Royal Mail want more money? Simple delivery

[smarts-gaming]

So I sent a small ring via eBays simple delivery in a large letter. 

The customer has just contacted me with a Royal Mail slip saying that sender did not pay postage and they owe £3. 

I thought eBay were working with Royal Mail so that this doesnt happen? EBays own policy literally states : 

“if your parcel exceeds the maximum size and weight of the label…and you listed using our recommended size and weight…you won’t have to pay any additional costs”

Customer is refusing to pay the extra and saying they want a refund. However how do I even get the item back now? I can't get hold of eBay at all, I have tried but they want a security code thats being sent to a phone I no longer have access too. 

[moldosgifts]

eBay Customer Service

Click that link they will call you although

 I'd leave till the morning first thing lines open at 8am  9am Saturday better chance of Dublin office calling you back.

[4_bathrooms]

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@smarts-gaming wrote:

“if your parcel exceeds the maximum size and weight of the label…and you listed using our recommended size and weight…you won’t have to pay any additional costs”

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Did you change the eBay "recommended" size/weight when creating the listing?

If you didn't change it direct your buyer to open an "item not received" case; you're covered if Royal Mail's tracking doesn't show a delivery scan.

[jckl1957]

Did you sell the ring on a different account as I can't see it in your sold items on this one?

I was looking to check that you actually used Simple Delivery as jewellery is not actually eligible for that service.

[smarts-gaming]

Thanks all. I will get buyer to open item not received case. 

I did not change anything to do with delivery I was under the impression that eBay sorted all of that now. 

It was on a seperate account that I use to sell random bits of jewellery from around the house yes. 

[4_bathrooms]

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@smarts-gaming wrote:

I did not change anything to do with delivery I was under the impression that eBay sorted all of that now. 

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I'm now pretty sure this wasn't a Simple Delivery label. @jckl1957 is correct; in the list of SD's restricted and prohibited items it states:

"Valuables, such as jewellery, watches, and precious metals, including, but not limited to, jewels, watches, gems, precious metals, real pearls, silver, gold"

The item doesn't show in your sold items; at least not on this account so there was no way for anyone to check whether the item was originally showing SD postage or not. You could always go to Royal Mail's "fee to pay" page, enter your buyer's details and pay the fee for them if you want to sort things out for your buyer. If you're not willing to do that you will ultimately be responsible for refunding your buyer and may or may not get your item back. 

[jckl1957]

None of my items listed under 'Jewellery' have got SD as an option and, when I added a couple of new items at the weekend, it's clear that even costume jewellery is not eligible. (Which makes me happy.)

Off topic and random - I listed a rosary and that has mandatory Simple Delivery.