Buyer saying not received

[bestkindoftrouble]

I sent an item and have proof of postage but the buyer says they didn't receive it. I wrote in listing that I keep proof of posting and I am not responsible for it if it doesn't arrive. Do I have to refund them? If I refund them and the parcel still turns up then I have lost out

[**peaseblossom** · Accepted solution]

You can ask the buyer to contact their local delivery office in case it's there.  You can find it here for them:

http://www.royalmail.com/delivery-and-collection-office-finder

but if it doesn't turn up you'll have to refund their money.   If they have opened a "Not received" case do it through there so you don't get a defect on your account.    If you don't ebay will force the refund and that will harm your account.

[*guinevere*]

Yes you do have to refund.

Ask your buyer to open a case in ebay for Item not received. 

This will give you another 8 days for the item to turn up.

Make sure you do refund before the 8th day however, because afer that date your buyer will ask ebay to step in, and they will automatically refund at your expense, and you will have a black mark on your account.

As long as you refund before the 8 days are up you will have no defect on your account.

Your proof of  posting is there for yu to make a claim from RM.