on 10-07-2011 10:50 PM
I need help here please!! Buyer is saying that they never received item, I have proof of posting. I have told the buyer twice now that I have proof of posting, and offered to help, but got no response. NOW, I find out she has opened a case against me, and wishes a full refund for the missing item???? I still have my receipt from the Post office....what can I do?? I have tried to assist, and my offers have been ignored. I am certainly not willing to pay any money in refund, when I have posted item and have proof of same. Can someone please advise??
on 24-11-2014 7:11 PM
As an ebay user for many years i know the postal service Royal mail and all others inside out, 9 times out of 10 if the item is not signed for and the buyer claims they have not received the item they probably have and are pulling a stunt. For example i sold over 500 Police badges and 500 Nurse badges all sent same day 1st class royal mail. I have not had 1 police person saying they had not received the item but had 10-15 nurses claiming none delivery.
Yes it is true so goes to show, anyway what i do is send them a message polite but making sure i put the words Royal mail fraud is taken seriously please check with other members of your household that the item has not been delivered and misplaced as once we open a dispute with Royal mail it is out of our hands etc etc
This puts the horrors up the buyer and they think twice, it is like legalised kiting and is n different to using a stolen credit card, as soon as they see the word fraud and prosecution they soon back down trust me it works.
I think what ebay should do is when someone goes to open a dispute in the res centre for non receipt of item a big red banner should flash up in the middle of the page stating about postal fraud and prison sentences and how the postal services are clamping down on this and i bet you 100% disputes are halved for non receipt.
This is just my opinion.
on 10-07-2011 10:57 PM
A Proof of Postage is not proof of delivery!
Ask the buyer to check with their local sorting office and neighbours as posties sometimes forget to leave a card. Items that don't need to be signed for are kept for 3 weeks before being returned to sender; signed for items for 7 days.
R.M. don't consider anything lost until 15 working days after due date of delivery UK (25 days overseas). Most sellers will therefore usually ask the buyer to wait until it is deemed lost before refunding/replacing.
As you have a Proof of Posting (receipt with house number and post code) then you can send them a scan/photo to reassure the buyer it was posted. Once deemed lost you will be able to file a claim for up to £46 with R.M. You need a form P58 from the P.O. or download from link on this page:
You will need to attach a copy of the listing, the PayPal transaction and the receipt/proof of postage. Keep a copy of everything as not unknown for them to go astray.
R.M. will usually contact the buyer (UK) asking them to confirm non-receipt. If they don't respond within 5 days you don't get the compensation. Hence the need to maintain good comms with the buyer.
If the buyer escalates the dispute through eBay/PayPal, then as you can't provide a tracking number to prove delivery, the buyer will be refunded in full.
on 10-07-2011 11:06 PM
I am certainly not willing to pay any money in refund
Oh yes you will!
How can you have had almost 1,800 trades on ebay and never considered what ebay buyer protection means?
There's a link to it on every item you have sold - do yourself a favour and find out what it says about your responsibilities as a seller.
on 11-07-2011 7:00 PM
This is why you should always use recorded delivery or special delivery as it makes no difference having a postal receipt :i learned this the hard way with a dodgy buyer who was scamming me and many other sellers by claiming he never received his items when we all knew he did as confirmed by his delivery office however we all still had to refund him then claim from royal mail as postal receipts were not enough to prove he received the items and ebay found in his favour but he got caught out when i sent a replacement and used recorded delivery .He even then try to claim he hadn,t received it but i proved he did with the tracking and he eventually was banned from ebay..twice! I only use recorded now every time!
on 09-06-2012 9:40 AM
I have every sympathy with Bonjovilover, as I've found myself in a similar situation. I think that part of the problem is that at some point there has been a change in the terms and conditions. It used to be the case that the buyer had to pay for postal insurance, or be prepared to accept the loss of the item. By now, the responsibility has shifted onto the seller to provide proof of delivery, not just proof of postage. When this happened, I'm not sure.
on 02-02-2015 8:43 AM
on 10-07-2011 11:47 PM
Why do you need to call Customer Services?
When you registered with eBay/PayPal you agreed to their policies. One of which is that in the event of an Item Not Received dispute you need to prove delivery with a tracking number and if you can't the buyer will be refunded!
See help page here:
Disputes are now recorded on your dashboard and affect ratings, so best avoided whenever possible in future, espeically when you are in a no-win situation.
Although unfortunately, some buyers will go straight to open a dispute without first trying to contact the seller first.
on 27-04-2015 8:16 AM
I am a buyer on a similar case. In mine the seller has provided a tracker number and a delivery - which someone has signed the delivery which was not certainly my signature. The problem is I have not actually received the item. How do I proved that I have not and now ebay have closed the case I filed concerning the problem. I have contacted 'Customer Service' and told them I wanted an appeal. The reply I got is that I need to be extremely patient as they would contact the seller so the seller can contact the courier. I do not hold much hope in this at all and expecting i am going to lost my money. Anyway this is not the first time I have problems with sellers and usually just let them go as usually the amount involved was less than £10. Anyway time is hard and need to watch the pennies so going to give e-bay 2weeks to sort it out and then will close my account and will only shopped direct to online shops etc as I never have missing delivery problems with any of them or I always received what I have ordered. Also if ever there's any problem I find it a lot easier or more straight forward to sort it out with them than with ebay.
on 10-07-2011 10:58 PM
Im afraid that it is your responsibility to refund the buyer and claim yourself from RM
You need to prove online delivery with a tracking number otherwise the buyer will win the claim, and it will also count towards your seller performance.
RM dont class anything lost for 15 working days, after that time refund and claim yourself if it hasnt turned up
on 05-09-2012 6:41 AM
The challenge for me is that I have sold an item for £40 to a buyer in Mexico. International signed for is £5 on top of the postage price.
Is there a better way to prove he has received the item? No buyer is going to volunteer to pay £5 extra in postage when it only protects me as the seller...
on 11-07-2011 1:07 AM
Exactly!!! So i wonder why 2 years ago i paid for an item from an ebay shop, never received it, opened a case after unsuccessful communications with the seller, and still didn't get MY refund???? Funny that!!
on 10-07-2011 11:01 PM
Proof of postage is not enough you need to be able to supply proof of delivery online
As Your account has already been marred by the buyer opening a dispute, it will be advisable to refund the buyer sooner rather than later...before ebay make the decision for you and you end up with a restriction on your account.
With your proof of posting you can claim from RM, you need to get the buyer onside as RM may ocntact them asking them to confirm non receipt, if they dont you will not receive a refund from RM.
If more than 15 working days have passed since posting the item, Print off the listing page, paypal transaction and the message where the buyer states non receipt, fill out a claim form ...photocopy all documents and send the originals to RM
on 10-07-2011 11:15 PM
The only way you can 'assist' is to refund their payment as you are in a no-win situation i.e. can't prove delivery with the tracking number.
Then you file the claim with R.M. when time allows.
As the seller you ARE resonsible for items that are lost/damaged in transit, so suggest you change the T&Cs in your listing.
on 11-07-2011 11:54 AM
If your seller couldn't provide a tracking number to prove delivery, then you should have received a refund, if not from the seller then from ebay - assuming it was eligible for Buyer Protection.
You could have appealed. Or, if you funded your payment with a debit/credit card you could have contacted your card company to see if they could recover your money.
on 22-10-2016 12:55 PM
on 24-01-2014 7:07 PM
on 11-07-2011 12:58 AM
BTW, IF you were to send them the POP to claim from R.M., then there would be nothing to stop them being refund by R.M. and through eBay/PayPal - and you end up with zilch.
You need to treat buyers as you would like to be treated yourself if you were in the same shoes!
on 27-04-2016 10:57 PM
When does it become the responsibility of the Royal Mail? When using the postal service I always get Proof of Postage, which you cannot get without actually posting the item. As far as I see I have met the terms of my contract with the buyer, they bid, won the item and I send it within the agreed time frame. Or am I oversimplifying this? The Royal Mail take ownership of my package and I pay them money to do so, that in itself is a contract and if they subsequently lose it or fail to deliver it then are they not breaking the terms of the contract that they agreed to the minute they took my money? At no point do they offer me statistics on the likelihood of my parcel going astray. The Royal Mail need to take responsibility for the financial losses when they misplace an item within their system instead of forcing customers to pay extra to track items which is an admission on their part that there is a possibility of the item being lost or delivered incorrectly. In defence of the Royal Mail system, one question that leaves me feeling that perhaps some buyers are not entirely honest is, I always have a return address on my parcels so if they are not delivered to the buyer, where do they go because they never get returned to me? Come on ebay, you have enough clout to sort this out.
on 15-10-2014 7:23 PM
on 06-11-2015 8:43 PM
Anybody know how long eBay will uphold an item not received claim
i sold an item 15/09 , today 06/11 I get a message stating it hasn't been received, almost 2 months to let me know , item was to Spain but I'm pretty sure I no longer have the PO paperwork
at the moment it's just a PayPal dispute
on 17-07-2015 3:23 AM
IF IT'S PAYPAL THEY CAN REVERSE IF FOUND IN THE BUYERS FAVOUR..!
EBAY DON'T CARE ABOUT SELLERS APART FROM THE BIG CHINESE ONES..!
U NEED TO TAKE A PCTURE OF THE POSTED PACKAGE ALSO, MORE EVIDENCE THE BETTER..!
on 18-05-2016 12:09 PM
it's quite simple, send buyer copy of receipt with their full name and post code on it, and provide it to the open claim to prove item was sent. If missing item, you have to provide receipt to your post office.
on 04-12-2015 1:56 PM
on 10-02-2014 8:54 PM
dont worry give ebay the tracking number you will be ok they will have to pay the buyer you getting into a twist over nothing......just be straight with ebay best of luck john
on 02-05-2015 1:33 PM
i am in the exact same boat!
but rather i am refunding the buyer as i simply do not have the time nor patience to deal witb scammers as such, nd it £6 to refund, rather that than anyhting more which i would have disputed over. i have the receipt but the buyer claims that their adress is not there so it is not enough. the buyer did not request for tracked delivery but from this instance i will not send anything other than tracked as it is pathetic what people do, what cheats!