Refund request denied, 175 euros lost | Questions and answers among users

argonut · 2024-04-28T18:06:48.396000Z

Good evening everyone, I’ll explain the issue in detail, hoping they don’t take down my post again. On 14/04/2024 I bought an item on eBay, cost 175 euros (170 for the item, 5 shipping) with Poste Italiane postal service - Posta1 type. On 17/04/2024 the package is shipped to me with the following tracking code: 2IUP0324132371. On 18/04/2024, after running into a mail carrier who was making deliveries, I asked her whether she had a letter or a package for me, and she answered no (around 12 noon). At 2 p.m., checking the Poste Italiane tracking page, the letter shows as delivered at 1:43 p.m. I checked in my home mailbox, but found nothing. At around 2:30/3 p.m. I contacted customer service, which did not provide any assistance, but advised me to file a complaint, which I did around 6/7 p.m., asking for help regarding the fact that delivery had been marked as completed but I had received nothing, also stating the value of the item. On 19/04/2024, I checked the shipment status again, and it shows as "returning to sender" on 18/04/2024 at 7:03 p.m. (that is, the same day as the supposed delivery), because "it was not collected by the recipient" (important information), which is impossible, because Posta1 means the shipment is placed in the mailbox, without any need for the recipient’s signature. I contacted customer service again, which did not provide me with support or useful information, except to tell me that someone would get back to me (which never happened). On 22/04/2024 I received a reply to my complaint, which I provide below: "From the checks carried out on our computer systems, the item appears to have been returned on 18/04/2024. In this regard, we must point out that for this type of service, delivery takes place by insertion into the mailbox, without obtaining a signature, and that the reporting feature offered is purely informational and does not, in any case, make it possible to determine with certainty, that is, on the basis of objective evidence, the data relating to the shipment and destination, nor whether the item was actually delivered or not. For this reason, for this type of product the Universal Postal Service Charter does not provide compensation: specifically, it states that “in accordance with the current national legislation and with the Universal Postal Convention ratified in Italian law, refunds, compensation or remedies are provided only for those services for which it is possible to determine with certainty, that is, on the basis of objective evidence, the data relating to shipment, destination and delivery”. That same day I went at around 10 a.m. to the Trieste Postal Operating Center and asked for help from a clerk there, who was unable to provide me with any assistance. I filed a new complaint, entering as the reason "returned to sender without reason", but it was immediately closed without a response. I opened a dispute on eBay for "the item was not delivered to me" therefore requesting a refund, and that if I could not reach an agreement with the seller they could step in from 27/04/2024. On 24/04/2024, the seller contacted me saying he could resend the card to me on Friday 26/04/2024; I declined, telling him I preferred to receive a refund and expressing doubts about the nature of the shipment because the shipment still shows as in transit back to the sender; therefore, from the data, he was not in possession of the shipment at that time. On 27/04/2024 I therefore asked eBay to intervene but my refund request was rejected for the following reason: "We are sorry to hear that you had a problem with the purchase. However, we can see that the seller provided the shipment code indicating that the item was delivered to your address. After reviewing all the details of this dispute, we determined that you will not receive a refund.". I immediately contacted eBay customer service, which confirmed that they cannot issue me a refund, giving as the reason that according to Poste Italiane tracking data, it shows that I REFUSED to receive the package. Although I explained my reasons, and the fact that even if I wanted to I could not refuse the delivery because, precisely, it is delivered through the mailbox, they would not hear any arguments and closed the case, also preventing me from appealing a decision made in a dispute. I contacted Poste Italiane customer service again, and they still do not provide me with any assistance. As of today, at the moment I am writing, 28/04/2024, after a full 10 days, the shipment is still shown as returning to sender. I no longer know what to do, I’m asking you for help. Thanks in advance to anyone who wants to reply.

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Refund request denied, 175 euros lost | Questions and answers among users | eBay Italy