Buyer saying item not delivered and opened a case. Item was delivered, buyer forgot to collect.

[headland22]

Item was posted on the 14th. May and delivered on the 17th. May to the buyer's chosen pick up point.  The buyer sent a message saying she forgot to collect the item.  Now the buyer has opened a case saying the item was not delivered and asking for a refund.   I have sent her the tracking number and the date of delivery, but she is still insisting that she wants a refund.  The item has not been returned to me.  It was delivered to an Off License, which was the buyer's choice for delivery.  Even though I have sent her the proof of delivery and tracking number and her sending me a message saying it was her fault that she forgot to collect, she is still insisting that I give her a refund.  She is telling me her friend has told her to ask for a refund.  Surely if I have all the proof of postage etc.  I should not be expected to give her a refund.  I have explained to her how this is causing me so much stress, through no fault of my own and her reply was that she was stressed because she paid for the item which he has not got.  I asked her if she has gone to the pick up point to check to see if the item is still there and if it isn't to ask them where it is.  All she is replying is that she wants a refund for non delivery of item.  Help?

[tressygirl]

Her friend can advise her all she likes,  but you have tracking to show delivery to her chosen pick up point and she had 7 days to collect it,  she didn't.  She is not due a refund from you, if she opens a case for item not received enter that tracking number and it should close it in your favour.

Send her a polite message to explain the rules of click and collect,  that is,  an item Must be collected within 7 days when being notified it's in store.  Should the item be sent back to you,  again under the rules the store can actually do what they want with the item,  give it to charity / destroy it, but if it is returned in good order,  then you will refund her.

@headland22 

[headland22]

Thank you for your reply.