Buyer claims item not received

[laurielottie]

Item posted on 27th Nov by special delivery. Item signed for 28th Nov. Buyer works in wine shop and this is his delivery address in eBay and Paypal. Signature has 2 initials which isn't the buyer. He says it's never been delivered what can I do as he wants a refund and the item is £255

[m25jet]

As others have already said, so long as the tracking shows that the item was successfully delivered to the buyer's address then you will win the case.  Therefore, if the buyer has already opened a case then should he/she send you an e-mail via the case just respond politely, saying something to the effect of "The tracking shows that the item has already been delivered on [insert date here].  If you have not yet done so please check with your neighbours, or anybody else at your own address, to see whether they have accepted the parcel for you."  Don't let the buyer's replies get you angry - if you do start feeling angry then make sure that you calm down first before you reply to the buyer's responses.  So long as you remain polite during the case, despite any rude and/or antagonistic comments from the buyer, then the buyer will lose the case so long as the tracking proves that the item was successfully delivered.

Once the case has been decided in your favour the buyer will not be able to leave you negative feedback in relation to the transaction.  If, however, he/she leaves you negative feedback prior to eBay deciding the case in your favour then get onto eBay Customer Services straightaway once the case has been closed and ask for the buyer's negative feedback to be removed, reminding eBay that they decided the case in your favour.  If you do that then the any negative feedback left will be removed, along with the associated defect, and it will not have done any damage to your account.

Finally, add the buyer's User ID to your Blocked Bidders List.  If you're unfamiliar with how to do this then click on this link https://offer.ebay.co.uk/ws/ebay/isapi.dll?bidderblocklogin and a big white box will appear on the screen.  Add the buyer's User ID to that box and then click on the Save button beneath it.  Once you have done that the buyer will be prevented from purchasing anything else from you in the future, in which case he/she will be unable to cause you any further aggravation in relation to any of your future sales.