Buyer opened case for non-delivery

[auntiemacazza]

Hi

Buyer has opened a case for refund claiming non-delivery. Over a month ago I notified her item had been dispatched through Royal Mail and should be 2 days  in transit. One month later she claims non-delivery. I have sent proof of posting and requested she checks with neighbours and delivery office, sent 2 emails, but she's not responding. Please- what do I do now?

[thedemon2014 · Accepted solution]

Do you have tracking showing that the item was delivered?

If so have you added the tracking to the listing and/or the case details?

Tracking showing delivered is the only defence sellers have against ‘Not Received’ cases.

https://resolutioncentre.ebay.co.uk/

Tracking showing delivered should close the case automatically in your favour.

If you do not have tracking then refund in full within three days, which is when the buyer can escalate the case to eBay.

If your buyer does escalate the case to eBay the default response is for eBay to refund the buyer in full at your expense and apply a sanction to your account.

Too many of those and your selling will be restricted, or over permanently.

[tressygirl]

You have correctly asked her to check neighbours,  postie as to where they may have left the item etc.  but that still leaves the case open.

So either your buyer needs to close it,  if they have found the item,  or you enter into those case details,  that tracking number,  if it shows delivery,  it will close the case in your favour.

If no delivery is shown,  the buyer can escalate the case on day 4 ,  if you do not refund beforehand.  Then,  a seller fee is charged, and you  would get a defect on your account.

You then need to claim with your proof of postage for a lost item,  from Royal Mail or the courier you used,  for compensation for yourself.