Buyer demanding a refund

[benjibenji0120]

I sold item on 14 January 

posted on 17 January by Royal mail 48 tracked

on 21 January i receive a message from buyer" this item has not been sent if it does not arrive tomorrow refund money"

I went on Royal mail web site and tracked the item "sorry your item went to Scottish parcel hub delivery in error, so we re routed it immediately"

unfortunately I am based in Essex and buyer in Whitburn !

I explained this to the buyer and sent screen shots of tracking(0210D36401195148) and royal mail mess up

22 January received another message from buyer "if this item does not appear very soon ie the next day I will raise a complaint and refund"

I explained again the issue is with royal mail

24 January  I received a request

buyer has said "since when did this item suddenly originate in Canada there is conflicting messages being generated to hide none delivery and it appears to hide the truth"

please help as I am concerned I will be left with a negative feed back

I am not how to contact ebay by phone hence I am using this forum 

[**peaseblossom**]

The item is on its way to the buyer.    They won't be able to escalate the case to ebay for another 3 complete working days.   Hopefully by then the item will have arrived and the case will close.

@benjibenji0120 

[tommystrezures]

From your post it sounds as though item has been miss sorted by Royal Mail. It can happen. 

has the buyer opened a case yet? If not then at this time there is not anything you can do. Ensure the tracking is uploaded against the item in question ( if not already,) and if they do open a case upload the tracking details into the case. Do not refund until a case is open and wait as long as you can eg 3 days to give parcel a chance to arrive.

[red_magpie]

I am not how to contact ebay by phone hence I am using this forum

There would have been no point in contacting eBay anyway. They allow buyers to open a case for a refund when an item is even a day overdue for delivery. The reason is usually immaterial and the whole process is automated. Cases are decided according to the postal tracking record.

Incidentally, as it will arrive late your rather charmless buyer would also be entitled if they wish to treat it as "not as described," and to return it for a refund at at your expense. Such are the joys of selling on eBay!

Good luck. I hope your buyer doesn't leave you negative feedback. If they do it's possible that eBay might remove it if the tracking record confirms that was dispatched promptly - but don't count on it. Ask here first, as what the buyer actually says may make a difference.

If you prefer not to sell to this buyer in future you can add them to your blocked bidders list, see: https://www.ebay.co.uk/help/selling/resolving-buyer-issues/blocking-bidders-buyers?id=4082&st=12&pos...