Customer wants a refund the weekend

[cfprints3d]

Hi.

I sold an item a little over a week ago and promptly posted. The customer contacted me on Friday saying the item had not arrived. I looked on the tracking and it states the item has been retained. I gave the tracking number to the customer too.

I had no idea why the item had been retained so just waited to see if the item showed up on Monday. Monday came by with no delivery and the customer contacted me again. I decided to phone his local delivery office direct to find out what's going on. They said the item has been retained because they have staff off work due to covid and part of that delivery route is not being delivered too currently. Customer claims he has had mail and a parcel on Saturday which RM say is not true.

Item has still not arrived and customer has just messaged saying if its not delivered by the weekend he wants a refund.

If the item does not show by the weekend do I simply give him his money back then he gets a free item once RM deliver or do I tell him I'm not refunding and he needs to be more patient?

Regards.

[plpmr]

Don't just refund, the buyer has to open a not received case and you deal with it through the case so you can get your fees back and so there's a record.

[**peaseblossom**]

Even if the buyer opens a "not received" case on ebay they cannot escalate it to get a refund for another 3 complete working days so hopefully the parcel will be delivered before then.    If not the refund will be issued.   If the buyer is honest they can pay again from their Paypal account.

[cfprints3d]

Hmm OK. Thanks for your comment, this is a bit more encouraging than I expected. It will be at least until Monday then I have for RM to deliver.