Demanding Buyer

[thecrimsonlizard]

Hi, i posted an item on November 30th, Ebays delivery guideline is between 5-8th December so theres still tomorrow left.... Royal mail ref number added on the day of posting. Buyer messages tonight saying the ref number doesnt work ( it does) and how does she even know if its been posted at all, that her deliveries usually arrive within a couple of days and that shes never had to wait this long and will be raising a case tomorrow!

Now i have pointed out ( with pic attached ) that the ref number does work and its showing that it will be updated once a delivery attempt has been made and ive also pointed out that deliveries can be taking due to the time of year and current situation but shes having none of it!  Normally the parcels i send out are pretty quick to arrive but some that went out at the same time as hers only got delivered yeaterday so ive kindly asked her to wait a couple of extra days and if it doesnt turn up i will gladly contact RM for info but again... not good enough!

If shes opens a case will i get penalised or is proof of postage good enough for ebay even if its still not had an attempt at delivery by tomorrow?  I will be contacting RM if its not there by tomorrow but if its lost in transit where would i stand with regards to ebay?

Hope this all makes sense, 

Thank you

[rusticrye]

No, proof of postage is of no use when a buyer opens an Item Not Received case. You need proof of delivery. That applies everywhere, not just on Ebay. But do not refund unless the buyer opens an INR case (which they cannot do just yet), and only refund at the last possible minute.

Your buyer needs to rein in her impatience.  Most of my sent packages (I'm a business seller on another account) are arriving fairly quickly, but some are taking far longer, which won't be a surprise to anyone with an ounce of commonsense (unless they've recently landed from Mars).  I've just had a Royal Mail 'Large Letter' order that took 2 weeks to travel from me in South Wales to my customer's address in Sheffield.  It's unfortunate, but that's life at the mo, and will be for quite some time to come. So politely remind your buyer that Ebay's delivery estimates are exactly that - ESTIMATES. They are not guarantees, even at the best of times let alone now. 

And consider adding her Ebay ID to your Blocked Bidders List so she can't darken your doorway again. Impatient buyers like this we can all do without.

@thecrimsonlizard 

[thecrimsonlizard]

Thank you, Ive asked her to be patient but no, she wants her item now! The 16 digit ref num is there for her but again its not good enough. Im hoping it arrives tomorrow but if it doesn't do you know where i stand with her case should she open one? If royal mail haven't updated it what can i do apart from contact them?

[kris5161]

it sounds like you have sent a small parcel via royal mail ? if so its not classed as a tracking number as it is not really tracked as in stage to stage it just lets you know when it has been delivered. this royal mail service is useless i have items still saying they will update when delivered when buyer has left positive feedback. if a not received case is opened unless it is marked as delivered by royal within ebays timeline you will not win the case as you cannot prove to ebay it has been delivered, delivery has been attempted or that the buyer refused item

[thecrimsonlizard]

Thank you, very helpful. Luckily it turned up yesterday and buyer is now happy. I have also noticed royal mail are sometimes very slow to update, if at all.

[arkwebus]

Even contacting Royal Mail will not help much. Their CS is in Plymouth and they tend simply to say "we cannot give any information as to your parcel".  It's all so complex now.  

@thecrimsonlizard 

[thecrimsonlizard]

Thank you, Ive had to contact them previously regarding the whereabouts of an item and they were very helpful in telling me what had happened and when it was going to be sent out ( postman had scanned in then couldn't deliver so was returned to depot) so im not worried about contacting them, i just hope it turns up tomorrow

[arkwebus]

If the Royal Mail is in the listing [well done! That's as it should be!] then if it shows delivered or "scanned at doorstep" the case should be closed and eBay not even trouble you [we understand]. 

If the case does come to you as I say you simply either have to input the tracking number [showing delivery etc] or refund within the 3 days. It's harsh I'm afraid. 

If you refund and the item is later delivered then you would expect the buyer to repay wouldn't you?  

If the item is lost then you can claim from Royal Mail

@thecrimsonlizard 

[arkwebus]

No; proof of postage is not enough!  If you used 1st or 2nd class bigger than a large letter then there is a 16-digit number which will show scanned at doorstep [but not tracking]. 

There is no general problem with RM. I have bought hundreds of things in 2020 and - while I may be lucky - every single one has arrived within eBay's time limits and the vast majority within 24 or 48 hours as posted. Our postie says it's easier to get around as less traffic.  One item [a jacket] was ordered on Sunday afternoon and delivered on the Monday [not RM obviously]

If the buyer opens a case after the last date for delivery you will not be penalised if you refund through the case without delay.  You get three business days to make the refund before the buyer can escalate. If he does eBay will refund [unless tracking shows delivered "anywhere"] and then you would be given a defect

@thecrimsonlizard 

[thecrimsonlizard]

Thanks for your fast reply. Royal mail ref number was added on the day of postage so that is visible to the buyer and shows up as 'will be updated once delivery attempt has been made " . At this point i don't feel a refund is appropriate as the time isn't up yet and ive told her i will contact royal mail should it not arrive. Im just wondering where i stand if she goes ahead and opens a case even though the ref number is there and the royal mail update is accessible?