Seeking Advice on How to Resolve eBay Dispute

sagrules on 17/12/2019 - 10:33

Hello,

About 3 weeks ago I purchased a phone case using ebay plus account via reputable phone provider. Item was sent out and delivered same day (which i am suspicious about) to my partners work address and marked on their system as delivered. The work address has proper reception stand and someone to sign off deliveries if required. This delivery however did not require signing and was left somewhere unknown to us.
Seller lodged a query on our behalf via Aus post and after lots of going back and forth with Seller and Aus post who refused to provide any info on the matter has decided that the item was in fact delivered as stated and will not do anything further. I have requested ebay to investigate, and they closed the matter due to the above notes. Seller refuses to offer replacement or refund even though they probably have insurance to cover this kind of cases. Item costs around $60.

I have limited experience using ebay and this is the first time buying something via this seller.
Has anyone had any success with getting either refund or replacement item? I'm not sure if there is anything else I can do.

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Comments

  • HighAndDry on 17/12/2019 - 10:38
    +1

    Seems like it was delivered and then lost by the office.

    • Skramit on 17/12/2019 - 10:39

      This.

    • sagrules on 17/12/2019 - 10:39
      +2

      Could be but i dont expect it to be delivered same day it was posted out, it wasn't express posted. Also, i have had many items delivered here with no issues.

      • RockyRaccoon on 17/12/2019 - 10:43

        How long after ordering was it posted out?

        • sagrules on 17/12/2019 - 10:51
          -1

          Looking at ebay account its showing Purchased on Sat 23rd Nov, delivered Wed 27th Nov. But tracking number was provided on 24th Nov which is a Sunday? Post offices dont even operate on Sundays.
          Above text/image says item was sent on 27th Nov and delivered same day. Does that sound right to people?

          • HighAndDry on 17/12/2019 - 10:53
            +9

            @sagrules: Tracking number is loaded once the 'job' is created in Auspost's system iirc, so that can absolutely happen on a Sunday.

            Then it was picked up Mon/Tue, confirmed sent by the seller Wed when they checked, and delivered Wed too.

            Seems reasonable all in all.

      • HighAndDry on 17/12/2019 - 10:51
        +1

        If the address is in the CBD, same day sent and delivered happen fairly commonly in my experience.

        Just to double check - you have Auspost directly confirming to you that it was delivered?

        • sagrules on 17/12/2019 - 11:03

          Delivery was not to CBD, one of outer suburbs. Yes, have contacted Auspost directly as well after the matter was closed and tried to reopen the case unsuccessfully.

          • HighAndDry on 17/12/2019 - 11:04

            @sagrules: Mmm still not implausible if the seller was just slow marking it as sent. Maybe get Auspost to confirm where it was delivered to - perhaps another office in the building, left it with building reception instead, that kinda thing?

            • sagrules on 17/12/2019 - 11:07

              @HighAndDry: We specified the level to be delivered on the address. No other company works on this level.
              I can't be sure if the postie was physically on that floor that day and who in reception received it.

              • HighAndDry on 17/12/2019 - 11:19

                @sagrules: Any way you can get building management to scrub through CCTV footage?

                • sagrules on 17/12/2019 - 12:47

                  @HighAndDry: My partner said the CCTV on the floor is managed by its reception staff :s

  • mini2 on 17/12/2019 - 10:48
    +1

    Chargeback.

    • sagrules on 17/12/2019 - 10:49
      +1

      Paid via paypal and used credit card. What do I say to get a chargeback? Has anyone done this successfully?

  • Hithere on 17/12/2019 - 11:02
    +1

    What do I say to get a chargeback?

    Contact your financial institution and discuss it with them.

    • sagrules on 17/12/2019 - 11:04

      My partner thinks it will not result in a positive outcome because Auspost will say they delivered the item and we wont have any backing. That's why i'm asking others for feedback who have done it successfully.

      • Ughhh on 17/12/2019 - 11:11
        +2

        Contact back : a chance of sucess

        Not contacting Bank, making assumptions: no success, considering Auspost has closed case.

        Hmmmm

        • sagrules on 17/12/2019 - 11:14

          Yes, i agree with you there. But what % of success rate is likely? How many more hours do i need to spend to resolve this? That is what I am asking.
          If someone can please clarify in what instances chargeback works.

          • Ughhh on 17/12/2019 - 11:40
            +1

            @sagrules: How long is a piece of string?

            You're not going to be doing the investigation. How long does it take to call your bank? Probably less than the time you've spent here.

  • [Deactivated] on 17/12/2019 - 11:04
    +1

    Sorry, but your case looks weak when you say it was delivered to your partner's work address.

    • sagrules on 17/12/2019 - 11:07

      I'm not sure what you mean?

      • [Deactivated] on 17/12/2019 - 11:23

        The Australia Post delivery investigation counts as some form of evidence. On your side, anyone at your partner's work could have mishandled or stolen it. Your partner could have lost or stolen it. You could have changed your mind on the item. As a percentage, how sure can you be that it was never delivered?

  • Hithere on 17/12/2019 - 11:07

    Only your financial institution can initiate a chargeback.

    If eBay have closed the case, and 99.9% of the time they back the buyer, I doubt if you have any other options available to you.

    • sagrules on 17/12/2019 - 11:08

      You mean i cant notify the financial institution of the incident?

      • DoctorCalculon on 17/12/2019 - 20:09

        Definitely do NOT perform a charge back if you paid via PayPal.
        You are likely to piss off PayPal, and have your PayPal account suspended if you do not go through their dispute process.

        • TransportPosters on 18/12/2019 - 11:52

          Ridiculous. As a seller I've been hit by numerous chargebacks over the years, it's very common and there are no doubt repeat offenders who abuse the system to get free stuff and would be acted against by PayPal accordingly, but a legitimate one will be fine.

  • Hithere on 17/12/2019 - 11:13

    I've already suggested you contact your financial institution and discuss it with them.

    Perhaps eBay is not for you?

  • Simoneee on 17/12/2019 - 11:22

    Auspost usually takes a picture using their device to show that it has been delivered. Not too sure how it works at office but thats how they do it when delivered to my home.

    • sagrules on 17/12/2019 - 11:25

      I wasn't aware they do this, I only know Youfoodz does. Very helpful.

  • User210686 on 17/12/2019 - 11:23

    Is there a cctv in your building? Even if you don’t, you can tell Auspost that your cctv footage doesn’t show a postie on that day. You can also reach out to postal ombudsman. I doubt the seller had insurance, if it’s not via express post.

    • sagrules on 17/12/2019 - 11:25

      Its my partners work, I will need to ask.

  • o53djz7qTPY4der on 17/12/2019 - 12:24
    +1

    $60 on a phone case??

    • sagrules on 17/12/2019 - 12:31

      It was a present.

      • o53djz7qTPY4der on 17/12/2019 - 12:32

        Still… Do you have a link? I'm curious what a $60 phone case looks like.

        • sagrules on 17/12/2019 - 12:35

          I have PM'd you the link

        • kerfuffle on 17/12/2019 - 13:18

          The Daily Edited phone cases are $60 for the cheapest one

    • mini2 on 17/12/2019 - 13:09

      Could've been worse, ever priced up one of those Rimowa or LV phone cases?

      Hell, Otterbox at full retail is round about that figure.

  • Any thing on 17/12/2019 - 13:27
    +1

    It won’t help in this instance but for future deliveries consider a parcel locker with Australia Post, it’s a free service and will avoid this from happening again.

  • JimmyF on 17/12/2019 - 13:33

    Seller refuses to offer replacement or refund even though they probably have insurance to cover this kind of cases. Item costs around $60.

    Well the seller sent an item, it was tracked, it was delivered to your work and then LOST.

    This isn't the sellers fault now is it? Insurance won't cover them, as the item is delivered.

    Credit card charge back will fail, as the seller can prove the item was shipped and delivered.

    Your best course is to get someone to start walking around the office and looking for your package.

  • OzHunterNSW on 18/12/2019 - 10:18
    +1

    The "contract" is between the seller and Oz Post… once the slack arse postie ticks the box, ebay, and PayPal, consider the case closed.
    You get onto the Police Web Portal, and report Stolen Mail - you need to get the Ref N,… this is proving at least that something is amiss.
    You then keep on eBay's back. You have the seller hound Oz Post and have them ask for proof of delivery.

    It is BS… the postie simply ticks the box at morning tea… they even make out you were not at home… they are the worst delivery system in the world, and that is no exaggeration.

    Just keep on eBay… tell them that you are not happy…. what they may do then is issue you with a credit to the amount lost.

    • StickMan on 18/12/2019 - 10:24
      +1

      Yeah, here's a couple of examples of 'your package is delivered' from AusPost or couriers, just this year:
      - Actually delivered to neighbours
      - Delivered to some random house on the same street
      - Marked delivered in system, which kicked off product warranties etc. Courier was just lazy and didn't even drive out to my house.
      - Marked as delivered, floating in depot somewhere.

  • StickMan on 18/12/2019 - 10:21

    Has anyone in this thread forgotten how AusPost fails deliveries and marks packages as whatever? Why are y'all all assuming the office lost it? "Marked delivered" doesn't mean squat.

    Item was sent without signature on delivery. The burden on proof of delivery in Australia lies with the shippER, not you. It's written in law, or 'law'. The sale is not completed until the shipping process is complete - which it's not because you're saying it's not, and they don't have proof that it IS completed.

    No signature, no case. Should be instant win. As you can see, not everyone plays by the rules. Ebay and the seller are being insane here. Open a new case, and if that fails chargeback.

    https://www.accc.gov.au/consumers/sales-delivery/non-deliver…

    Take a guess why "signature on delivery" in AusPost is "proof of delivery" ?

    • sagrules on 18/12/2019 - 14:26
      +1

      Thanks for the info, really appreciate it.
      Supplier is now telling me that it was sent via courier service and require me to sign a stat dec to confirm the item was not received (as if the last 3 weeks of back and forth was not enough) and they will issue a replacement.

  • eggles01 on 18/12/2019 - 14:14

    why did you address it to your partners work place in stead of your home address have you asked the seller for the the proof of the postage also the post office it was sent from and time it was sent,

  • fishka2 on 18/12/2019 - 18:09

    If you paid PayPal lodge a case with them. Or Just file cc dispute with your bank as item purchased not delivered. Many banks u can do it online. Onus is on eBay to prove delivery which they can’t since no signature. This really surprises me cuz I’ve dealt with both eBay and PayPal and always simple refund

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