Bartolini shipment with tracking suspended
Summary: codetown sold an item and used eBay's shipping service, choosing to ship through a carrier selected by the buyer. The package was handed over to Bartolini, but the tracking hasn't shown any updates after the first movements, causing a dispute from the buyer. codetown tried to resolve the situation by contacting Bartolini and the call center, but without success. marioelegio suggests refunding the buyer and checking the purchase insurance through Packlink. codetown disagrees, considering that responsibility lies with eBay and Bartolini, and plans to file a complaint for theft and fraud.
I sold an item on 7.8.2026. For convenience and safety, I use Ebay Shipping.
I asked the buyer via eBay messaging whether they preferred Poste Italiane or Bartolini. They chose Bartolini. I hurried to print the label, pack the item, and deliver it to the Bartolini drop-off point on the same day, 8.8.2026. On 10.8.2026 the physical courier picked up the package.
I don’t know for what mix-up or error, the tracking has no further updates beyond the two mentioned above. But the tracking number is present on eBay and you can see the two initial updates.
I thought it was a display issue that hadn’t yet been updated with the latest events and I asked both the Bartolini point (which confirmed that the courier had picked up the package regularly) and then I called the call center, which asked me to write in (because over the phone they don’t know what to say). I also filed a complaint via PEC, but I still haven’t had a response.
Meanwhile today the buyer immediately opened a dispute for item not received and eBay sent me an automatic message telling me to issue a refund.
I’m not at fault at all. I used the shipping service the buyer wanted, used Ebay Shipping (a paid internal service), used their label, did everything RUSHED to get delivery as soon as possible and keep everyone happy, and now I’m stuck with both the buyer and eBay threatening me. What do you recommend I do?
codetown
OP2 weeks agoSorry, but you're wrong to say it's my responsibility.
I used ebay's INTERNAL, integrated shipping service.
If ebay doesn't consider that service adequate, it should ELIMINATE IT.
Then the fact that this service has two sub-options and that I asked the buyer to choose the one most convenient for him does not absolve whoever offers the service of their responsibilities, nor does it absolve whoever chose a particular option of theirs. I simply gave plenty of room to choose and did everything with extreme rigor and precision.
In any case, since for days now no one at Bartolini has even bothered to give a half-answer (I find this attitude incredible) about what happened, when and how, I am about to file a criminal complaint for theft and fraud.
marioelegio
·2 weeks agoThe service is not internal, it is handled by an external company: Packlink.
Responsibility becomes the buyer's only if they specifically request a courier that the seller had not предусмотрed and if they buy the service directly themselves.
If the buyer simply chooses between alternatives offered by the seller, responsibility remains with whoever enters into the contract with the carrier.
If you purchased the service through Packlink, your contractual reference is that one (you have no direct relationship with BRT). If you need to file a complaint, you have to do it against Packlink.
hi
mario
codetown
OP2 weeks agoMario,
your suggestions are completely wrong and this is coming from someone who in his life has filed over 200 complaints against people and organizations of every kind and has spent years in legal battles against injustices of every kind. Everyone's responsibilities will be determined by a judge, and I hope the investigations shed some light on the wrongdoing that reigns within BRT.
marioelegio
·2 weeks agoThe buyer chose from the alternatives you proposed; you didn’t use a specific courier at their request.
So the risk is entirely on you. You need to refund the buyer, then try to recover it from the courier.
If you bought the shipping from packlink on ebay, there’s standard insurance with limited coverage. Try to see if they reimburse you something ... https://support-ebay.packlink.com/hc/it/articles/115003421369-I-requisiti-imprescindibili-per-aprire-un-reclamo-per-danno-perdita-o-furto-manomissione
bye
mario
codetown
OP2 weeks agoI have both BRT tracking codes. Both WORK.
They lead to the BRT package tracking page that shows all the CORRECT data (recipient, weight, etc). The only thing is that the tracking only has 2 entries: the pickup at the BRT point on 08.08 and the courier pickup on 10.08. Then there’s nothing else. The courier didn’t even set the 'in transit' flag (which I know from other packages shipped in the past). It almost seems like the package never left the depot at all or got out of the van after it was collected from the BRT point. Problem: BRT has a call center that DOESN’T EVEN WANT to listen, after 30 minutes on hold waiting to talk to someone they tell you to write in the form, I wrote there and also via PEC and NOBODY replies, the BRT point says he handed it over to the courier and is not responsible, ebay has NO support that can be contacted in ANY WAY. If I don’t find another way, I’m filing a theft report with the postal police.
it2015-inno
·2 weeks agoBRT changes the code when it physically has the package, and it’s with this new code that you can track it on the site.
Have you tried?
https://services.brt.it/it/tracking