Do I have to refund?
Summary: ju-728015 is dealing with an issue where a buyer claims not to have received an item, despite having proof of delivery with a photo at the buyer's door. **peaseblossom** advises that if the tracking confirms delivery, the seller won't lose a 'not received' case on eBay and suggests advising the buyer to check with neighbors. sml192 adds that as a private seller, responsibility ends once the item is handed to a carrier and reassures ju-728015 of eBay protection if a claim is filed. ju-728015 feels bad due to the buyer's age but plans to let eBay handle the issue after experiencing rudeness. canterbury99 notes that items left outside could be picked up by anyone, suggesting a potential security issue with the delivery process.
Hello, my buyer is saying she hasn't received her item yet I have a tracked photo of it at her door. We have been going in circles with this. I sent her the tracking, with photo. She said it wasn't there, and later that it it was something else she'd ordered. I said again that it was tracked and that is the parcel. She is demanding I sort this out with Royal Mail and she has rights as the buyer. I think she is expecting me to refund the item...but it was delivered. What do I need to do here please?
canterbury99
·1 month agoIf the photo only shows the item outside her closed door anybody could have picked it up. It is a regular problem. Reputable couriers take a photo of it in the person's a hand.
sml192
·1 month agoAs a Private Seller you are only legally responsible for the item until it is handed to the carrier. Business Sellers on the other hand are legally responsible for the item until it is actually delivered.
As you have tracking proving delivery you will be automatically protected by eBay if she opens an 'Item not received' claim through either eBay or her payment provider.
ju-728015
OP1 month agoThank you. She's 81 and I felt bad for her, but she is being rude now so I've stepped away for Ebay to handle it.
**peaseblossom**
·1 month agoAs long as the tracking shows delivery on ebay the buyer won't win a "not received" case. Tell her to ask her neighbours in case someone has taken it in. Then leave it at that. You don't have to reply to her again.
ju-728015
OP1 month agoThank you. I have asked her to speak to Royal Mail as there's nothing more I can do from my end, and advised her to set a safe place if she doesn't already have one. I'll stop replying to her now.
suelel1968
·1 month agoHi, you seem to sell clothing as a private seller, so you must have used Simple Delivery? If so, RM won't deal with it, she needs to raise an item not received case with eBay. As has been said they will say it was delivered. She will lose, but could approach Paypal or her card company for a chargeback. It's alot for anyone to go through, but there is nothing you can do.