topic Re: Advise needed in Member To Member Support

Advise needed

sarb_daudhar — Thu, 26 Feb 2026 12:47:13 GMT

On the 12th of February I sold an item to a customer, the customer selected the 2nd class via Royal mail and they still haven't recieved the product (product was dispatched on the same day, I do have the reference number from the receipt).

I can't seem to find and sort of postage updates on ebay or royal mail.

Obviouly customer isn't happy, and I don't want any negative feedback, What should I do?

Re: Advise needed

**peaseblossom** — Thu, 26 Feb 2026 13:03:01 GMT

With Simple Delivery (assuming you used it) you are protected if the item is lost/damaged in transit. That means ebay will pay the refund, not you, when the buyer opens a claim.

So ask the buyer to open a "not received" case. eBay will issue the refund themselves and you keep the original payment.

Re: Advise needed

sarb_daudhar — Thu, 26 Feb 2026 13:09:15 GMT

Appreciate the response

Many thanks