Buyer asks for a refund on a delayd item currently in transit with tracking that is not working

[gieoha]

Hi ebay community

i need some some advice on this situation. Buyer has opened a case for a refund on an item sent 1st class signed (8 days late) with tracking; dispatched the same day it was bought but the tracking is not showing transit progression due to royal mails incompetence at dealing with an increase of post during this pandemic. Contacting royal mail's phone line has a 1hour plus wait time with a contact line that charges and there is no other way of getting an  update on the items whereabouts - as far as i know. Ebay's option of calling the seller is not available in these times.  The only  reasonable action that occurs to me  at this point i see is to accept the return however inform the seller he would still have to wait for the item to arrive and return it to before he can see any refund from me.

What would the ebay community reccomend i do?

[red_magpie · Accepted solution]

What would the ebay community reccomend i do?

You don't have any choice about what to do. If the buyer opens a case under eBay's money back guarantee, eBay will decide whether you have to refund them.

EBay's money back guarantee policy is that the seller will be required to refund the buyer unless the tracking number proves delivery. If it does confirm delivery, the seller is not required to refund them.

Did you uploaded the tracking number when you marked the item as dispatched? If not, do it NOW as it must be available when eBay decides the case.

[john1297576]

"Ebay's option of calling the seller is not available in these times." Go to your sold items page, somewhere in the details* there is a Reference Number. Click on that to find buyers telephone number. Buyer should open a not received case. * Order Number.

[tobiasd4]

If buyer opens case for item not received, you have 8 days to prove online delivery or have to refund buyer,

you then claim from RM, buyer does not have to wait for RM to investigate or refund you.

[gieoha]

Well the item in question was sent using the online postage system therefore the tracking number (the proof) is already assigned to the sale. Am i to re-type the tracking?