Buyer hasn't received an item

[pstr2177]

Hi

Do you know what happens when a buyer hasn't received an item?  I have proof of postage as it was only a standard postage on the listing.  I have supplied the buyer with this information.  I can only see where there is anything regarding getting a signature but in this case it was only standard postage as stated.  Do I have to refund or is it something the buyer has to take up with Royal Mail?  I'm a bit unsure as I can prove it was posted but how do I get proof that they honestly haven't received it?

Many thanks for any advice

UK Seller

[tobiasd4]

Check POP from PO, it should have 16 digit reference number,

although not tracked, it will show in RM website if item gets delivered,

you should always add this nimber to ebay when marking as posted, as long as it shows delivered you don't have to refund buyer, if not delivered, refund buyer through case & claim from RM

[redwick1]

Was it an envelope or a packet. 

If a packet then there will be a 16 digit code on the receipt and that acts as tracked for ebay

You put it on the item in your sold section and if it says Delivered then you win

If not you have to refund and claim off your receipt

If it was an envelope then no code and you have to refund then claim off RM

[john1297576]

Proof of postage is only of use to support a claim on Royal Mail. If buyer has not received an item, then they open a Not Received case and unless you can prove delivery then you have 3 days to refund. You then can make a claim on RM. If however as I say below if there is a tracking number which proves delivery RM will not pay up.

Apart from Letters and Large Letters all packets when posted through Royal Mail, have a 16 digit number on the Proof of Postage which can be used to track delivery. Like all tracking unless entered on Ebay you will be forced to refund unless ebay can see evidence of delivery.

I suggest you read the Money back Guarantee to see what your responsibilities are as a seller.

[pixiesen2012]

you have to refund the buyer in full and take it up with Royal Mail yourself

signed for is for the sellers protection, not the buyers