Buyer not received - tracking shows delivered and signed for.

[sh926449]

Hi guys. First time I’ve sold on eBay. Oh my, what a massive ball ache! Can’t say I’m going to be in a hurry to sell on eBay again. 

sold a 9ct gold ring £300 all in with fees. Buyer opted for Royal Mail next day guaranteed 1pm. 

The ring arrived about 10.30am next day, delivered signed for. I havnt heard a peep from the buyer. 

wake up this morning to lots of messages from buyer and a refund refund request. 
I can’t seem to contact eBay, I’ve spoken to the digital assistant that has said speak to the buyer to come to a resolution or wait until 21st July and eBay will step in. 

Now I’m adamant I will not be submitting a refund because then I’m a £300 ring down, and £300 cash down. 

what is the next steps in the process? Am I likely to end up loosing out big time here or will eBay make right and give both parties refunds ?

[**peaseblossom**]

eBay will go by the tracking so you should be OK as long as the tracking has been logged with ebay for the transaction.    If you used simple delivery ebay would issue any refund themselves and you keep the payment.   Tell the buyer to ask their neighbours in case someone else took it in.   Let the case expire.

[jckl1957]

Did you add the tracking when you posted the ring?

As long as you posted to the address the buyer used at checkout, the address shown in 'order details', and the tracking confirms delivery to that address then Ebay will not make you refund the buyer.

When a buyer opens a claim, your choices are to refund them, to message them or to add the tracking.

You must add the tracking number to the case.

So, find the buyer's address in order details, check the tracking on RM website and make sure it was delivered to the correct address and make sure you add the tracking to the open case.  You can go back to the case from the email Ebay sent you.

Ebay will not refund the buyer.  If you are found to be liable (for example, if you posted to the wrong address) then you will have to refund the buyer.

[*vyolla*]

@sh926449 This wouldn't have been sent via eBay's Simple Delivery if it was a ring, it's not applied to items in the jewellery section.

Presumably you bought a RM Special Delivery label yourself, either online or at your local PO, and if the tracking number has been uploaded and shows delivery then your buyer can't get a refund via an eBay item not received claim.

Has the tracking number been uploaded to the order details, and does it show as 'delivered'?

Can you just confirm that the buyer has opened an eBay item not received claim, not a return?