Sold an item - buyer says they haven’t received the item but tracking shows delivered.

[bimmer-styling]

Hi all,

I have sold an item a few days ago and posted it using Royal Mail Tracked 48. I  have provided a tracking number, sent a  photo of the parcel and the post office receipt when I posted it. 

The buyer opened “The item not received” claim against me today, saying they haven’t received it and asking for a refund. Tracking showed and marked as delivered on Royal Mail app.

I have asked the buyer to check with the neighbours but they said, no one received it on their behalf.

What should I do? Any advice would be greatly appreciated.

Kind regards 

[tobiasd4]

Always add tracking to ebay when marking as posted so ebay can see it.

Also add it to case and say item delivered. 

You will win ebay item not received case.

Buyer can still go to their payment provider, so make sure you keep POP for 13 months. 

[bimmer-styling]

Thank you for your advice!
I did add the tracking number as soon as item was posted!

[bimmer-styling]

Hi,

I added the tracking number on eBay as soon as item was posted!