What if you refund for a non-delivery and the item turns up late due to pressure on Royal Mail?

[smilesecurityuk]

Hi, I have sold an item to a fellow UK member who has opened a refund request for non delivery of a first class parcel. The estimated delivery date was yesterday. With the current pressures on Royal Mail during the covid19 pandemic, I am confident she will still receive her purchase in the next few days.

It may be worth mentioning that I'm very customer service based and pride myself on polite and helpful communication - however this buyer is quite accusatory in manner, citing that she has never had any other first class mail take this long and is demanding a refund because I'm apparently masquerading as a UK seller but shipping from China?! (I am located in Northern Ireland)

The buyer chose untracked first class mail as her postage option -- I do have the option for signed for which she did not elect to upgrade to.

Before i respond, I'd just like other sellers' advice on managing customers with delayed postal deliveries during the current pandemic?

I don't want to offer her a refund just yet as I'm confident that she'll receive the item in a few days  - and if I offer it I'll be out of pocket and she will have my item for free in a day or two.

Any advice welcome!

Cathy

[arkwebus]

If - as you say - it was large letter and you did not use "signed for" then as the buyer has opened a case you need to deal with the case. You have 8 days before the buyer can "escalate" the case and eBay forces a refund.   If it goes that far you will be given a defect. 

If it arrives and the buyer closes the case then all is well.  If she does not then I would suggest simply refunding through the case on day 6.  To win the case you have got to show delivery by tracking [or 16-digit] and you cannot do that. 

It is absolutely pointless trying o argue the point. It is up to the seller [not the buyer] to decide what service to use. 

@smilesecurityuk 

[smilesecurityuk]

Thanks!!