Item I sold hasn't arrived - what to do?

[paul_liverpoolfc]

Hi

A parcel I sent to someone by Royal Mail Tracked 24 delivery hasn't arrived because it was delivered to the wrong address and signed for. 

The buyer wants me to send a refund but that would leave me out of pocket. 

Can someone suggest what to do? 

Thanks

Paul

[thesmokingrunner]

I think we need to take this step-by-step before any advice on what you should do is given.

Ok. First question: why was it delivered to the wrong address?

Was it sent to the buyer's address that you were given by eBay and, if so, had the buyer moved and no updated their delivery address? Or did Royal Mail deliver it to a random address in error?

[robbtyke132010]

Paul - as thesmokingrunner says we will need more details to help - if the buyer has indeed moved address then you will not be liable but to try & get compensation out of Royal Mail for delivering to an address which has not been written on the label means you will have to refund buyer.

[eastern-lights]

How do you know what address it was delivered to?

[tressygirl · Accepted solution]

Bottom line is this.

If you posted the item and have that tracking,  to the name and address eBay provided to you on the delivery order for the item after the buyer paid,  then all is well, once that tracking shows delivery, it will close any case for item not received in your favour.  No need to refund here.

If the buyer later messaged you with a different address, and you posted it there,  then you are not covered,  and any case for item not received you'll lose and will have to refund.

@paul_liverpoolfc