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!!!

[peecee0_3]

Same sort of thing here! Everything has changed on Fleabay since the OP posted their query last year, and there is no advice to be had from anywhere except other ebayers! I posted an order 8 days ago, buying postage through Fleabay - got proof of posting when I sent it, but there is absolutely nothing on online tracking, it doesn't even say it was received at the post office, it shows absolutely zilch. I've seen this as a buyer, but not as a seller, and I don't know whether to contact the buyer or not? I have nothing to tell them - I can't refund them because ebay haven't paid me, I can't contact RM yet,  should ebay contact RM because I bought the postage through them, should I go to my post office and ask if the packet has fallen behind a radiator or something??

Since Fleabay decided to change everything (and are still in the process of doing so) I've felt that I have so little control over selling/posting. I do know I'm not the only one, which is some sort of weird comfort. 

Sorry if this all sounds a bit hysterical, but time spent trying to get some sense out of the virtual "assistant" is doing my head in and it's a bit too early for a massive glass of wine...

[lucy_farmer]

'I posted an order 8 days ago, buying postage through Fleabay - got proof of posting when I sent it, but there is absolutely nothing on online tracking, it doesn't even say it was received at the post office, it shows absolutely zilch.'

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Were you listing and posting under Simple Delivery?

If not, what sort of postage did you buy through ebay? (i.e. tracked 48, tracked 24....etc)

[chorisia]

My wife works for Royal mail sorting. Tracking often just advises they have the parcel  but never any more. The sorting office has an additional tracking option with more information so contacting the sorting office may bring more information. Since ebay  imposed their simple delivery system so many are having problems. I have now added delivery cost to the price as my listings are buy it now,I pay to avoid 'simple delivery sytem' particularly as compensation for seller loss leaves so many with  a significant loss. It come to something when Evri give better service for parcels than Royal Mail