Tracking down an older order (over 90 days ago)

[baw1]

Hello,

I had a buyer claim that he never received an order. At the time I couldn't find my proof of postage, but I have just discovered a batch of proofs that I hadn't cross-checked against the order.

The buyer was refunded as I was unable to provide proof of posting. All I can recall now is the item description and rough date of the order. Is there any way now I can find the actual order details?

Many thanks.

[rusticrye · Accepted solution]

If you can't find the order on Ebay, PayPal transactions are viewable for at least 3 years.

"...The buyer was refunded as I was unable to provide proof of posting...."

No - the buyer was refunded because you had no proof of delivery.  Proof of posting won't help you when an INR case is opened. POPs are for lodging a claim with Royal Mail, once you've fully refunded the buyer, and to protect yourself against UAU claims (see below *).

I don't think you'll have any luck lodging a claim with Royal Mail now, though, as too much time has passed.  But go to their website and check.

* In case you're unaware, POPs must be kept for 13 months, to protect you from Unauthorised Account Use claims.  UAU claims can be made for up to that length of time, because many people only receive their bank and credit card statements annually.  A POP receipt proving dispatch is the only thing a payment processor will accept for such a claim.

@baw1 

[baw1 · Accepted solution]

Thank you. A valuable lesson learned, I think. I will make sure all my POPs are retained for that 13 months!

The one POP for which I didn't record what it was for, is the one POP I can't find! I am not 100% sure that the item wasn't received, but I have to take the buyer's word for that, as it looks like I can't attribute the item to a particular sale on eBay. It's so quick and easy in Seller Hub for newer sales.