What happens if the item I sold doesn't arrive at the buyer's?

[sleslieuk03]

What happens if the item I sold and posted doesn't arrive at the buyer's?

Thanks

[rusticrye · Accepted solution]

The buyer opens an Item Not Received case.

Unless you have tracking proving delivery, you refund the buyer in full through the opened case. You then lodge a claim for loss in transit with the carrier. 

If you have tracking proving delivery, you don't refund. It's up to the buyer to lodge a claim with the carrier themselves. If the carrier has misdelivered and can't retrieve the package, they, the carrier, will have to compensate the buyer.

Everything you need to know about selling on Ebay is in the Seller Centre (link at foot of any page).  You also have the Help pages with their integral search to refer to (links at top and foot of any page).

@sleslieuk03 

[john1297576]

"Claim with CarrieAs you may find, only Royal Mail has a decent understandable policy on Compensation. Most carriers have so many items they do not compensate for or if they do it is poor. You should always read any T & C before using any service.

Avoid Ebay and Packlink for a start, neither do anything, they just pass to Hermes to lose.

[pixiesen2012]

the buyer needs to open a not received case

if you don't have tracking showing the item has arrived you refund the buyer in full

then make a claim with the carrier

[sleslieuk03]

Thank you for this.

[sleslieuk03]

Hi
Apparently you have to open an item didn’t arrive case on EBay.
Hope that helps.