A buyer is claiming not to have received an item I sent 12 days ago, I have proof of posting

[amye3897]

A buyer is claiming not to have received an item I sent 12 days ago, I have proof of posting, am I responsible to offer a refund? She paid through PayPal., and would I be reimbursed if this were the case? This has never happened to me before so would appreciate some advice, thanks. 

[roger_roger_over_and_nowt · Accepted solution]

If you sent by RM and the item was over 25mm thick and weighed over 100g you will have a 16 digit reference number on your proof of poswting which you can use to check status on RM track and trace site.

If you don't have that number you would have to refund in full and claim off RM if you meet their criteria.

[amye3897 · Accepted solution]

Thanks for the info.

[ruby*tuesday]

If your Buyer has opened an EBay Item Not Received Case you need to make a Full Refund through the Case unless you have Tracking which Confirms Delivery. If you have a Tracking Number add it to the Case.

No sorry you won't Receive any Reimbursement from Ebay. You would have to Claim from the Carrier if you have any Postal Insurance. 

[rusticrye]

You have the contract with the carrier, Amy, so you are responsible. If the buyer opens an Item Not Received case, you will have to refund in full (through the case and within the timeframe Ebay allows).

You then lodge a claim for loss in transit with the carrier (or with Packlink, the postage broker, if you bought your postage on Ebay) using your Proof of Posting receipt. That's what the PoP is for.  As long as you bought the correct postal service (one that fully covers the value of the item), and the item is not on the carrier's or broker's 'exclusion' list (not everything is insurable), you should be fully compensated.

@amye3897