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

[thedemon2014]

You are right, that with the present coronavirus situation the postage is being delayed and the item will probably arrive soon.

What was the item?

If it was sent in anything larger than a Large Letter there will be a 16-digit reference number on the posting receipt.

If there is a reference number what does it say? It is not true tracking but eBay do accept it if it shows the item has been delivered.

eBay are protecting sellers from late delivery defects.

Check the eBay announcements for details.

I suggest leaving it as late as possible before refunding.

The item may have been received by the buyer by then (who  will hopefully then close the case) and you will not have to refund anyway.

Please come back and tell us what happens in the end.

[smilesecurityuk]

It is a temporary dental filling kit which was posted first class large letter.
I do have the basic tracking that is proof of postage but that only gives estimated delivery time and doesn’t say if it’s been delivered or not.
I think the majority of the public also aren’t aware that Royal Mail’s now don’t deliver standard post on a Saturday, only signed for.
Most customers are very understanding of the present situation but this lady is now calling me incompetent and accusing me of not sending out the kit within my 1 working day timeframe. Despite the proof of postage stating otherwise. *sigh*
At what point do you report a buyer? I really don’t want her to have the opportunity to leave negative feedback and have to go through that whole process....

[thedemon2014]

To reinforce what @arkwebus has said, without proof of delivery it is pointless trying to argue the case. Refund if you have to. I think there is nothing you can report the buyer for. Do not be tempted to leave false positive feedback for your buyer either. That will damage your own account if the buyer reports it. The best feedback you can leave is none at all. Put the buyer on your BBL and go to Account settings to stop blocked buyers contacting you.

[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!

[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!!

[*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!!

[red_magpie]

I don't want to offer her a refund just yet

Now that she's opened a case, you don't have any choice.

You can leave it for a few days, but remember that after the 8th day she can escalate the case. EBay will then enforce a refund, and penalise you with a defect on your account. You will forfeit any return of fees.

Despite eBay's covid policies, they still do nothing to support support to sellers when buyers claim a refund because of late delivery, and then also keep the item when it arrives. Even with proof of delivery.

[smilesecurityuk]

Appreciate your advice!