Refund request denied | Questions and answers among users

argonut · 2024-04-28T17:47:37.339000Z

On 14/04/2024 I bought an item through eBay, cost 175 euros (170 item, 5 shipping) with Poste Italiane postal service - Posta1 type. On 17/04/2024 the package was sent to me with the following tracking code: 2IUP0324132371. On 18/04/2024, while crossing paths with a mail carrier who was making deliveries, I asked her if she had a letter or a package for me, and she replied no (around 12 pm). At 2 pm, checking the Poste Italiane tracking page, the letter turns out to have been delivered at 1:43 pm. I checked my home mailbox, but found nothing. At around 2:30/3 pm I contacted customer service, which did not provide me with assistance, but advised me to file a complaint, which I did around 6/7 pm, asking for help regarding the fact that delivery had been marked but I had received nothing, also indicating the value of the item. On 19/04/2024, I checked the shipment status again, and it turned out to be "returning to sender" on 18/04/2024 at 7:03 pm (that is, the same day as the alleged delivery), because "it was not collected by the recipient" (important information), something impossible to do, because Posta1 предусматривает that the shipment is dropped into the mailbox, without the 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 contact me back (which never happened). On 22/04/2024 I received a response to my complaint, which I provide below: "From the checks carried out on our IT systems, the item was 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 function offered is purely informative and does not allow, in any case, to determine with certainty, that is, on the basis of objective evidence, the data relating to the shipment and destination, nor whether or not the item was actually delivered. For this reason, for this type of product, the Universal Postal Service Charter does not provide compensation: specifically, it establishes that “in accordance with current national legislation and with the Universal Postal Convention ratified in the Italian legal system, refunds, compensation or redress are provided only for 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”. On the same day I went around 10 am to the Trieste Postal Operations 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 "return 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 asking for a refund, and if I had not been able to reach an agreement with the seller they could have stepped in from 27/04/2024. On 24/04/2024, the seller contacted me again saying he could resend the card on Friday 26/04/2024, I declined telling him that I preferred to obtain a refund and expressed doubts about the nature of the shipment because the tracking still showed the shipment in transit back to the sender; therefore from the data, he did not have 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, it appears to us that the seller provided the shipping code indicating that the item was delivered to your address. After reviewing all the details of this dispute, we have determined that you will not receive a refund." I immediately contacted eBay customer service, which confirmed that they cannot give me a refund, giving as justification the fact that according to Poste Italiane's tracking data, it appears that I REFUSED to receive the package. Even though I explained my reasons, and the fact that even if I had wanted to I could not have refused the shipment because, precisely, it is delivered through the mailbox, they would not hear reason and closed the case, also preventing me from appealing a decision made in a dispute. I contacted Poste Italiane customer service again, which continues not to provide me with any assistance. To date, at the time of writing, 28/04/2024, after a full 10 days, the shipment is still listed as returning to sender. I no longer know what to do, I ask for your help. I thank in advance anyone who will reply to me.

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Refund request denied | Questions and answers among users | eBay Italy