Buyer has opened a case but has not waited long enough for delivery

[lhan2567]

Hi there,

A buyer has opened a case against me asking for a refund stating that the order has not arrived yet. However, due to the current global situation and that the UK has recently had a bank holiday I'm suprised that the order has not yet arrived. I posted the item second class on the 18/05/2020.

I've tried explaining this to the customer and I've provided a postal reference number, but it seems like they are not interested. I'm worried this is going to go against my account and that I would have lost money because of this.

Any advice would be helpful.

Thank you.

[papso22 · Accepted solution]

If that is the item that sold on the 15th May, then you met your dispatch timeframe, but the expected date of delivery would have been sometime last week, so the buyer has the right to open a case, even though things are taking longer.  You have a further 8 days for it to arrive after the case is opened, but if is hasn't, you will need to refund before the buyer can escalate.  If you don't refund, ebay will do it with your money, you will get a defect, and you won't get a credit of the selling fees.

If the item went as a parcel, there will be number on your proof of posting that will let you check if it has been delivered.

To protect yourself you should extend your dispatch time, which extends the delivery window before a case can be opened, but can still post in 2 days.  

[lhan2567 · Accepted solution]

Thank you for your help!