eBay

pansy19 · ‎09-29-2021

Hello everyone ,

I'm seeking help after CP shut me dawn after Service Ticket.

On August 02/2021 I sent Parcel from Ontario to Ontario.

The Parcel value $ CDN 1000

Weight 18lb

Insurance , Delivery Confirmation, Signature req. all paid with shipping $ CDN 70.00

The last scan was on Thunder Bay on August 09/2021 ( delivery standard August 11/2021

I had to Refund Buyer as time passed .

I contacted CP Customer Service , the first person I spoke said it's lost and opened Service Ticket for me.

10 days pass , no one contacted me from CP , I don't know process and was told one CP agent will contact me during investigation.

I called again , the secont person from CP CS said I don't have Open Ticket ???

I asked him to speak with Superviser , he put me on hold.

I was waited on line , music came to the end and started stillness.

My phone batteries run out .

The next day I found message on my answering machine from CP superviser , told me to provide Information about receiver.

I provided all Information I had on first contact with CP CS.

I called again and provided all mine and receiver adresses .

I was waited again 10 days , nothing happened .

I called again .The women was so rude told me the case is close and hang up .

I called at the same minute again to speak with someone else .

No one ever contacted me, not Inform me that case is close .

My Service ticket is modified now , without any further Information.

Each time I called canada post I received mail .

If I don't provide Tel # from receiver they going to close case. I was told go to call EBay & Pay Pal to ask for receiver's Information and provide to CP . They wrote me to ask receiver is he/she got parcel then close case .

After all I don't get any call OR information, they still push me to find receiver OR they will not help me.

PG Letter from CPC Customer Service

Dear Customer:

We are currently working on the service issue raised with Canada Post Customer Service.

In order for us to proceed with the investigation, we will require the following information from you:

** Addressee / receiver email address and /or telephone number**

PIN :

As per CPC policy, we must contact the addressee.

Regrettably, without a reply from the addressee, we are unable to proceed with this claim.

We apologize for any inconvenience this has caused.

Thank you for your assistance.

Sincerely,

The bold letter are marked with yellow highliter .

Any advice , what shoud I do ?

Thank you

byto253 · ‎09-29-2021

In the seller hub, under Orders, put your mouse over that and in the menu pick Paid and Shipped. Find you item, and in the "Order Details" column is the order number in blue - click on that and it will provide the address and phone number.

It sounds like CP will not engage without the phone number.

lotzofuniquegoodies · ‎09-29-2021

@byto253 wrote:
In the seller hub, under Orders, put your mouse over that and in the menu pick Paid and Shipped. Find you item, and in the "Order Details" column is the order number in blue - click on that and it will provide the address and phone number.

It sounds like CP will not engage without the phone number.

@pansy19

Because that kind of information can el poofo after a certain time frame it makes the process of completing claims difficult because of waiting periods. Even moreso because of Covid. Ebay needs this is required info for customs and VAT, couriers and claims. Something they refuse to acknowledge.

This has been made even more difficult for anyone using eBay labels because eBay is considered the account holder with CP.

As for the garbled gobbley **bleep** ebay email address many buyers do not check that folder on a regular basis or mail can be blocked by filters making the process even more difficult.

-Lotz

pansy19 · ‎09-29-2021

Thank you .

CP doen't cover lost Items , they force sender to do all they lost OR stole .

The Tracking showing still not moved from Thunder Bay ?

lotzofuniquegoodies · ‎09-29-2021

@pansy19

CP would still be covering parcels for lost or extended late with any item using a tracked service. Depending on agent you are dealing with the wait time to open a claim can vary before you can file.

If 2 countries are involved it can take major back and forth to get something fully investigated.

The caveat with CP/USPS etc as per their links is any claims must be originated by the shipper.

According to CP's website:

When can I file a claim with Canada Post? The parcel arrived after the guaranteed delivery date. Use Track to ensure that date has passed. You submit your claim within 30 business days of the guaranteed delivery date.

Request a refund for late delivery of a parcel | Canada Post (canadapost-postescanada.ca)

Damaged delivery within Canada | Canada Post (canadapost-postescanada.ca)

-Lotz

msau4301 · ‎09-29-2021

What an awful situation for you, I hope it gets worked out. I have had to open Service Tickets with Canada Post a few times but my items are far less valuable than yours! I'm old school and like a hard copy of everything so I open the ticket on line at Canada Post and print out the info after. The follow up email confirming the ticket opening should have been sent to you as well (never delete these!). If you have a Service Ticket number still use that when you contact them. As lotz above has said you can get the address and (hopefully) the phone number when you look at your order details. I had a ticket open before for an item sent to the US and they had the phone number but not the email (since eBay scrambles it for security). The reason Canada Post does this, which does make some sense, is they have to confirm with the intended recipient it wasn't actually delivered since sometimes a delivery scan is not done. In your case I would doubt that would be the case since it was a valuable item you paid additional insurance on.

In my case I messaged the buyer (who had already asked about a refund) and told him that Canada Post was trying to contact him and had no luck by phone. I forwarded him the email from Canada Post and this guy actually emailed them to confirm he hadn't received it. Then, after 7 weeks, Canada Post suddently "found the package" and had it delivered that day. I was lucky I had a cooperative buyer, sometimes no doubt you would be ignored, if he did receive it and doesn't want to give you your money back he/she may never resond!

You need to have that ticket number, it's very important. At the very least you should have your tracking number with receipt I hope!?!

Worse case you could take your receipt in person to a Canada Post outlet and try crying the blues there. If you paid $70 to ship including insurance that is crazy that you are being ignored. That's what I would lead with, asking what the point is of paying for insurance if it can't be used!

I'm lucky I go to the same postal outlet all the time and they know me so they have sometimes felt sorry for me and gotten on the phone themselves for me which I was standing there (you could always try!) If you are trying the phone route again (not sure which number you use but 1-800-267-1177 I have had great luck with although I guess it depends who takes your call!)

If it makes you feel any better I did get a cheque in the mail (once!) from Canada Post for a ticket I opened when it hit the 60 day mark! Good luck!

lotzofuniquegoodies · ‎09-29-2021

@pansy19 wrote:
Thank you .
CP doen't cover lost Items , they force sender to do all they lost OR stole .
The Tracking showing still not moved from Thunder Bay ?

Are you checking tracking details with eBay or CP? There has been ongoing known lag time and often reported issue for eBay area to update in real time.

You can check tracking at either CP or USPS for latest scans.

-Lotz

dinomitesales · ‎09-29-2021

If this item was just sold on or around August 2nd, then you should still have a record of the order on eBay.

Is there no phone number specified on the order details?

pansy19 · ‎09-29-2021

Thank yuo verY much , I appreciate .

I'm going to Post Office from which I sent Parcel.I spoke with PO Clerk , he was shocked and said come with Receipt and Ticket # ( the same person who sent Parcel) he will call CP . He said if you paid for Service they have follow rules , Mailing adress as is stated on CP Official site no more Personal Information requare .

As shown on CP Site my Parcel last ccan was on Thunder Bay on August 09/2021 , then no more information .

It's their responsibility to scan Parcel when living warehouse , the Delivery Driver OR Contractor didn't scan OR Parcel not left warehouse .

Because of high value CP blackmail me to not Refund OR give it back what they took for service .

It's a shame from CP CS to tell me " Contact receiver , ask is she /he received Item , and close case " . That's a totaly low and disrespectful to tell customer with business with them over 12 years .

This is FIRST time I open service ticket for 12 years I use CP Service.

pansy19 · ‎09-29-2021

I'm checking Tracking on CP since day one. The last scan was on August 09/2021 Thunder Bay .

Thank you

pansy19 · ‎09-29-2021

I check Order details , there is Mailing adress ONLY .

Beside EMail adress in " ! " , when I put cursor on mark it shows Informations are awailable for 14 days only .

I tried several times to contact Buyer , no response .

The buyer has less that 10 feedbacks , maybe don't comes on EBay and check mail OR moved .......

Thank you

pansy19 · ‎09-29-2021

The standard delivery was on August 11/2021 .

Every time I call I speak with different person not one who opened Ticket.

They close my Ticket before 10 Days of time I open it . No contac OR explanation what OR why ????

This is very dirty what they doing .

Estimate time for Expedited Parcel from Ontario to Ontario is 2 business days .

As they don't confirm Delivery , they are late , so they should by their Policy Return Shipping cost , right ?

THEY CLOSE CASE !

msau4301 · ‎09-29-2021

I'm glad you are going to post office where you sent it from. Sometimes being face to face with someone gets more done. Good luck! I hope it turns out well!

pansy19 · ‎09-30-2021

Thank you ,

I don't have any option for now, maybe is modified Ticket close to, they don't inform me.

CP is closed today , I 'll go tomorrow .

All the best.

pansy19 · ‎10-04-2021

Quick update

I went to CP PO , The clerk called CP CS , no help at all.

They said that they can't do anything for me.

What is mean " Blocked Investigation " , anyone experienced ?

Thank you

lotzofuniquegoodies · ‎10-04-2021

@pansy19 wrote:
I check Order details , there is Mailing adress ONLY .
Beside EMail adress in " ! " , when I put cursor on mark it shows Informations are awailable for 14 days only .

I tried several times to contact Buyer , no response .
The buyer has less that 10 feedbacks , maybe don't comes on EBay and check mail OR moved .......

Thank you

Possibly tyler@ebay can address this.

For this info to be only available for 14 days is a bit short of a window especially when dealing with non tracked and/or international mail. In some cases it can even be too short of a window for tracked services. Maybe this needs to be extended to minimum of 60 days. International postal services are stating on their websites..Expect delays for processing due to VAT collection. That is side A of this. Side B is "easy" contact to buyers when parcels do eventually arrive and there is no easy way within ebay to request repayment.

-Lotz

Example. It can take 2 to 4 weeks for mail within Canada to get from the south to far north because of limited flight schedules. Even longer in winter.