer]

I simply lost the money when that happened to me. Found no help. Hadn't used Paypal but unconvinced how much help that would be judging from other problem times.

Hope your seller is genuine and compensates as they should. Not sounding good though, is it.

I tend to buy less from eBay these days, console myself I got more bargains than I lost through dodgy sellers.

[slinkycat]

Thanks douglas, I contacted her again tonight,I'll give her until sunday p.m. to respond then try that.
Never had problems with e-bay before OG, but no it doesn't look good :(

[douglas9401]

I've had experience both ways with Customer Support sliknkycat, they're very pro customer. If your seller digs their heels in and provided you paid through Paypal you should get your money eventually if the goods don't arrive.
Hope it works out.

[EDDIE51]

You need to register a 'Not Received' complaint with ebay not just contact the seller. Once you have logged your item as not received ebay will contact the seller and give him/her a set time to deliver the item. Ebay will also remove the sale price from the sellers Paypal account ( as long as you paid by Paypal) and put it on 'Hold' until the problem is resolved. If you do not get the item within the time set then ebay refund the sale price and postage to you.
Saying that they have proof of postage is not enough , the seller is responsible for you getting the item , they can not say ''Its the post office fault'' and get out of it. The seller has to refund you and then start to try to trace the item and get their cash back from the post office.
slinkycat if it has been over a week then log on to your 'My ebay' page and click on the item . There is a link to report it as not arrived , so click on the link. You can then contact ebay customer service and report that the item has not arrived. But you do have to actually contact ebay resolution center and enter the complaint formally.

[horseshoes]

The responsibility to chase a missing package lies absolutely with the seller. Tomorrow raise a claim in the Resolution Centre for Item Not Received and take it from there. If you have paid by Paypal, there is EVERY chance you'll get your money back. It is NOT your responsibility to chase up the Royal Mail. Let us know how it goes. Good luck.

[EDDIE51]

Old geezer if you use Paypal you have the Paypal guarantee , Paypal will remove the money from the sellers account and refund it to you if the seller does not do it.
slinkcat YOU can do nothing with Royal Mail it has to be the person who posted the items that starts the complaint . If you have waited as long as you say then don't give the seller any more time report the non arrival to ebay now. The seller will take notice when ebay / paypal remove the cash you paid from his /her account and hold it until you get the item . As I said they have to refund you first then take it up with the post office.

[slinkycat]

Thanks again douglas. Eddie, I will do that tomorrow,it was a paypal transaction.
Posted here a couple of weeks ago about buying from this seller, said at time she seemed a bit dippy, should have followed my instincts and stayed well clear!

[Old_Geezer]

I've used paypal for deals that went wrong and no one was interested. Received a defective flash drive once. The moment I said I'd posted the item back as the seller had requested I was asked for a delivery number which I hadn't been told I needed and which the Post Office hadn't given, and then all doors slammed shut. I have no trust in eBay nor Paypal to do the right thing.

[slinkycat]

Great advice everyone, didn't see your last post until after I'd done mine eddie (such a slow typist!)
Right, will stop prevaricating and do the neccessary report to Ebay tomorrow, thats good to know horseshoes that I will get my money back.
My problem is I'm too nice and want to think the best of the seller!

[EDDIE51]

old geezer You HAVE to use recorded delivery to send an item back or the seller can just say they have not received it. Not many sellers would do that but there are some.

[EDDIE51]

desktop it is your fault , you need to weigh the items carefully so that you charge the correct postage .

[bednobs]

WELL AS EDDIE SAID - YOU OFFERED TO SEND THE AIRER FOR A CERTAIN AMOUNT, WHICH THE BUYER ACCEPTED. iT'S NOT THEIR FAULT IT COST MORE.

[slinkycat]

Just a quick update,gave the seller until today to respond in case she was away for the weekend - nothing! So I've registered it as not recieved with the resolution centre, just have to wait and see now.

[joko]

desktop - totally your fault.

its happened to me, bought things in good faith only for the buyer to claim it costs more for po and cancel the sale!
they got bad feedback too.

its your responsibilty to work the cost you want. buy some scales and chekc the PO site and give correct costs

[slinkycat]

Finally got a response from the seller today, saying it was "uncalled for" that I'd reported the items "so quickly" as not delivered, as she has been in bed with flu and unable to respond to my email!
She's requested that I withdraw the report and wait until after Christmas in case the items have been delayed with the seasonal post.
I don't really want to withdraw the case, any advice on how I should respond?

[Canary42]

Don't withdraw.

[joko]

no dont withdraw... there is no need to.

Ebay will try let you sort it between you... if you do withdraw and you miss your 45 day window to launch the claim then you lose completely

that happens a lot with sellers from china etc they know theres limited time and it takes about 3-4 weeks for delivery... then another 3 weeks for the 'replacement' that never arrives... then its too late.

Explain that to protect yourself you HAVE to launch the claim, in order to keep within the Site Rules and you will withdraw it when the goods arrive.

a claim does not affect her feedback or sales.

what is her feeback like?