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Item shows delivered, buyer said they can't find it.
Summary: fantastictoyfinds is seeking advice after a buyer claimed not to receive an item that Royal Mail marked as delivered, supported by a photo at the delivery address. They have suggested the buyer check around their property and contact a neighbor with a Ring doorbell for footage. tommystrezures advised not to issue a refund, explaining that responsibility lies with the postal service and the selling platform to resolve the issue, not the seller.
Hi, Hoping someone can help please? I posted an item using Royal Mail tracked and it shows it was delivered within the correct time frame. However, the buyer has opened a dispute saying they cannot find it. Royal Mail have a photograph showing the parcel in presumably the postmans hand and the front door of the house. Google Street view shows the address with the same door design and colour making me think it was delivered as stated. I have responded asking them to check behind the bins, safe place or ask their neighbour who has a Ring doorbell to view the footage. What can I do in this situation? Do I need to issue a refund? Any help appreciated
tommystrezures
Mentor3 weeks ago · EditedIF it was a simple delivery service you used, then DO NOT issue a refund. Your buyer needs to open an item not received. As the postal contract is with ebay and royal mail it will be for them to refund the buyer, not you.
EDIT:
I've just noted you are a business seller so ignore the above. I would still get the buyer to open an INR (Item Not Received) they may lose and you should be protected as the item shows delivered by tracking. If they open a case, enter the tracking details.
fantastictoyfinds
OP3 weeks agoThank you for the quick response! The buyer has indeed opened and INR and now I know the correct term i've also found a bit more info on eBay. I can see they have the tracking reference, and they used it confirm delivery, but say they can't find it. Looking eBay's guide the risk to me is low due to this, I was worried as I am still fairly new as a Business seller. Really appreciate your response, have a great weekend!