Lost in the post. Who pays the refund?

[rgrahamsmith1403]

I can see trouble ahead! I sold an item and (as you have to) paid for the eBay postage label (simple delivery). It was posted on Tuesday, and went "Tracked48"  by Royal Mail. It's now Sunday and the item hasn't been delivered. Now, in the Olden Days (!) if this happened, I would refund the customer and, having the proof of posting, I would apply for compensation to RM. However, since technically I haven't paid for the postage - eBay have - what happens now? Will eBay charge me for the refund? How can I get compensation from RM if that happens? I would normally enter into a discussion with the buyer to offer a replacement etc. but I can't do that either.

If I get a load of trouble from this it will be the last straw, and I'm taking everything off eBay.

VERY WORRIED

[tressygirl · Accepted solution]

Firstly,  don't be worried because one of the benefits of Simple Delivery when used,  if the item is lost in the post and the buyer has opened a case for item not received,  eBay take over,  they refund the buyer and you get to keep the payout from the sale.

eBay's tracking was, and is,  notoriously slow to update, the item may well have reached the buyer, check on RM's Track & Trace online. 

Has the buyer opened a case for item not received?  If they have the actions above will take place.

@rgrahamsmith1403 

[lucy_farmer]

Please don't refund the buyer yourself. With Simple Del, that's ebay's job.

One or two sellers have come to these boards after dealing  with their buyer in 'the old-fashioned way' (i.e. keep the buyer happy then sort out problems yourself) and it's really not clear *how* or even *if* they got their payment back ..🙁

As tressy says: the buyer has to open a case for a not received refund. Don't get involved *without* a case being opened, whatever the buyer may say.

[rgrahamsmith1403]

Buyer hasn’t done anything yet. I was concerned because I was watching the tracking on the RM app and it’s not even showing as moving after 5 days.  Okay then, I now know that eBay will deal with it. No problem in that case.