Can anyone advise me please

[toby12383]

Hi can anyone help me please, I sold an item, the buyer told me that it hasn't arrived I have been informed by eBay to open a request, I have proof of postage & took a picture before I posted it, what do I do from here? 

[tressygirl]

Pictures are never needed for any case.  Proof of postage means little too,  it's proof of delivery that matters.

With your proof either use the tracking there or the 16 digit number and check against your courier you used,  or Royal Mail , if used,  Track & Trace on line,  that will show you if the item was delivered.

If it was,  you will not have to refund your buyer, enter the number in to the case opened and it will close in your favour

If it does not then the case the buyer has opened ( CS gave you wrong information you the seller do not open a case here the buyer does),  you will have to fully refund your buyer through those case details.  Then use your proof of posting to try and claim compensation from RM or the courier used.

You need to refund your buyer first.

[redwick1]

They buyer opens a dispute for not received

You must make sure any tracking or the 16 digit code from your PO reciept is on the item in your Sold section 

You can check it to see if it says Delivered

You should always put the tracking or code onto the item as soon as you post it.

If not then you refund the buyer in full and then claim off RM for lost item

If you do not have tracking or the code ( it is was an envelope size not a packet) then you will lose any dispute