Buyer has not received item

[witchill]

A buyer has opened a case against me saying she hasn't received an item and wants a refund.  I did not have tracking only Royal Mail proof of postage.  The item was posted second class on 04/12/2016.  Royal Mail does not consider an item lost until after 15 working days.  

Is this buyer trying to scam me?  What happens if I refund and the item arrives with her - will she pay me again?  I think not!

has anyone else been in this position and what was the outcome?

i would appreciate your comments.

[023mjc · Accepted solution]

If the buyer has opened a case you have to refund now, and use your proof of postage to claim from royal mail when you can.

Whether or not the buyer is telling the truth is anyones guess, but parcels do often get lost in the post.

Yes I have been in this position.  I refunded my buyer because she said the item had not arrived.  Six weeks later, she contacted me to say it had arrived at last, and sent a photo.  The package was all screwed up and had clearly been caught up in some machinery.  However the item was undamaged.  She asked me to send her a paypal invoice, and when I did she paid instantly. 

I can't promise your buyer will pay again if the item arrives, but some buyers are honest.  If she's not honest, you will never know if the item arrives or not.