Buyer not received item

[sheto_4752]

Hi,

Can anyone advise please?

I have been selling for quite a while with no problems whatsoever but an item I sent on 6th July with Royal Mail, with tracking has not been received by the buyer.  

The tracking says 'running behind, original delivery 8th to 10th July'.

The lady is now asking me for a full refund but I feel it is the fault of Royal Mail as I did everything correctly. It was collected by Royal Mail along with another parcel (which has been received by another buyer) on the 6th July.  I have been replying to her messages and asked her to check with neighbours and check any outhouses where it may have been left but no luck.

Do I have to refund her?  I'm trying to sell as short on funds so I have lost out all round if I have to refund as well as losing the item concerned (clothing.)

Thank you.

[tressygirl]

Royal Mail do lose items,  that is why they have a compnesation procedure you can follow,  but first your buyer has to be refunded.

If tracking cannot prove delivery,  ask your buyer to open a case for item not received.

Fully refund through those case details,  and do so within 3 days.  That way,  your seller fees are refunded,  and your seller performance not affected .

You can then use RM's claim procedure to receive a refund for yourself,  for a lost item,  you'll need your proof of posting for this.

[thesmokingrunner]

The only thing you can do is keep an eye on the tracking (I'd recommend you do it direct through the Royal Mail website, not via eBay). If it's not showing as delivered by now chances are it's been lost or misplaced.

You can open a claim for lost post 10 working days after the latest RM expected delivery date (I should think you've exceeded that by now) - log on to royalmail.com, go to the bottom of the page, click on 'How to make a claim' and enter the required details. Be aware, though, that RM's compensation, although up to £150 on Tracked postage, only covers you for the original purchase price of the lost item - NOT the price for which you sold it and ONLY if you can provide proof of the original price you paid. If you cannot provide proof of original purchase price your compensation will be limited to a book of eight 1st Class stamps.

Meantime if the buyer has opened an Item Not Received case and Tracking shows as undelivered then you will have to refund them.

[sheto_4752]

Thank you, I will ask her to do that, but no selling fees as it was clothing. 

[sheto_4752]

Thanks for that info. 

Will check tracking again on Royal Mail website. Looks like I will have to refund her but might be able to put in a claim.

[tressygirl]

Aaah no fees OK but you don't want any defects they are damaging it doesn't take many for eBay to impose severe selling restrictions.  If a case is opened do refund within  the case details,  and importanly within 3 days to avoid that defect.

@sheto_4752