Hi, so yesterday a buyer escalated an item not received case. 

It was a package that had gone out by standard post instead of tracked because of that bug I've reported a couple of times. 

 

But the really frustrating thing is that I was working with them to resolve it. We'd spoken, I'd asked them to check at the post office in case delivery was attempted but no card was left - a number of my "lost" items arrive back with "not collected" on them. 

They said they'd ask after the weekend. 

 

Didn't hear anything back until they escalated out of the blue. 

 

They hadn't bothered to check at the post office. 

They said they didn't because there was no tracking updates saying it was there - I had explained the bug, and that standard post's tracking numbers only provide delivery notification and don't actually track. 

 

 

I was going to refund if it wasn't there but wasn't given the chance. This kind of thing has happened to me before. It doesn't feel right that we can be working with a buyer to help them get their package but can suddenly be locked out of the process on a whim, causing us to lose the fees and get a mark on our account.