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

[john1297576]

Once a not Received Case is opened, you have 8 days before the buyer can escalate to ebay so you don't need to refund before day 7.

It really is surprising the number of ignorant buyers who seem to live in a different world to the rest of us. If you do need to refund, only tracked proof of deliver will satisfy ebay, then an honest buyer would pay again, although I have my doubts about this buyer.

You would of course be able to make a claim on Royal Mail, but I hope you used the correct method 0f postage for the value. If you should be using tracked mail DO NOT offer buyers a choice. Tracking is for your benefit and protection not the buyer.

[smilesecurityuk]

Thanks for your info!