What do I do now? Buyer Claims Undelivered - RM scan shows otherwise.

[handstitcheruk]

Hi

I sold a relatively low value order and sent it RM 48 NOT tracked but scan on delivery - no compensation.  It is showing as delivered.  Buyer claimed not delivered and opened a case which closed as I had the reference number.  I advised buyer to re-order figuring that if they did, they were probably telling the truth.  They did, and I sent tracked at my expense.  Item is delivered.  Now wants a refund for the original.  I'm not sure what to do - I don't want them to be out of pocket but I don't want to be out of pocket either!

Anyone got any advice?

[tressygirl]

If the case closed in your favour for the first item being actually shown delivered  then you did not have to refund then, and you do not have  to refund now.

Send the buyer a polite message to say they can only make one claim per item, and this was decided and closed in your favour.

@handstitcheruk 

[*vyolla*]

How are they actually claiming a refund for the first item again if the eBay not received case was closed in your favour?

If they've received the second item by tracked postage they can't claim that they haven't received that either.

[handstitcheruk]

They asked politely in a message when telling me that the second item had arrived.

[handstitcheruk]

I know I don't have to refund but it doesn't seem to be anyone's fault.  Apart from RM.

[tressygirl]

I would refund the first item only if by chance it's returned to you.

@handstitcheruk 

[*vyolla*]

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@handstitcheruk wrote:

They asked politely in a message when telling me that the second item had arrived.

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I'd politely respond with something like you're unable to refund for that order because Royal Mail's website shows that it's been delivered.

Really, in situations like this, it's always better to block a buyer once a claim has been opened, not encourage them to buy another item. I feel that they may have misinterpreted your good intentions and may have thought that they were getting a replacement item. 

[handstitcheruk]

Unfortunately, blocking the buyer apparently means that any messages they send outside of the case are not received and I have a multibuy item with multiple negatives sitting in my feedback so I won't be doing that again - they initially claimed against one item and I was not given an option to refund it all.  According to CS, they had sent a message outside of the case which I did not see because it was blocked.