Buyer hasnt received the item

[573miriamg]

Buyer hasnt received the item as Post Office are holding it because of insufficient postage. They want a fee 0f £5, meanwhile the buyer contacte Ebay before contacting me and have asked for a refund, I am happy to refund them £5 so they can collect the item, but will ebay still expect me to fully refund them and automatically refund them if I dont refund in full? I want my refund of £5 to be the end of this otherwise I am completely out of pocket because I forgot to put a return address on the parcel so it wont come back to me

[tobiasd4]

If buyer has opened item not received case, you have 3 days to refund all money as you can't prove delivery. 

It is possible that buyer may then pay the £5.00 and collect item.

Ebay won't get involved Once case is closed. 

1 lesson to learn is always put return address on parcel.

[red_magpie]

If your buyer has opened a case and already escalated it for eBay to step in there is nothing you can do. eBay will automatically enforce a refund and you will be penalised with an account defect. You won't have to send the buyer £5, but as you didn't put a return address label on the parcel you won't get your item back.

If the buyer has opened a case but not yet escalated it, you can still resolve it if they agree to accept the £5.00 to collect it, and then close the case. (In any case, when they accept it the tracking should update to a "delivered" status anyway). I trust that you uploaded the tracking number to eBay after posting? If not, do so now.

[tommystrezures]

Your other option is if it's a tracked item pay the fee on the Royal Mail website. However you also need to work with your seller too to ensure they don't escalate the open case.