eBay Case Question

Author
Discussion

Megaflow

Original Poster:

9,335 posts

224 months

Friday 18th July 2014
quotequote all
Doh, that was too soon.

Email from eBay: Case opened...

banghead

My official reponse:
I said:
Parcel Monkey shows the parcel as delivered. Parcel Monkey is who my contract is with for delivery. I had no knowledge of them using another carrier to complete the delivery. For you to know DHL were involved and have a copy of the waybill means you have received the parcel.
Edited by Megaflow on Friday 18th July 08:12

eccles

13,716 posts

221 months

Friday 18th July 2014
quotequote all
Megaflow said:
Doh, that was too soon.

Email from eBay: Case opened...

banghead

My official reponse:
I said:
Parcel Monkey shows the parcel as delivered. Parcel Monkey is who my contract is with for delivery. I had no knowledge of them using another carrier to complete the delivery. For you to know DHL were involved and have a copy of the waybill means you have received the parcel.
Edited by Megaflow on Friday 18th July 08:12
I don't think thats always true (your last bit). DHL will send a letter out with all the details and the cost breakdown for you to pay before you get your parcel, although I've had some courier firms deliver the parcel and then the customs/handling bill turns up weeks later. So it's no a dead cert that he has the parcel.

Pulliptears

3,324 posts

165 months

Friday 18th July 2014
quotequote all
I think (not 100% certain) that you can still open a case after the 45 days have passed, but that case automatically closes after a day or two because it was made after the time period.

Either way, you have tracking showing confirmed delivery.

eccles

13,716 posts

221 months

Friday 18th July 2014
quotequote all
Pulliptears said:
I think (not 100% certain) that you can still open a case after the 45 days have passed, but that case automatically closes after a day or two because it was made after the time period.

Either way, you have tracking showing confirmed delivery.
I've opened a case after the 45 days due to in being an international order and the time it took to arrive. I just explained it to ebay and they let the case go ahead..

Caterhamfan

304 posts

169 months

Friday 18th July 2014
quotequote all
Pulliptears said:
I think (not 100% certain) that you can still open a case after the 45 days have passed, but that case automatically closes after a day or two because it was made after the time period.

Either way, you have tracking showing confirmed delivery.
Um - just a thought, if Parcel Monkey passed the package on to DHL, is the signature confirming delivery simply DHL accepting the package for onward transmission?

Megaflow

Original Poster:

9,335 posts

224 months

Friday 18th July 2014
quotequote all
eccles said:
Megaflow said:
Doh, that was too soon.

Email from eBay: Case opened...

banghead

My official reponse:
I said:
Parcel Monkey shows the parcel as delivered. Parcel Monkey is who my contract is with for delivery. I had no knowledge of them using another carrier to complete the delivery. For you to know DHL were involved and have a copy of the waybill means you have received the parcel.
I don't think thats always true (your last bit). DHL will send a letter out with all the details and the cost breakdown for you to pay before you get your parcel, although I've had some courier firms deliver the parcel and then the customs/handling bill turns up weeks later. So it's no a dead cert that he has the parcel.
He definately had the waybill, he sent me a picture of it. You only get the waybill if you get the parcel, or an attempted delivery of the parcel and you then refuse to accept the customs charges. Either way the official reason behind his case of parcel not arrived due to incorrect address is very flakey...

Caterhamfan said:
Um - just a thought, if Parcel Monkey passed the package on to DHL, is the signature confirming delivery simply DHL accepting the package for onward transmission?
I don't think so, because the receipt for delivery was 16 days after is was dispatched. Tracking info:

20th May 2014 @ 20:26 Collection Scheduled
22nd May 2014 @ 22:12 Prepared for export / in transit
25th May 2014 @ 16:30 Arrived at sort facility
24th May 2014 @ 13:45 Departed sort facility
5th June 2014 @ 13:30 Standard customs procedure/under inspection
29th May 2014 @ 12:15 Customs clearance: Approaching customs deadline
4th June 2014 @ 12:43 Delivery problem: Abandoned by agent
5th June 2014 @ 15:41 Delivered & Signed For

Edited by Megaflow on Friday 18th July 12:27

shep1001

4,599 posts

188 months

Friday 18th July 2014
quotequote all
Megaflow said:
Edited by Megaflow on Friday 18th July 08:12
As part of the investigation you are asked to provide proof of postage/delivery by providing the tracking number and uploading a scan of your postage receipt.

Been through this before several times, just follow the process. It takes time but you will be fine.

Megaflow

Original Poster:

9,335 posts

224 months

Thursday 24th July 2014
quotequote all
I've tried being polite and responding to him, but I have now had enough, I just responded with:

I said:
As I said before, I filled out all the available fields on the couriers form. There wasn't space for anything more.

You have still not explained how you have the way bill if the address is incorrect and the courier has no way of contacting you.

The address on the way bill which you have given me a copy of includes road name, road number, town and the correct 8071229 postal code for Santiago including the municipalities of San Bernardo.

The road number, name and postal code into google maps produces this result:
https://www.google.co.uk/maps/preview?safe=off&amp...

Please be aware that this is my last communication on the subject and I will now escalate to eBay. You have had the parcel, and are now trying to reclaim the money to cover the customs charges you forget to account for
I then escalated to eBay with this:
I said:
The buyer is complaining that he has not received the parcel because the address is incorrect and the courier has no way of contacting him. Despite this claim he has a copy of the airway bill which he has sent to me and has also mentioned customs charges.

The tracking information from my courier shows the parcel as delivered and signed for on the 5th June @ 15:41
Courier: Parcel Monkey
Tracking No: PM_2087057_2789249

daveky

148 posts

141 months

Saturday 26th July 2014
quotequote all
I heard a story about the time someone won an eBay auction for a new bike part around £250 but when they received the item it was obviously well used. When they contacted the seller he thought he was being a smart arse by claiming it was new when he sent it. What he didn't realise was that eBay nearly always side with the buyer so when an eBay case was opened they requested the buyer return the item for a full refund. The buyer got a tracking number and signature for the package and the look on the cants face when he opened the package to find a piece of timber must have been priceless. Needless to say the buyer gave eBay the tracking number and signature of the returned package and they duly discounted the seller's protestations and refunded the buyer. Must have been very satisfying!

SistersofPercy

3,324 posts

165 months

Sunday 27th July 2014
quotequote all
You might be best physically calling Paypal, often gets much better results. Put the tracking info into the dispute console, they should automatically find in your favour.

Vaud

50,192 posts

154 months

Sunday 27th July 2014
quotequote all
daveky said:
I heard a story about the time someone won an eBay auction for a new bike part around £250 but when they received the item it was obviously well used. When they contacted the seller he thought he was being a smart arse by claiming it was new when he sent it. What he didn't realise was that eBay nearly always side with the buyer so when an eBay case was opened they requested the buyer return the item for a full refund. The buyer got a tracking number and signature for the package and the look on the cants face when he opened the package to find a piece of timber must have been priceless. Needless to say the buyer gave eBay the tracking number and signature of the returned package and they duly discounted the seller's protestations and refunded the buyer. Must have been very satisfying!
Sounds like idiots on both sides. Misrepresentation on one side followed by theft on the other.

No wonder ebay gets a bad rep.

I use it to buy, but cash on collection only.

senorblm

177 posts

117 months

Sunday 27th July 2014
quotequote all
If you need anything that he has sent translated, "chilean" is spanish. I can do that for you

Megaflow

Original Poster:

9,335 posts

224 months

Monday 28th July 2014
quotequote all
The verdict is in:

eBay said:
Customer Support has reviewed the case and made a final decision.

We've decided not to issue the buyer with a refund. You don't need to do anything else for this case.

Decision:
This case has been decided in your favour.

Comments:
We received tracking information from you, around the time the buyer opened the case, that shows the item was delivered to the buyer's address. You don't need to do anything else. Because we decided in your favour, this case, any Feedback left, and all detailed seller ratings left will not affect your seller performance. In addition, any Feedback left for this transaction will be removed. Note: It may take up to 24 hours for these updates to reflect in your Seller Dashboard.
Thanks for all the help and advice folks.

SistersofPercy

3,324 posts

165 months

Monday 28th July 2014
quotequote all
The right result.

Well done smile

tbc

3,017 posts

174 months

Tuesday 29th July 2014
quotequote all
Megaflow said:
The verdict is in:

eBay said:
Customer Support has reviewed the case and made a final decision.

We've decided not to issue the buyer with a refund. You don't need to do anything else for this case.

Decision:
This case has been decided in your favour.

Comments:
We received tracking information from you, around the time the buyer opened the case, that shows the item was delivered to the buyer's address. You don't need to do anything else. Because we decided in your favour, this case, any Feedback left, and all detailed seller ratings left will not affect your seller performance. In addition, any Feedback left for this transaction will be removed. Note: It may take up to 24 hours for these updates to reflect in your Seller Dashboard.
Thanks for all the help and advice folks.
Was never in any doubt this would be the outcome

I sold an instrument to a guy in Brazil he paid £350 and £150 Parcelforce tracked delivery.

Sent about 10 messages after i had dispatched it

"you must pay custom charge for me"

two weeks later he opened a case with a message like

"seller say he pay custom charge now i have to pay $200 custom fee as he lied and didn't do what i ask him"

two weeks later eBay decided in my favour and SCAMADINHO went back to his favela with his tail between his legs

Wh00sher

1,582 posts

217 months

Tuesday 29th July 2014
quotequote all
right result in the end for the OP. !