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.