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

[*knight-rider*]

One way to stop buyers opening up not received disputes too early, is change your dispatch time from 2 days, to 10 days, but still post within the 2.

this will give the buyer an estimated delivery date in mid june, rather than say, next week or something. You only currently have one listing, so would be easy to do. If your worried  people won`t buy because of the long delivery, just drop a note in your description that you post within 2 days 🙂

[smilesecurityuk]

Great idea!!!! Thanks!!