Please note that I currently have an open case with eBay for non-delivery. To summerise, eBay Buyer Protection, also known as the eBay Money Back Guarantee, provides buyers with a refund if an item doesn't arrive, is faulty, damaged, or doesn't match the listing description. It covers the purchase price and original shipping costs and is free for most items. On 4th June I purchased an item which was dispatched on the 5th June using UPS as courier. The UPS van turned up on the 6th, parked outside the house for 4-5 minutes but the driver did not leave the cab of his van. After lengthy conversations with the seller and 15 days of waiting, the item still hadn't arrived and the status on the UPS tracking was showing a warning. It was obvious that the package was missing so I raised a case with eBay, that night, at 2.54am, the tracking status changed from awaiting package to return to access point to delivered. Obviously, this is untrue, if the package had been delivered or dropped off my security cameras or video doorbell would have notified me.If a tracked package has been marked as delivered eBay will usually favour the seller. However, the item is expensive and there was no proof of delivery such as a photo or signature, the eBay customer service representative put my case on hold for an additional 3 days to allow the seller to provide proof of delivery. The representative also indicated that if the additional information could not be provided the case would be closed in my favour. The 3 days have come and gone, it has almost been a week since the customer representative sent the correspondence, the case is still on hold. The customer service agent has not considered the true facts or asked me for further evidence, I have screen shots showing the UPS tracking status which clearly shows they do not have the item located at their access point.Appreciate that eBay has become a place that attracts scammers, both as buyers and as sellers so it must be difficult to find the balance in creating a fair environment for all to be called a trusted platform. But, if you are promoting that safe environment and offering buyer protection then follow up on it, don't keep people waiting and, if required as individuals to provide more evidence on non-delivery don't rely on a the say so of a delivery company, photograph and signature should be mandatory.
