An agreed return parcel has gone missing - what do I do?

[castellane1]

I agreed a return and via ebay sent a return address label.  I haven't received the parcel although ebay say that Royalmail tracking says that I have received it.  What do I do?  Whose responsibility is it?  help please - ebay give no guidance

[rusticrye · Accepted solution]

Is your Ebay-registered address up to date...? I ask, as sellers not updating their addresses when they move home seems to be quite a common problem.

But whatever the problem, you will have to refund the buyer. If you don't, Ebay will force the refund, and slap a damaging defect on your account for not refunding voluntarily. You will then have to contact Royal Mail to find out where they left the package, just as a buyer would if a package you sent to them had tracking proving delivery. If Royal Mail have misdelivered (it happens) and can't retrieve the package, they, Royal Mail, will have to compensate you.

@castellane1 

[castellane1 · Accepted solution]

Thanks for your help... yes my ebay address is correct and hasn't changed. I live in a small post code address - only 9 houses - and we all know each other so mis-delivery shouldn't be problem - so something dubious has happened

I will follow your advice, pay up and see if I can get some compensation from Royal Mail 😞

Thanks again

[papso22 · Accepted solution]

Have you checked the address for returns? This can be different to your registered address.

[**peaseblossom**]

If the tracking shows delivery ebay will refund the buyer's money and unfortunately you will not be able to claim compensation from the courier for loss in transit.   Ask your neighbours, hopefully someone took it in.

[castellane1]

Thanks v much for your advice - not good news and seems unfair. I tried to get advice from ebay over chat. The only thing that they advised was for me to get a 'proof of non-delivery'. Do you know anything about that ? I assume Royal Mail will investigate and eventually accept that the parcel wasn't delivered

[**peaseblossom**]

I don't know how you prove non-delivery other than confirming you haven't received it. If you do try a claim with RM it should really come from the sender. You should get more info from your post office.