Item wasn't delivered and was sent by Canada Post back to the sender

[olekprok-0]

Hello everyone,

I ordered a watch and after a few weeks of waiting didn't get it. Canada Post told me that they couldn't find the address despite the fact, that I came on the same day (got notification by e-mail from eBay that attempt to delivery failed) and asked about my parcel location. So, they told that they can't help and next time ask the sender to put the correct address. 

I asked for a refund as I don't know how long it will go back to USA and then how it will be imported to Canada again and what additional payments I need to do in this case. 

Today eBay send me an e-mail that my case is closed and am not getting a refund. The proof was that it was shipped and ready for pick up, that's not true as even on Canada Post website we can see that the parcel sent back to the sender as they could not find my address.

I paid with Visa.

The negative feedback that I didn't receive the watch, of course, was deleted.

Please advise what should I do and won't spend my 400 CAD for nothing. 

[femmefan1946]

You don't have a Paypal account which is how most payments are processed?

That means you don't have the second layer of Buyer Protection.

However you do have the third layer, which is your card's chargeback service. Card policies differ, but have all your dates, transaction numbers, and prices (including currency) at hand when you call the customer service number on the back of your card.

Let us know how it goes.

Once you have your refund, drop by that postal outlet (I bet it wasn't a post office) and ask to speak to the manager about why your shipment was returned so quickly. Normally they hold parcels for five to seven days.

[cumos55]

This happened to me once....

The address was in Ottawa.   The parcel came back to me as ... address not found.

Buyer confirmed the address was correct...

Various searches on the internet indicated the address was correct and found.

Payment was fully refunded...   My choice as the seller.

It happens.

[olekprok-0]

Hello,

I didn't send any updates during last month as had the following situation.

On July 29, 2019 item arrived back to eBay warehouse to Mississauga, ON.

Then after a few e-mails with Customer service they proposed to schedule a reshipment in the next 30 days and deliver to my address it again.

So, I was waiting these 30 days. Need to say that on August 13, 2019 someone from Customer Service wrote me a message that I won't get a refund and I need go to RCMP to write notice that package is lost. ( It was very weird situation and I asked another customer representative who asked my address again, what is going on and why I am getting such e-mails). After a day he replied everything is fine, that e-mail is a mistake, because another representative didn't know something... whatever..

3 days before 30 days period I wrote e-mail asking for tracking number as only 3 days left and still nothing was shipped.

Finally, today I got e-mail from another customer representative with bunch of polite words, but saying "it seems, I suspect" that package is lost and you won't get a refund.

It's just super ridiculous, so any your advises will be much appreciated.

😞

[olekprok-0]

Yeap and I don't have Paypal for this purchase. I used regular credit card

[reallynicestamps]

Turn the card over.

See the 1-800 number?

Call it and ask for a chargeback.

The clerk will need the payment date, amount and currency.  Don't go into great detail about the back and forth unless she asks.

You paid.

It was not delivered.

You want a refund.

If you are buying online in future, there is a lot to be said for using an anonymizing service like Paypal.

PP gives  180 days of Buyer Protection from payment. This is in addition to eBay's 30 days from delivery.

Card policies differ but are usually longer than eBay's or any merchant's.

[olekprok-0]

That's what I want to do in evening...
I wanted to get that watch so badly...
And Customer service doesn't look like "customer".
If VISA will reject to cancel payment, so think I'll go to the court, but have no idea so far how to properly file a complain.

[femmefan1946]

Do the VISA first, but if you want to go to court remember a lawyer will cost you about $300 for a preliminary consulatation, so you want Small Claims Court.

Go to your provincial website and search for Small Claims Court.

It will be under the Justice department.

If your province is like BC, the whole process will be done by emails.

Since English is not your first language, you may want to ask a family member or trusted friend who is more fluent to help.

My own experience with Small Claims is several decades old, and as the complainant, I had to pay a $25 fee to open the case.

My small knowledge of the BC system is based on a family member's argument with her neighbour. The neighbour started the claim, lost and he had to pay all the costs, including the fees she paid to a lawyer for his advice. (You don't need a lawyer in SmallClaims, but it is not forbidden)

[olekprok-0]

Thank you for highlighting that English is not my native language :)p

Called VISA in the morning, they opened a case. A merchant (I guess eBay) has 40 days to settle it or prove that item was delivered.  Will see how it will go. In any case, thank you for advises ( not sarcastic now), because eBay money back guarantee and all other cool slogans don't cost a loony in my situation. They can't help, they lost a package at their own warehouse in Mississauga and that's it.

And after that, if so my people facing the similar issue with a delivery address, why now to make proper validation of address field before sending the item ( google autocomplete forms will help or any other common logic ).

[lotzofuniquegoodies]

tyler@ebay 

I realize there are lots of variables for this. Just a follow up to the original post. Situations of parcels not arriving for various reasons seem to be reported here on a regular basis. Either items being returned to sellers due to incorrect addresses from buyers. Most often either new or guest. Other times its caused by a miss sort and just ends up at the wrong address and then may get returned or shipped from eBay (Packslip Page) and it doesn't match the Paypal payment. 

-Wrong Postal Code/Zip - Sometimes Canadapost/USPS will correct. Not always

-Apt number missing

-Buyer went on holidays 

What precisely is eBay's stance on these assorted situations. Both for the seller and buyer? For most buyers they refuse to pay 2nd shipping and sellers are on the hook for the return in most cases with Canadapost. Seller can end up out of pocket for the entire transaction if its due to a customers error and they choose to be difficult.

-Lotz

[tyler@ebay]

Hi @lotzofuniquegoodies - 

Because the reasons for an item not being delivered can vary, the handling of each situation would be unique. In general however:

Wrong Postal Code/ZIP - if a buyer provided the incorrect postal code, they would be accountable. If a seller sent to an incorrect postal code, they would be accountable. 

Apartment number missing - if a buyer provided incomplete information, they would be accountable. If a seller failed to include the apartment number and it was provided, they would be accountable. 

Buyer went on holiday - if the item was shipped with tracking, and there was an attempted delivery that couldn't be completed because the buyer was unavailable, the buyer is responsible. 

Again, these are 'in general' guidelines. Each transaction is unique and could have different factors at play. For anyone encountering situations like this I'd recommend contacting Customer Support so they can review in depth and provide advice personalized to the transaction. You can reach CS by phone or social media (Twitter or Facebook) and they'd be happy to help!

With regards to the OP, it sounds like they've opened a dispute with the financial institution, which supersedes any assistance that CS can provide. Hoping that @olekprok-0 is able to get a good resolution!

[olekprok-0]

Customer service was contacted with 20 emails forth and back.
My situation is fully described here and with customer service. You promised reshipment and I asked a few times to check it where is the package. Your CS replied, that package “seems”, “suspect” lost and they can’t help. So, maybe you will tell how is it someone mr Barry signed that item delivered back to your Mississauga warehouse on July 29, 2019 and then disappeared? I provided the full address again to CS on July 30, 2019 to organize reshipment. Everything shows that it lost at your place, but CS shows no respect and answers with blank statement.

[olekprok-0]

As for me, I am willing to pay for another delivery and to cancel the dispute if they can find and deliver.
Has someone proposed that?

[olekprok-0]

I’ll specify the difference between the first e-mail asking about the address for a reshipment and confirming if they fail to deliver, they will refund and the last e-mail with a response that they failed to deliver and can’t refund shows how unreliable are all their promises.

Other marketplaces, who make money on buyers and sellers would excuse, refund and give a gift card.

[retroman_studios]

Have you had a look in your eBay preferences and made sure the address you provided is correct?

I know this seems like odd advise but addresses can be wrong for a number of reasons. I had to correct a few times my address due to system glitches or fat fingers. Compare the address in your eBay settings to say your address that shows on a bill or credit card statement.

Based on your communications with Global Shipping, the address provided was wrong. But as for who got it wrong, well we may never know.

[olekprok-0]

Yes, I encountered one glitch when my e-mail appeared in my street address line.

But concern now is different: why after manually providing the correct address to CS they lost a package or didn't organize promised re-reshipment as agreed. As I mention in the first e-mail they proposed to send the parcel (if they fail to deliver, they promised to refund) and in last e-mail they stated that they lost it and won't do any refunds. And here we have only eBay and direct communication with them. Go to your warehouse or send message, ask to item number where is it and send it back.

[retroman_studios]

Just to clarify and remove all doubts, 99% of the people on these message boards are fellow eBay members and are not employees of eBay. Tyler is the only one who is an eBay employee.

I think you have run into one of those situations where everything that could go wrong has gone wrong.

In the future, if anything like this happens again, if you follow Tyler's advice and contact eBay CBS via Twitter or Facebook and give them an opportunity to resolve it, you would be pleased.

[olekprok-0]

I am just hoping that Tyler will see my messages and CS will do their job 🙂

I am ready to follow with them even now and to cancel the dispute as already mentioned.