A seller who listed a MacBook Pro on eBay for £316.96 plus postage encountered issues when the item, sent via Evri, arrived with the buyer exhibiting dents in two corners and a damaged delivery box. The seller suspects the damage occurred during transit, possibly due to the parcel being dropped.
To appease the buyer, the seller offered an immediate £40 refund, which was accepted. Subsequently, the seller attempted to claim this amount from Evri. However, Evri proved unhelpful, initially stating that eBay, as the platform through which the postage label was purchased, was responsible for the issue, citing the Consumer Rights Act 2015. Evri's stance was that as a third-party retailer, eBay held the delivery details. Evri also encouraged customers to follow packaging guidelines to ensure parcels are protected.
When the seller approached eBay, they were informed that since a third-party provider, Packlink, was used to purchase the Evri label via eBay, the courier was responsible for compensation, as it was considered 'custom postage'. The seller then re-engaged with Evri, but customer service representatives reportedly did not fully grasp the situation or acknowledge eBay's directive, and eventually ceased responding to emails.
Upon intervention, eBay explained that sellers have choices in how they dispatch items. In this instance, the seller utilized Packlink, a third-party provider purchased through eBay, to book Evri postage. While it was understood why the seller contacted Evri directly, eBay advised that claims should have been made through Packlink. As a goodwill gesture, Packlink has agreed to reimburse the seller the £40 that was refunded to the buyer.