Tracked 48 item not received by buyer one month after being sent - best way of refund being issued?

[jjambadger27]

I posted a Tracked 48 item to a buyer on June 14 and the tracking still shows "Accepted at Parcelshop" and that's it. The buyer's been unbelievably patient and has been the one insisting that we hold on just in case it shows up. 

I think it's safe to say that there's not much chance that it will now. They're actually fine with writing it off to bad luck, but I think it's unfair if they lose out - it's just over £70 that they paid & I have the proof of posting, so I presume it'll be no problem me getting that amount back too, although I understand that it can take around two months for the case to be resolved and for a cheque to be sent to me. 

I imagine I should get the buyer to raise a not received claim rather than me just putting a refund through? 

[jjambadger27]

Just to stress that I'm referring to putting a missing item claim with Royal Mail. 

[ile136yz]

Are you a Business or Private Seller who used Simple Delivery?

[jjambadger27]

Ah, should have mentioned that I posted this via "custom delivery" as a private seller before my account became Simple Delivery only. 

I may whinge about SD but am well aware that I & the buyer would have been covered by that re being compensated by eBay for the loss.

[gjalp]

You get the buyer to open INR then refund then claim from RM. Before that though, its always worth using RMs chat thing. I had one similar, used their chat  and RM eventually found the item and it got delivered (very late).

[jjambadger27]

Alas, it seems like they have no chat facility anymore. I did phone about 2 weeks, only to be told after waiting for 40 minutes that there was no additional info showing up on their internal system re the whereabouts of the package. It's a 12" record packed in a sturdy box so not exactly the kind of thing I'd expect to go missing easily...

[edwardian-dreams]

Put the claim in

you sent it tracked for a reason they now have to honour that 

They’ve  lost your parcel 

they should pay out  or find it!

[ile136yz]

As the other Member said, put in an on-line claim with the RM as they have failed to delivery & you have paperwork to show this.

In the past I had sent a RM48 Tracked parcel to Northern Ireland which show delayed at one of their depots and it did not move at all.

The Buyer had not been in contact with me. I thought that the parcel must have arrived & but not scanned.

A month later the Buyer contacted me saying they had just received the parcel with no damage & they were very pleased as the weather had been very bad. The RM postage details never showed the delivery on their system.