item gone missing

[rej461]

just had a buyer contact me saying the item i sold him hasnt arrived.i dont have a tracking number but i do have proof of poatage.so if it has gone missing do i have any claim against the post office.thank you for any advice.

[john1297576 · Accepted solution]

You have to deal with this properly. BUYER opens a Not Received Case,they can find the link in MORE ACTIONS or the RESOLUTION CENTRE at the foot of the page.

You refund THROUGH THE CASE within 3 days and get a refund of the selling fee, the paypal fee is not refundable. If you do not refund within 3 days and buyer has to escalate to ebay, you do not get the Selling Fee refunded.

THEN you use the proof of postage to support a claim on Royal Mail, claim forms available at the PO or online.They will not pay out  untill they can see proof that you have refunded the buyer, a print out or screen shot of the paypal transaction showing refunded should serve for that.

[rej461 · Accepted solution]

thanks very much for the advice.