Item not received 57 days

[vintagechinashop]

I sold an item on 12th December. The buyer opened a case today and I’d like some advice

the item was sent standard parcel and the tracking is not showing as delivery attempted. Will the case close in the buyers favour if I don’t respond or add tracking 

I thought that a buyer couldn’t open a case after 30 days because that’s the time limit on the money back guarantee

Or should I just refund because I can’t prove delivery 

[technthread]

eBay let them open a case but you can decline it. 

The risk is the buyer goes to their payment provider next and does a chargeback.

[technthread]

Just to add, I had the same thing happen recently.

I was sure my buyer was being dishonest so I rang eBay and they closed the case for me. Obviously in other cases it isn’t right to hide behind eBay MBG I don’t think, it really depends on the buyer so I would reach out to them first to discuss it. 

[vintique*violet]

I think the question to think about is why on earth would a buyer wait 57 days before claiming not delivered? 

I find that bizarre. 

[technthread]

I asked my buyer this (I think it was 3 months later, after I was timed out on a Royal Mail loss claim myself). Their replies convinced me it was a chancer. I am reluctant to jump to conclusions straight away though, some buyers genuinely forget. 

[vintique*violet]

December is a busy period  - Was the item perhaps a Christmas present? If so , how do you forget? 

Actually how can you forget nearly 2 months afterwards, are they buying 100's of items at a time and why notify now, have they not seen in their purchases to remind them? Was the item high or low value? 

Okay they may have a " good reason" such as being ill or hospitalisation or something untoward but 57 days? 

Do you have the postal receipt and/or tracking... even on standard untracked the number on Royal Mail ( assuming RM used) is the actual reference number as they are scanned, unsure if same with a different service as only use RM. 

It is just odd in my opinion and would probably request a call back from Customer service to discuss. 

[technthread]

Sometimes I have to go into my Sherlock mind palace and rummage around to remember what I had for tea a few nights ago 😅. 

[vintique*violet]

😂🤣.... .....

[oceanartsnorthdevon]

Respond to the open case and update buyer by  saying you will look into it with the Royal Mail and just keep updating them saying you are still awaiting response if it takes time, use that time to put in a claim with the Royal Mail for item lost to see if you can get your money back, if it is a parcel size item that has been sent using RM standard delivery there is a code on receipt which will still show if it has been delivered which you can still check on the RM track and trace site which will show if it has been delivered or RM can check if you put in claim and send them copy of receipt, if you find this code from receipt and it is showing on RM site as delivered you can still enter this on open case as proof it has been delivered.

[bravergrace]

Given that it was bought in December, I'd guess it was bought as a present and sent to someone else's address.  Further enquiries "Did you like the present I ordered for you, Auntie?" led to "No, I never got any present from you, dear.  I did get one like that, but I'm sure it was from Cousin Sam, because they always use cardboard boxes, and this one was definitely in a cardboard box".

Hence the late item not received case.   

Possibly the address was wrong or out of date.  Or the recipient wasn't expecting any parcels and the postman chucked it in the recycling bin and it's been recycled.  

Nothing you can do about it at this stage, though, except perhaps check that the address and postcode match.  I'd be inclined to send a message saying it hasn't been returned to you, but it if ever is, you'll let them know so you can sort out a re-delivery address.