Buyer didn’t collect item from Post Office now wants a refund

[gingerjenbooth44]

Hi all, 

Need some help : ) I sold an an item to a buyer in May, they messaged saying it hadn’t arrived  about a week later. I updated the tracking number on the order and then checked the status online - saw that Royal Mail had tried to deliver to her but it had been unsuccessful. It said the parcel was at the local office and said there had likely been a card left. I messaged the buyer to tell them and didn’t hear back so assumed it had been sorted. Over 1 month later buyer contacts me today to say the item still hasn’t arrived and they now want a refund or the item sent out agai. I checked the Royal Mail website today and the item has now been sent back to the central office as it wasn’t collected or re-delivery organised in time. Surely this isn’t my fault and shouldn’t have to give a refund? Obviously don’t want a bad review so how do I handle this? 

[red_magpie]

Surely this isn’t my fault and shouldn’t have to give a refund?

I'm afraid that you haven't read the terms of eBay's money back guarantee. The seller is required to provide postal tracking evidence of successful, on-time delivery to the buyer's address. Attempted delivery isn't successful, so the buyer will be entitled to a full refund if they open an item not received case.

It may just be that they no longer want the item, and have just refused delivery in order to get a full refund. It happens. It doesn't have to be fair, this is eBay.

[redwick1]

You must make sure the tracking is on the listing but to win a dispute the tracking needs to say Delivered

If it does not then if/when the buyer opens a  not received dispute you will have to refund them

If you dont then ebay would force it and you would pay the fees and a defect on your account