HELP! Tracking says item collected, buyer says they haven't...what do I do?!

[zaffy789]

I sold an item on ebay, used on line postage, posted at post office so have a reciept.  The tracking shows as being collected from the post office on 13 Dec (says collection recorded)  The buyer says they haven't had it.   They have now opened a request for a refund saying they haven't had the item.  I can't do anything re the Post Office as yet as when I filled the form in the reply came up that it was too soon to investigate/ask for a refund.

Do I just beleive the buyer and refund?  Will I get a refund off the post office?  It seems strange that it shows as having been collected when the buyer says they haven't got it.   

[red_magpie]

Disputes over items that were reportedly collected, but the buyer denies this, are rare.

Assuming that you have uploaded the tracking details in the usual way, I would expect eBay to find in your favour.

I think you should certainly still give any support you can to the buyer in disputing this delivery. If the sorting office (in my area it's also the local post office) handed over the parcel without seeing the card left through the door, and without requiring any proof of identity, this seems to me to be negligent. The buyer might get proper compensation if you both threaten to complain to Postwatch.

[rusticrye]

The Post Office has nothing at all do with deliveries and collections. Tell your buyer to contact her local Royal Mail Delivery Office, as it sounds as if the package is there waiting to be collected.

If tracking proves delivery or collection, and you've added that number to the opened case, your job is done. You can't be made to refund because you can't lodge a claim with Royal Mail for your loss - because tracking proves delivery/collection.  The buyer will have to take this up with Royal Mail themselves. If Royal Mail have misdelivered or otherwise messed up, they, Royal Mail, will have to compensate your buyer.

@zaffy789 

[1956glyn]

What you must do is immediately add the tracking number to the case details.

When you post an item you should go to More Actions to the right of your sold item and add any tracking number and or 16 digit bar code on your postal receipt.

If the tracking shows as collected then in theory you should win a not received case.