Buyer has not recieved there item

[mkhan97]

Hey guys, so i sold an item on the 28th of feb and dispatched it using via royal mail the same day. I have a reciept to show this however on my end and the buyers end it has not been updated nor delivered. it has been 20 days and it has not updated on the tracking just shows ive dropped it off which be aware is my local post office which i went to twice to ask the lady if by mistake it has been left behind or not taken due to the label or postage being different. She says everything is always sent and never kept. on top of that i called royal mail which did not help at all as the guy behind the phone iust said to put a claim through which you cant for individual pokemon cards So now the buyer has been patient and given 3 weeks. but has not recieved the items? Im at a loss here as i would have lost the items ive sold 'pokemon cards'. and on top of that you cant even get through to ebay! Can anyone help me as its frustrating

[4_bathrooms]

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@mkhan97 wrote:

She says everything is always sent and never kept. 

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Did she give you a Certificate of Posting? 

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@mkhan97 wrote:

on top of that i called royal mail which did not help at all as the guy behind the phone iust said to put a claim through which you cant for individual pokemon cards 

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Pokemon cards are not specifically excluded from compensation by Royal Mail. What service did you use to send it and what was the value of the item?

If the buyer has opened an "item not received" case you need to refund them and pursue a claim with Royal Mail. 

[susapric-68]

Not much you can do really, sorry. eBay will go by what tracking shows. Best to ask the buyer to open a item not received claim and make sure you add tracking to that claim and hope it arrives before you have to close it down and pay out

[downsizingxs]

Was it sent using a tracked service or plain 2nd class?  If untracked you have probably been paid for it by now.

If the package still has not arrived I would advise you to refund the buyer asap to avoid a case opened against you. 3 weeks is a long time to wait.

[mkhan97]

She gave me a reciept, as she always does... which is why im confused and i think large letter option through ebays labelling system and around £90 

[4_bathrooms]

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@mkhan97 wrote:

She gave me a reciept, as she always does... which is why im confused and i think large letter option through ebays labelling system and around £90 

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Does the receipt state "certificate of posting" on it? I don't know how it works if you purchase through eBay but normally if you purchase the postage online there is a separate CoP you need to print and take with the label to the Post Office counter. If you scanned a QR code at the counter I believe you have to request a CoP.

What service did you use? Was it 1st Class, 2nd Class, Special Delivery, Tracked 24, Tracked 48 etc?

[4_bathrooms]

Actually; was this a "Simple Delivery" label? I can't tell from looking at the listing.

If you purchased the label via eBay it was not Simple Delivery. However, if eBay sent you a label that you did not purchase it was a Simple Delivery label and you are not responsible for refunding the buyer.