Item sent through Royal Mail has not arrived with buyer. What to do if (or when) buyer opens a case?

[hawkwind_gaming]

Hello. I posted an item to a buyer on Monday 3rd June using Royal Mail Tracked 48. The estimated delivery date was June 5th-6th. The buyer is based in Scotland and I am based in England. I've been checking the delivery tracking on the Royal Mail website and the tracking has not updated since the item was posted. It just says "accepted at post office". The buyer hasn't opened a not received case yet but I am expecting they will do so, very understandably, if it doesn't arrive soon. How long should I wait before making a compensation claim against Royal Mail? Items sent through Tracked 24 or 48 are insured up to £150 and the value of the item is well below that. I've never had to make a claim as I've never had an item not received case before.

[the-nutwood-collection]

I would send a message saying that you see that the missing parcel is due to be delivered today.  If they've already sourced a replacement you will send a return label - no need for them to open the parcel, just print the label, stick it on, and drop it off at a post office.  If they wish to keep it, you will send a PayPal invoice and they can pay by PayPal or card.  Ask for the email address the invoice should be sent to, or whether they would prefer that you send it to the email address registered with the order (this will be the eBay email address, but it will get to them).

To encourage them to pay, you could offer a discount to compensate for the delay in delivery.

An assertive approach, coupled with the fact that you know they have the item, may trigger a return or payment.  If it doesn't, then you can go the Small Claims route, but whether this is worth the bother depends on the value of the item. 

[fozzyboslem]

I wish I was as optimistic as you are about this type of situation as I've had this problem a few times with R.M and each time I've been out of pocket and had to reimburse left feeling annoyed, stressed out and everything else, the service these days is terrible for example I was told on the phone by them that if the parcel is later than the time given then royal mail take absolutely no responsibility or liability for it and its tough *bleep* basically unless you're claiming for loss and have proof of delivery also doesn't help when your score is reduced on Ebay as buyers are not happy about waiting. I also once had to send more than ten emails to get £3.50 refunded, complete joke.

[dazblue2739]

Just searching through here because i've got the same thing...
Buyer just messaged to say he hasn't received his item yet... it's due today so not a big issue yet...
However, I posted two items at the same time - both 48hr tracked... one has been delivered, the RM website tracking says delivered, but the other one still only says dispatched on the RM website!!!