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.