Posted 29 October 2022

eBay Buyer Claiming Not Received Item

I sold an item on eBay earlier this week. I actually almost cancelled the transaction as the buyer took 2-3 days to pay.
Today the buyer contacted me saying they've not received it but the tracking on eBay is saying it has been delivered.

I checked the tracking on Evri's website and it says it was delivered today and there is verified GPS location which shows the buyer's address and a delivery photo which shows part of a Hermes "Sorry I missed you..." card with the barcode and an 8 digit number.

I tried tracking the 8 digit number and it also confirms delivery to the seller's address.

The eBay tracking is showing something slightly more detailed as its saying it was delivered to the buyer's backdoor.

I only see two explanations:

1. The buyer is lying
2. The parcel was stolen by the courier

The first option seems the most obvious but there have been lots of reports of Evri couriers stealing parcels.
The seller is now asking should I contact eBay to investigate. By which I assume they are going to make a claim for non-delivery. I'm concerned I'm going to lose any dispute that the buyer files with eBay or PayPal as they always side with the buyer.

I insured the parcel for the full value with Evri. But I cannot make a claim that its lost as its clearly showing that it has been delivered.

I don't know what to do. Any got any suggestions or advice?

Many thanks.
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  1. D-Pac's avatar
    ebay is becoming more understanding towards the sellers. If your seller level is standard or above and you have lots of recent positive feedback they almost certainly decide the claim in your favour.
    I would suggest getting in touch with them via online chat (to get through to a human just type in "talk to advisor") and explain the situation, sometimes they decide in your favour there and then.
    DistortedVision's avatar
    Author
    This is what I'm concerned about. I used my other eBay account which has feedback less than 50 and my main account which has feedback of almost 1500 wasn't eligible for the 80% off FVF offer. The account used still has 100% feedback and feedback from recent sales. But the funds were put on hold until 9th November like the previous sales as I've only started using this account for selling.
  2. newbuyer17's avatar
    I had something similar. Buyer was furious with me as he had an empty box delivered. At first I thought he was trying it on, but after speaking to him I'm 100% certain he wasn't.
    Pretty sure the courier had it, so it does happen.
    I just wrote it off and sent him another, about 80 quids worth. Annoying, but wasn't worth the negative feedback to me. Pretty sure eBay/PayPal would have sided with him anyway, despite my 100% feedback.

    I wouldn't sell anything high value with PayPal now. Cash on collection or not at all.
    ibz100's avatar
    I've never had PayPal side against me where I have proof of postage.
  3. bozo007's avatar
    Whatever happens, ensure you correspond with the buyer only through eBay's message system. That way, if he later decides to say "item not as described", the messages will show malicious intent.
  4. johnny_storm's avatar
    I had this happen a few years back over a new PS4 game. Buyer claimed never received. eBay said I should have sent recorded delivery and stole my money, they also decided they should keep their cut!

    Later I found the buyer was listing multiple copies of the exact same game for less than he paid to me. But according to feedback wasn't sending them out.

    Was a total scam , but eBay refused to budge. I have never sold a thing of their site since.
  5. DistortedVision's avatar
    Author
    I received this reponse from Evri:

    "Thank you for getting in touch with your enquiry regarding parcel XXXXXXXXXXXXXXXX and advising us that your recipient hasn’t received it.

    I have looked into this and can see that the courier delivered the parcel on 29/10 @ 12.55. They placed the parcel at the back door for your recipient to retrieve safely.

    I’ve checked this against our system, (which tracks the location of the courier via GPS) and this shows they were outside the property at the time of the delivery. The courier has also confirmed with me that that parcel was delivered to the correct address.

    I’m sorry for any inconvenience this has caused you. For future deliveries, your recipient can choose a preferred neighbour or safe place to leave their parcel here . That way, we can make sure it gets to them, even if they’re not at home.

    If you need anything in the future, please contact your Evri Customer Service Team and we’ll be happy to help."

    It seems Evri is saying it was delivered and that's the end of the matter. I'm not really sure what to do next.
    DistortedVision's avatar
    Author
    Good news.

    The person dealing with the matter at Evri just called me. She said that taking a photo of the card is non-compliant and the courier will be disciplined. She agreed that it wasn't proof of delivery. She said that I can now make a claim for non-delivery.

    All of you that said that GPS alone was not proof of delivery were right. (edited)
  6. gazw's avatar
    If tracking shows as delivered, you have no problem with ebay.
  7. fiestasteve44's avatar
    As others have said let the buyer open a case. Respond saying it shows as delivered.
    Then escalate to eBay after the 4 days and they will close the case in your favour.
  8. JimboParrot's avatar
    OP - all the eBay and courier company issues you've posted on here I'm surprised you still bother selling items! Two eBay accounts as well.
    DistortedVision's avatar
    Author
    You are all probably shocked to hear this but Hermes / Evri have been my goto courier for eBay items. Cheaper than Royal Mail and the convenience of dropping off at a parcelshop which opens early and closes late. I've sold over 100 items on eBay in the past 2-3 years sent by Hermes / Evri. I only send high value items which are bulky by Parcelforce or if small by Royal Mail Special Delivery. I've only had one previous issue with Hermes / Evri. I am pretty certain the time before the buyer was trying it on by claiming non-receipt. The outcome of the claim was like a stalemate. PayPal decided it was neither the buyer nor the seller's fault and they covered the cost of the claim out of their own pocket.
  9. lolmonster88's avatar
    I wouldn't worry. If Evri is reporting as delivery has been made on their website, then ebay will decide in your favour. It will be up to the buyer to contact evri if it has genuinely been stolen. As long as you provide the correct tracking number that shows its been delivered, you will be fine, you will just have to wait a few days for ebay to decide.
    DistortedVision's avatar
    Author
    I used Evri's automated online chat system to create an enquiry to investigate. Buyer has not opened a dispute yet but think this will inevitably happen in due course.
  10. paulleen's avatar
    As the tracking number shows your parcel was delivered you are 100 % safe. Buyer can open a case: "item not received" but eBay will close this in your favour. Had the same problem a month ago. Buyer opened a case but tracking number from Royal Mail showed item was delivered. A few days later eBay closed the case in my favour and that was it. I didn't hear from the buyer. Good luck. But I should contact eBay by Live Chat to tell them item was delivered and buyer is wrong and ask them for advice. But you have done nothing wrong.
  11. powerbrick's avatar
    Evri have to attempt to deliver 3 times to the recipient unless they have opted to leave elsewhere via the website.

    Why would the courier then photo a missed delivery card?

    I'd say the buyer has a good case because of this.
    DistortedVision's avatar
    Author
    If I track via eBay it says delivered to backdoor. What I don't understand is why the courier photographed the missed delivery card and not the parcel.

    I actually had two parcels left on my front door today when I was out. I was expecting them and the delivery email showed a photograph of the parcels on my doorstep. Photographing the delivery card makes no sense to me at all.
  12. GreekJesus's avatar
    If the parcel was left outside surely it could have been stolen by anyone?
  13. DistortedVision's avatar
    Author
    True but not sure how likely as it says delivered to backdoor.
  14. Pilow's avatar
    [deleted]
    DistortedVision's avatar
    Author
    How can they file a INAD claim? They would have to physically return the item which they are saying they never received to receive their money even if the claim was successful in their favour. Also how can you know an item was not as described if they've never received it?
  15. Sprograt's avatar
    It seems Hermes has a new name (Evri) but they are still up to old tricks.
  16. crofter's avatar
    If the buyer opens an item not received case via Ebay be sure to upload the tracking number to the case or you may well lose it.
  17. chrb's avatar
    I do have sympathy for the buyer. The photo evidence doesn't show delivery just a card left showing it wasn’t delivered!
  18. JackieBrown's avatar
    Evri are a terrible delivery company. They have probably delivered but to the wrong address. They once took a photo of the item on my doorstep claiming delivered but then they hid it in one of the bins. So make sure the buyer has looked all round their outside. May I suggest using dpd or royal mail next time.
  19. andynicol's avatar
    You say the item was fully insured but cannot make a claim as it clearly shows its been delivered...?

    I would dispute that, the courier doesn't have a signature, or the norm these days is a photo of an open door with parcel in view, the courier on this occasion has provided a non-delivered slip and also stated it's been delivered to the back-door.

    If there was no-one at home why didn't they attempt the next day?

    Can't always assume the buyer is lying, the courier, who you paid, hasn't performed adequately to ensure the item reaches its destination.

    IMO eBay will side with the buyer if they raise a non-receipt claim, you then claim the funds against the courier.
    crofter's avatar
    Signatures are not being collected by any courier company as far as I am aware. They are supposed to take a picture of the item in your open doorway.

    As far as ebay are concerned the seller would win any case as long as they upload the tracking.
  20. CrunchyFrog's avatar
    I don't have much to add to existing responses to the main question - but note ...
    "I actually almost cancelled the transaction as the buyer took 2-3 days to pay."
    ... buyers have 4 calendar days to pay.
    ebay.co.uk/hel…009
    hc4eva's avatar
    So…You can cancel an hour later if you do wish without any repercussions.
  21. Stanmorepark's avatar
    Ok. here is our experience with Evri. My son bought something and it was going to be delivered by them. He tracked the parcel and saw that it had arrived in our road. We have cctv and saw a car pull up on the opposite side of the road. The man sat in his car for several minutes, then he left. We thought it very odd. My son then had a notification saying the driver had been unable to deliver due to no answer at the door. It said he would try delivery later.
    In the evening the same man turned up in the same car and delivered the parcel. He left and my son opened the parcel only to find that his item had been swapped out for something cheaper and approximately the same size and weight. My son complained to the seller who replaced his item for the genuine order. I don't know if the company pursued Evri about this...
  22. Legobuilder's avatar
    If its an expensive item then blame needs to be put on courier by sound of it. If it was a tenner item. I would just personally refund him but let buyer know I will still wait to see if courier deliver on a 2nd attempt 1st. I wouldn't personally want a buyer to be out of pocket to the full amount even if it was an expensive item which I wouldn't use some couriers in that case anyway.
  23. newbie68's avatar
    I do hope the buyer has got it and is trying it on as I feel sorry for them that they are going to be out of pocket. I've had several items showing 'delivered' over the years that I never received. Delivered - perhaps - but not to me or my home. Retailers involved in most cases (government in 2 of them) and all sent again or refunded. I suspect they go to a neighbours house (same number and postcode) and they are 'kept'.

    It's sad that anyone should loose out in these circumstances - lets hope their thiefs and it goes on the sellers side
    DistortedVision's avatar
    Author
    You hope the buyer has got it and is trying it on? You also feel sorry for them?
    What about me?!
  24. jaketheplumber's avatar
    This must happen a lot........unfortunately

    (edited)
  25. gluon's avatar
    I think people here are deluded. Just because the courier says it was delivered does not mean ebay will side with you.

    It is the responsibility of the seller to ensure that appropriate proof of delivery exists and that means using a reputable courier. They should be talking to the courier asap and asking where the parcel is as it wasn't delivered to the receiver.

    The buyer cannot make a claim against hermes/evri as they have no contract with them. The courier will tell them to contact the seller.

    Unless ebay are going to pay out of their own pocket, when the buyer does a chargeback, someone will be paying.

    ebay.co.uk/hel…799

    The bank or credit card company will not accept some random tracking with no proof of delivery. (edited)
  26. DistortedVision's avatar
    Author
    Made a claim with the Evri. Buyer opened an eBay claim. Buyer signed Denial of Receipt letter which was sent to support the claim. Buyer didn't want to wait and escalated the claim to eBay. eBay have closed the case in my favour. Still waiting for the outcome of my claim with Evri. (edited)
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