I was just wondering what to do. A buyer has opened a case against me saying they haven't received a

[ramboroge]

I was just wondering what to do a buyer has opened a case against me saying that they haven't received an item. I sent the item via Evri and sent her tracking details bit now she expects a refund but why should I 

[plum993]

If the Evri tracking shows the item as delivered you need do nothing.The buyer could open a case of not received, but if you enter the tracking into the case details the case should close in your favour

[ramboroge]

It doesn't say delivered just dispatched I sent the tracking number to the buyer



Sent from my Galaxy

[*guinevere*]

If the tracking does not show delivered or attempted delivery you will have to refund. 

You should make a claim against Evri but your buyer comes first which is why you must refund.

[plum993]

Well if the estimated delivery date for delivery has passed, and buyer opens a not received case you will have to refund them in full within 3 business days.

Evri can take a while to deliver sometimes so maybe ask the buyer to kindly wait a couple more days.

[ramboroge]

Ok so I should refund in full then even though I dispatched the item and it's not my fault and I won't get tne item back. What if the buyer is lyeing. So do I just ring Evri customer services and explain what has happened.



Sent from my Galaxy

[ramboroge]

It has already passed its been a while. Should I refund the buyer then but it will mean I will lose the item amd the money



Sent from my Galaxy

[tobiasd4]

If tracking does not show delivered, you need to refund buyer through case.

You then claim from Evri,

if you bought postage through ebay/packlink,you claim from them.

[ramboroge]

How do I claim from Evri



Sent from my Galaxy

[tobiasd4]

https://www.evri.com/faqs/account/how-do-i-submit-a-claim-for-a-lost-or-damaged-parcel

[ramboroge]

Thanks



Sent from my Galaxy