Item not received

[toomanyclothes1107]

I sold an item on Saturday the 21st , I posted it on the Wednesday the  25th  so the 3rd working day. Today the 28th the seller has opened a case asking for a refund as she hasn't received it how can she open a case so soon ? My funds are now on hold, she has only just opened the Ebay account this month and has 1 feedback What can I do ? Edited to say I have proof of postage but it doesn't say whether it was first or second class I sent it. Thankyou for your comments 

[angelah1847 · Accepted solution]

A buyer can open a case one day after the estimated delivery date on the listing. As your listing says you will post 1st class within 3 working days of cleared payment then today is the day.

As you won't be able to prove delivery if you didn't use tracked postage then you won't be able to win the case and you have no choice put to agree to refund and then make a claim to Royal Mail.  You will need a proof of postage receipt to do that.

You can make a online claim on RM's website or you can get a paper claim form from the post office. Include with your claim a copy of the paypal confirmation of payment email, the ebay listing page, any messages from the buyer confirming non receipt and the proof of postage receipt. Keep copies of all paperwork.

You cannot submit a claim until 10 working days after the package was due to be delivered but you must not make your buyer wait for their refund.

http://www.royalmail.com/personal/help-and-support/royal-mails-retail-compensation-policy-for-loss#N...

@toomanyclothes1107

[nightnursekitten]

If it was the blusher, you advertised it as being posted first class, not second, and the buyer can open a case the day after the latest estimated delivery, so she would have been able to open a case based on that.....what has her amount of feedback got to do with anything?

[red_magpie]

The latest estimated delivery date was four working days (three days dispatch time plus eBay's assumption of one day delivery time). As you sold it on Saturday the fourth working day was Thursday, so your buyer was entitled to open a case from yesterday onwards.

Some buyers are SO impatient! Anyway, as she has opened a case you dare not wait too long before refunding her. After 8 days she can ask eBay to step in and enforce a refund, and if that happens eBay will also place a defect on your account. It only takes a few defects on your account to be banned from selling.

You could give it a couple of says and ask her if it's arrived, but don't leave it too late to refund her.

If you do, and it later arrives, hopefully she will be honest and repay you. Or she may just smile to herself and keep both the refund and the item. It happens all the time.

After 15 working days you can use your proof of posting to claim compensation from Royal Mail. Always do this, as RM will start to monitor a buyers post if they repeatedly claim that items haven't arrived.

Welcome to the joys of selling on eBay!