Missing postage and cancelling query?

[delilah_delilah]

An item I bought went missing. Eventually I received card from Royal Mail saying not enough postage paid. Seller wants me to cancel query I’ve raised on this order with eBay, then he will refund postage so I can pay Royal Mail.

is there another way to do this as I then can’t reopen the query if he defaults and lose my rights?

[tressygirl]

Buyers cannot cancel,  and there's nothing to enforce the seller to pay that extra postage cost,  so just proceed this way now.

Open a case for item not received and you will receive a full refund,  the seller can then if they wish,  relist the item for you to buy with the correct postage.

There has been  a new system for sellers,  called Simple Delivery whereby eBay charge the postage, and the little bots there when an incorrect weight / size is entered produce an incorrect postage label. 

🤔 We are told eBay make up the difference and the parcel arrives as per nom,  but obviously as here shows, what's written on paper, isn't always what happens. 

Message your seller you are opening that item not received case .

Go right of the item purchased,  and from More Actions select....  I Have Not Received My Item.

If you are not fully refunded within 3 days,  you must escalate the case on day 4 or within 30 days from opening the case,  and eBay will step in and force the refund.

Do not close the case early for any excuse or promise the seller may give,  and do not forget to escalate.

@delilah_delilah 

[delilah_delilah]

Thank you for your reply. I had already opened an Item not Received' case but still wanted the item. The seller is asking me to mark this is resolved before they refund the postage to release the item from Royal Mail.They say I need to do this before they can refund postage.

[lucy_farmer]

'They say I need to do this before they can refund postage.'

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No, you don't.

They're just trying to get you to close the case without having to refund anything.

Just stick to what tressy says....😊

[delilah_delilah]

Thanks Lucy, that's what I thought

[sml192]

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@delilah_delilah wrote:

Thank you for your reply. I had already opened an Item not Received' case but still wanted the item. The seller is asking me to mark this is resolved before they refund the postage to release the item from Royal Mail.They say I need to do this before they can refund postage.

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If the seller is saying that they can't make a partial refund through eBay because of the open 'Item not received' case then they are actually correct.  However, they can pay the surcharge directly to Royal Mail online which they may not realise or they may just be reluctant to do so because of the open case.  It is a bit of a catch 22 situation.  I would recommend sticking with the 'Item not received' case though. 

[papso22]

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@delilah_delilah wrote:

Thank you for your reply. I had already opened an Item not Received' case but still wanted the item. The seller is asking me to mark this is resolved before they refund the postage to release the item from Royal Mail.They say I need to do this before they can refund postage.

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You have to decide whether you want the item more than you don't want to pay the surcharge!

[xyz307xyz]

Was it sent Simple Delivery? If so, you could try going to the delivery office/wherever the item is and telling them the label is valid and no surcharge is due.