What do I do about two parcels that haven't been received by buyer?

[brenata-uk]

Hi

Sold two items and sent separately to buyer via Royal Mail, tracking shows one as delivered but the proof of postage photo has been removed, I saw it for a split second and then it was gone - it was hard to make out where it was.  The second item tracking just says:

DELIVERY ATTEMPTED

Running behind, original estimate was Sat 16 Nov - Tue 19 Nov

I think both these have gone missing but not sure what to do next.  I have recently had to wait over 2 weeks for a delivery when I bought some bedding from Ebay - it never arrived so the seller sent out another delivery but I can't do this as they were items of my own clothing.

Please can someone tell me what I need to do next?

Many thanks

[tressygirl]

Not sure where you are seeing the proof of posting ' disappearing' when I need to check a Royal Mail parcel I have posted,   I go to RM's Track and Trace online,   enter the tracking number or 16 digit number on proof of postage,  and the information just tells you either ....Delivered,  Attempted Delivery or ...  We will inform you when delivery is... or words to that effect.

The important 2 for you as a seller,   is if the tracking entered shows Delivery or Attempted Delivery both will close any case the buyer opens for item not received.

All you can do is to message the buyer the tracking number for them to check themselves.  The Attempted Delivery may explain the item is now in a sorting office waiting for collection, or redelivery.

@brenata-uk 

[brenata-uk]

Thanks for replying tressygirl

I went onto the RM tracking and saw the photo for a split second, took a screenshot of the text but when I scrolled down the photo had gone and instead that message appeared about it being removed.  It's all very odd.  I've messaged the buyer and uploaded photo's of all the tracking information.  I've also found a form on RM's website to claim for missing parcels, I've taken a photo of my Proof of Postage receipt so I can at least claim for the 'delivered' item (which wasn't) the photo that vanished showed it on the floor of what looked like a van!!  I will give her both the tracking codes as you suggested.

Does the buyer have to let Ebay know they haven't received them and then I have to do a refund and claim back from Royal Mail?

[tressygirl]

It might have been an online glitch when checking the tracking as it shouldn't just disappear,  try again a  little later and use if you can a PC /  laptop with Chrome that seem to be work best with eBay.

Tracking can be slow to update but have the buyers actually messaged you that they haven't received their items ?  If not, it's too soon to start worrying or even checking.

It's usual for a buyer  to open a case for item not received,  and as above,  if you have tracking to show delivery or attempted delivery entering those numbers into the case details will close the case in your favour no need to refund.

@brenata-uk 

[61stephenuk]

The photo is on RM tracking site still,it looks like its been left in a shed

[brenata-uk]

Hi - thank you!!  Yes, that was the photo I saw this morning then it vanished from RM's tracking page.  I've sent a copy of it to the buyer asking her to check the shed (just hope it's actually HER shed) 😆.

I've had photo's of my own deliveries in places I didn't even recognise - the best one was of a large box just sitting on the ground - nothing to indicate WHERE it was 🙄.  So, just to clarify, if buyer says she hasn't received it whose responsibility is it to get in touch with RM?  I'm thinking it's mine because my contract was with RM - is that right?

[brenata-uk]

Thanks Tressygirl, I checked the tracking on RM's site again and the photo miraculously reappeared, it does look like it's in a shed.  Oddly enough, the 2nd parcel is still showing not delivered but now there is a message saying they will try again because 'no one home' - given that they both went at the same time and presuming she has a letter box (they are just thin parcels) I don't why they just couldn't put through letter box OR in the shed that they put the first delivery in 🙄

So, just to clarify - as the first one is showing as delivered and it IS in her shed does that mean I don't have to refund if it is NOT there or she can't find it?  Fingers crossed the 2nd parcel does actually get delivered before the weekend.

This is the first time I've sent something via RM and there's been a problem so I suppose I've been lucky in that respect - thank God though, I read the form on Royal Mail for getting the compensation for missing parcels and it's pages long, they obviously want a copy of the proof of posting but also asked for proof of what it was worth - all I've got is a screenshot of what I sold it for on Ebay so if I need to make a claim am assuming that will have to do?

I know I'm probably driving you nuts by now but do know that I really appreciate the help you always give me and I write it down so I know for next time. 💜