Need some advice.

[steven3709]

Sold an item that was sent via Royal Mail, after a few days the buyer opened a case as item not received, so i messaged the buyer stating i would chase the item with Royal Mail

Royal mail have told me a couple of days ago the item is probably lost, so i have sent the buyer several messages asking does he want a refund or does he want me to resend some more items.

No answer from the buyer until today who now states he still wants the item which is fine, however ebay can be involved tomorrow, so am i right in thinking i post off the missing item first thing in the morning and he asks ebay to get involved who automatically send him a refund, he then gets the item and a full refund? any suggestions !

[arkwebus · Accepted solution]

If he has opened a case you simply have to refund.  Unless you can show by tracking that the item has been delivered then you will lose any case.  If you have delayed past 3 days you risk an account defect. 

Refund now - in full - through the case.  He can buy again as a separate transaction if he trust RM

If you used an acceptable service with RM you can claim back something from them

@steven3709 

[john1297576]

If he has opened a not received case, REFUND now.

If item is lost he cannot really expect it to re-appear and as you are not registered as a business seller you are not epected to have a replacemeent.

As you say however quickly you post buyer can get a refund tomorrow, you would get a defect and no refund of seller fee.

[steven3709]

He has stated he wants the item if i refund can he give me neg feedback ?