Lost parcel

[chirppygirl]

Hermes couldn’t deliver parcel as restricted access, delivery was attempted 6 times and its now held awaiting more details but neither Hermes or eBay know what details they are , I’m told by both to wait for tracking to update , a week later still wants more details , customer say my fault should have sent Royal Mail , they also gave me incorrect postcode to redirect parcel and by the time I got right details it was to late to change it . What should I do

[red_magpie · Accepted solution]

What should I do

There isn't much that you can do. If it's past the latest estimated delivery date and you can't provide tracking evidence of successful delivery you will have to refund your buyer, if that's what they want. The fact that they gave you the wrong address is immaterial - next time, ALWAYS send to the address registered with PayPal.

The best way to refund a buyer is to ask them to open a case under eBay's money back guarantee, through the resolution centre.

This won't count against your seller performance rating provided you click on the option to refund the buyer. That way eBay will process their refund through the case and you will receive a credit for your final value fee and PayPal fee. If eBay has to step in and enforce a refund it means a defect on the seller's account, and they forfeit any return of fees.

Otherwise you can only wait and hope that you get your parcel back, or that it's eventually delivered and the buyer repays the refund. If they keep both the item and the refund eBay won't do anything to support you.

[arkwebus]

The difficulty I find is that whereas Royal Mail is transparent and leaves a card saying where [locally] to collect the item the couriers are often based miles away.

If the buyer wants a refund s/he must open a case for non-receipt through the resolution centre [link below].  You must refund whether or not you can get the item back.  

If you refund through any other way this is fraught with danger in that you risk having to refund twice and being given a defect

@chirppygirl 

[chirppygirl]

they say I keep putting the onus on them to do that and feel its up to me as I didn't use royal mail , but my listing stated Packlink as the delivery service .
Guess I wait for her to open case as I have advised several times .
thanks for your advice