Buyer saying I’ve not paid enough postage but l have proof of posting

[mammamiakat]

I posted a boys T-shirt on 5/8/24 through Royal Mail. The buyer is saying she received a card through her door 8 days later, saying l didn't pay for postage. I contacted Royal Mail, who said if she paid the £5 they would refund her with my proof of postage as evidence. I have a receipt to prove l paid. She's now opened a dispute against me. 

[john1297576]

I do not really blame her, paying out another £5 on promises which require your involvement is never recommended.

I assume you mean she has opened a not received case if so you have 3 days to refund, if not buyer can escalate to ebay, who will refund at your expense, you get a defect and no refund of selling fee.

[tommystrezures]

A £5 indicates no postage, which sounds as though the label has indeed fallen off.

You can actually pay the fee online too, via the RM website. I have never heard RM say  the line they will refund her with the proof of postage.  That is not how it works when she goes to the post office to collect. That is your responsibility as the seller, to take that up with Royal Mail separately.

The item will be held for 18 days, before being returned to you. The issue you potentially have is that you do need to refund if the buyer is not being cooperative and they have opened an INR case. Problem being you refund them, they could then go and pay the fee due and keep the item too. (which I may add is morally wrong). When did they open the case? If you paid today online via Royal Mail they could get that item delivered tomorrow potentially. The other problem is that if the label fell off, then there is no form of proof of delivery.