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Refund for item not received
Appreciate this sort of question has no doubt been asked previously but rather than scroll through looking can I ask a quick question please
As a seller I sold an item on New Years Day and posted RM tracked 48 hours on the 2nd Jan
2 days later the tracker updated saying the item had been sent to the wrong DO and would be re routed
Today 9th Jan the tracker showed as unable to access the delivery address ( doesn’t explain exactly why but could be access, weather, road blocked etc?)
I then received a message from eBay saying the buyer had requested a refund
I messaged the buyer with the tracker info explaining the delays but they replied saying they had waited “ages” ( 7 days from paying isn’t exactly ages )and wanted an immediate refund
Seeing as though I have a tracking number and proof of postage ( not my fault ) where do I stand?
jckl1957
·9 months agoWhat date do you have to respond by (according to the case)?
Did you buy the postage through Ebay or direct from the Post Office/Royal Mail?
gash2402
OP9 months agoEBay say I have until the 14th but the buyer is insisting on an immediate refund
I bought a pre paid postage label direct through ebay
Thanks for taking an interest
papso22
Mentor9 months agoUnless the item shows delivery by the 13th then you should refund. It's better for your seller performance if you do the refund rather than ebay.
Proof of posting is no defence against a case.
gash2402
OP9 months agoThat is what I am thinking and might suggest that if still not arrived tomorrow?
It is so annoying and frustrating because I’ve done nothing wrong, not my fault it went to the wrong DO and then they couldn’t access to deliver today ( for whatever reason? )
I know if I don’t do something soon then I’m probably getting negative feedback through no fault of my own
Thanks for the reply
jckl1957
·9 months agoI would wait until 13th and refund if you don't have confirmation of delivery on the RM website.
Because you bought the label from Ebay, you have seller protection if you refund and the item is subsequently delivered.
If it never gets delivered, you could claim against RM.
Seller protection details:
'Additionally, we’ll protect you if you use an eBay label and the item is delivered to the buyer after you’ve issued a refund. We'll automatically reimburse you for the item, remove defects, and exclude the case from service metrics.'
https://www.ebay.co.uk/help/policies/selling-policies/seller-protections?id=4345&st=3&pos=5&query=Seller%20protections&intent=money%20back%20guarantee%20exclusions&lucenceai=lucenceai&docId=HELP1267
gash2402
OP9 months agoThanks for the reply, that is very helpful