INR case with tracking showing delivered

[claresdesigns]

So I had a customer who wanted a large wedding invitation order. I gave a good discount and spent best part of a day making them. Sent last Thursday via Royal Mail Tracked 48 and the parcel was delivered Saturday.

On Monday the customer told me the parcel was left in a 'safe place' but she couldn't find it.

The tracking showed a photo of the parcel under a car, and the gps co ordinates as her driveway. She says the parcel was not under her car. I asked her to check if a neighbour has it but no answer to that.

INR case was opened on Monday - I uploaded tracking and on Tuesday contacted Royal Mail who say they will investigate where the parcel is and gave me a reference number. They have still not got back to me. 

Today ebay has held my funds.

Buyer wants a full refund. Buyer also has a string of negs and complaints left for other sellers

Where do I go from here?

[**peaseblossom**]

eBay should go by the tracking and find in your favour.   All you can do is wait and see.   I wouldn't refund until you have to .... if you have to, hopefully not.

[claresdesigns]

Thank you - I'd be happy to do the order again if Royal Mail accepted responsibility and reimbursed the costs but I don't know if they will yet.

And the buyer is insisting on a refund anyway.

[papso22]

As a business seller the courier is your agent and you are responsible for safe delivery to the buyer.

While ebay may be content with the tracking, legally it's not the end of the story.  Unless the buyer specified under a car as a safe place,  the item was not properly delivered to the buyer.