Lost or Delivered but Not Received (eBay UK)
Delivered but Not Received
Sorry for the inconvenience. As we checked, it shows that your parcel with tracking number xxxTrackingxxx has been delivered by xxxCourierxxx on xxxDatexxx. The tracking information is available at xxxLinkxxOfxxTrackingxxInfoxxx.
In this case scenario, please try the following:
1. Check with your neighbors or people in your household who may have received the item for you.
2. Check your area as the parcel may have been hidden at a safe place by the delivery man.
3. Contact xxxCourierxxx at xxxNumberxxx for more details about the delivery.
If you still could not locate the parcel there, please feel free to get back to us, and we will follow this up and further investigate the delivery of the item. Please accept our apology for any inconvenience caused.
For investigation:
We are sorry to hear that you have not received your item. We will now lodge an investigation with xxxCourierxxx regarding the status of your item and it normally takes 1-3 business days for such case to be looked into. We will get back in touch with you via this email once we receive an update. We apologise for the inconvenience.
Lost (with Stock):
Thank you for patiently waiting. We regret to inform you that our courier was unable to locate your parcel. In this case, we are sorry to inform you that the item might have been lost in transit. In order to avoid further delay, we would like to know if you want us to send another item as a replacement or process your full refund. The replacement takes 1-2 business days processing and 3-5 business days for the delivery depending on your location while the refund only takes 2-3 business days. Please advise which option you prefer. Thank you.
Lost (Out of Stock):
Thank you for patiently waiting. We regret to inform you that our courier was unable to locate your parcel. In this case, we are sorry to inform you that the item might have been lost in transit. In order to avoid further delay, we will be processing your full refund via PayPal since we will be unable to replace your order as this item is already out of stock. Kindly allow 2-3 business days for the refund to be processed. Once again, please accept our sincerest apologies for the inconvenience. Thank you for your understanding.
Important reminder: Make sure to notify Lucy & Sylvia about item not received issues. They will check it with WINIT and/or Courier to claim for compensation for our loss.
As per Lucy, if tracking information has no movement for at least 1 week, advise the customer that parcel may be lost. Refund right away. No need to wait for Lucy or Sylvia to decide.
