eBay Item lost, Seller ignore request. eBay refused refund

Lrayn7x on 07/01/2017 - 11:06
Last edited 10/01/2017 - 10:31

Bought a $450 item from eBay, the item is lost by Australia Post.

The driver put a Attempted Delivery tracking and say my office is closed when everyone is in the office. Since then Auspost lost track of the item.

The seller would not reply to any of my request.

I open a case with eBay and they closed my case saying the tracking info show the item is delivered to my address. I called eBay and they say that when the tracking information shows Attempted Delivery, that means it is delivered. Even Australia Post knows that they have not deliver my parcel.

Is there anything else I can do in this case. This is really unfair.

Updated 8/Jan

My appeal with eBay is denied, and they basically repeat the same thing to me. below I extracted the wording they used as the reason to deny my appeal:

ebay: "The tracking information shows that the courier attempted the delivery and that would be considered as delivered. Your appeal has been denied since proof of delivery was provided"

I found that the seller advertised the delivery method as Parcel Post + Signature. So now I am going back to eBay with this particular point to ask them to provide me the proof of delivery with my Signature on it.

If this doesn't work out, I can only say eBay is really dogy in handling this.

Updated 9/Jan Part 1

My 2nd appeal to eBay is denied again base on my argument that the Parcel Post + Signature delivery I mentioned in my previous update and below is the reason for denial:

eBay: "We have checked the transaction and it shows that it was delivered to the correct address which was the reason why we have denied the appeal. As for the signature confirmation, we don't require signature confirmation if the item is less than AUD 750. It would be best to contact the courier to ask information about the item delivered."

Updated 9/Jan Part 2

I am really trying every single effort to deal with eBay and go back with the tracking information again.
As I previous mentioned, the Attempted Delivery even is on the tracking but it is not at the Suburb my delivery address is.
The tracking event happen at the suburb which is 2 sub away from where my office is.

So i appeal to eBay again and as expected it is denied again with the reason below:

eBay: "Please know that eBay doesn't see or handle items on eBay. We based our decision from the information that we have on file. If you have not received the item, you may want to contact Australia Post about this and file a claim. "

To be honest, I am not going against the seller at this matter, what i found that is how eBay being so dogy in turning black to white.

Updated 10/Jan

I gave up with eBay, they are just protecting themselves, and standing firm on the ridiculous reason for the decision.

Even they know the buyer cannot make a claim with Australia Post, they still ask me to contact Aust Post for inquiry and compensation.

All these times when I make a purchase on eBay, you see the phrase of "money back guarantee", "Buyer protection" are absolutely misleading.

I have contacted the seller again and again, and finally he make contact with Aust post and lodge a case for the delivery.

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Comments

  • John Doe AU on 12/01/2017 - 15:21
    +1

    I had a similar issue last year, neither eBay (through the site), Paypal, nor the seller helped in any way.

    I ended up contacting Ebay AU through Twitter and told them I'd essentially close my account since this defeats the purpose of using either of those platforms. And they responded in kind and I fully laid out my problem and they made an executive decision then to help me out as a once-off.

    I'd give it a shot, nothing to lose.

  • eggboi on 12/01/2017 - 18:54
    +1

    The whole "complain to Australia Post" thing is BS. It's up to the seller to chase that up. You had a contract with the seller to get the item. The seller contracted AusPost to deliver the item. The relationship between the buyer and AusPost is indirect.

    If Ebay won't help you, go to PayPal. (I would have just gone to Paypal in the first instance).

    If Paypal won't help, do a credit card chargeback.

    If neither of the above works, file a dispute against Paypal with the Financial Ombudsman Service.

    If that doesn't work, file a dispute against AusPost with the Postal Industry Ombudsman.

    I've always found companies stop buggering around as soon as they are served with a notice from the relevant industry ombudsman.

    Good luck and let us know how you go.

  • lowndes8 on 12/01/2017 - 22:30
    +1

    I had an issue on ebay where i bought a dvd box set, tracking said it was delivered but never was.

    Ebay would not give me my money back as they said it says delivered

    I logged a dispute with Australia Post who found out the parcel was delivered but no to my address never found out where it went

    Eventually i got Australia Post to issue me a letter stating it was delivered to an incorrect address i then contact paypal who in return gave me a full refund.

    As far as ebay/paypal as long as the tracking says its been delivered thats all they care.

    Go straight to Aust Post paypal wont care they will say says delivered too bad.

  • sunnyc on 02/06/2017 - 22:36

    So does anybody know if fair trading works with complaining about ebay. I lost my appeal and reappeal because they said it was delivered but it was delivered to an address 10km away.

  • SavvyBuyer1234 on 27/11/2017 - 04:50

    I had a similar issue. Purchased an item worth AUD $1000 that was shipped via the Global Shipping Program.

    The item was marked as delivered by Australia Post but I never received the item. The seller was unwilling to investigate past the “delivered” electronic record. Ebay also aided with the seller and would not investigate further past the electronic record.

    I then took it upon myself and launched an investigation….

    It is extremely difficult to track items shipped under The Global shipping program (GSP) as the investigation has to be launched by the seller and cannot be instigated by the buyer. Also under the (GSP) the seller is only accountable for the item when it is transit between the sellers address and the GSP distribution centre. As a result if your item has gone missing after the GSP, it may be difficult to get the assistance from your seller as there is no incentive to do so, unfortunately they have already been paid and investigating your claim is time and effort without reward.

    So in my case I tracked backward. An Investigation was launched with Australia Post, they immediately confirmed that there was inconsistencies in the delivery record as the item was marked as delivered from a South Australian Postcode when the item was addressed to be deliveeed in Sydney. I communicated this information to the buyer but I was told there was nothing he could do. I submitted this information to ebay along with the Australia Post investigation number but ebay still refused my claim.

    Investigating further Australia Post gave me the consignment number from Fed-ex whom shipped the item from the GSP to Sydney. Fed-ex were extremely helpful, providing me with emails confirming the package was carted from the US to Sydney and the item was never officially passed over to Australia Post. Unfortunately Fed-ex were unable to change the status of the electronic record. Fed-ex did provide an investigation number however that allowed me to forward this information to Australia Post. Australia Post investigated and confirmed the electronic consignment record was opened for the item but the item was never received. Australia Post sent me an apologie email with a copy of the consignment record and intern updated the electronic tracking record on their website to confirm item was never received from Fed-ex. After several hours spent investigating, the claim was again re-opened with ebay and all this information, emails investigation numbers, updated tracking information was submitted. Ebay again responded that there was insufficient evidence to refund my claim. After a phone call to Ebay, asking them what further evidence was required they had mentioned that a Statutory Deceleration was required. After submitting a Stat Dec the claim was again refused based on the fed-ex electronic tracking record.

    The matter was also raised with consumer affairs that told me there was little that could be done. I was unable to chargeback via credit card as the purchase was funded via a savings account.

    After this point I simply gave up and have vowed never to use ebay, the GSP or PayPal again.

    • rayn7x on 27/11/2017 - 14:52

      I had a lot of problem with both eBay and Paypal, both as a buyer and seller.

      I found that they are using some kind of tactic to turn down any claim, no matter you are a buyer or seller.

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