item not received

[debbiefg225]

Just wondered what other people do in this situation, The buyer has asked for a refund , they said they havn't received the item.  I have proof of postage but no tracking number.  If I refund that means I have paid for the item myself and not even got it.

[john1297576]

You really should read an understand the Money Back Guarantee. ONLY TRACKED PROOF of delivery protects a seller.

Buyer must open a NOT RECEIVED CASE and you refund through that.

Your proof of postage is only good for supporting a claim on Royal Mail. Form available at PO or on RM's website.

Looking at your recent quotes for postage £3.20 is for a small package, the proof of postage has a 16 digit TRACKING NUMBER which you should have entered on Ebay after posting. Check to see that it is not showing as delivered.

You must enter it now before buyer opens a case as even if tracking shows as delivered, not marking BEFORE a case was opened and you could still lose and have to refund.

[red_magpie]

Just wondered what other people do in this situation

They use a tracked postal service to provide proof of delivery, as eBay requires.

You can find the full terms and conditions of eBay's money back guarantee to buyers here: http://pages.ebay.co.uk/help/policies/money-back-guarantee.html. It should be essential reading for sellers!

You don't normally even have to pay anything extra for it. All Royal Mail parcels services now provide a delivery number on the postal receipt, which eBay accepts as tracking and can be checked on RM's track and trace web site. I think that all couriers now provide a tracking number.