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Buyer claiming that they have not received the item.....

(12 Posts)
HandbagAddiction Wed 21-Nov-12 21:09:21

.....this is the first time this as happened to me and I will admit that I'm at a loss as to what to do next.

I have replied so far to saybwhen the item was posted, that I have proof of posting and which address I have posted it to. The buyer has then responded to say that they just want a refund.

So what's the deal here? Do I just give a refund and then just avoid this buyer in the future? Do I have any recourse with the post office with a "proof of posting" as opposed to a recorded delivery?

Just want to be accommodating, put this one down to experience and not risk my great record to date. Gutted though as the other 6 parcels I posted at the same time all seem to have arrived ok.

Indith Wed 21-Nov-12 21:13:57

why avoid the buyer? Not their fault. Proof of postage covers you up to £30 or £40 I think. You refund then you take it up with the PO ang get your money back off them.

fergoose Wed 21-Nov-12 21:22:45

well - they may be telling the truth

You will need to refund then claim from royal mail with your proof of posting. An item isn't considered lost until 3 weeks, but most buyers won't wait that long. You will be covered up to £46. When was it posted.

HandbagAddiction Wed 21-Nov-12 21:32:54

Ok thanks, that's helpful. With the 3 week thing, does that mean that I cannot claim back from Royal Mail until 3 weeks after posting? In the meantime, I refund the buyer right? Or, do I ask the buyer to wait until 3 weeks?

Sorry, just a bit confused about process.

fergoose Wed 21-Nov-12 21:36:09

yes you wait 3 weeks to claim. How long ago did you post the item?

HandbagAddiction Wed 21-Nov-12 21:38:39

Posted on 9th November, 2nd class standard delivery. So I guess it's now nearly 1.5/2 weeks.

SolidGoldYESBROKEMYSPACEBAR Thu 22-Nov-12 10:36:36

Things do sometimes vanish in the post, and you do have to refund the buyer and claim from the Royal Mail. It's neither your fault nor the buyer's, jsut one of those annoying things.

HandbagAddiction Sat 24-Nov-12 13:16:12

Ahhhhh- now I'm really annoyed. Totally accept that things can get lost and I'm happy to provide a refund and have said as such. Buyer raised a case against me claiming that I have not responded to her emails. I did explain that i was in the US on holiday 8 hours behind and would therefore be delayed in responding...and she's chosen to ignore.

I have now processed the refund but think I find myself with another issue. I had already given the buyer a partial return before I sold the item as I discovered a small issue before I sent the item and emailed her to offer the option of a partial refund or to withdraw completely. So now they have had this and then eBay has just processed a full refund plus postage through the dispute, so at this point it looks like I have ended up paying her more money - £5 extra in fact.

Can't get onto Paypal currently to confirm which is annoying to say the least......

HandbagAddiction Sat 24-Nov-12 13:21:39

Phew - just finally managed to access Paypal and establish that it has worked out I already sent the £5. So now I'm just annoyed about the comments re not responding quick enough. I have emailed her every day - just not on her timezone.

fergoose Sat 24-Nov-12 13:22:35

did you process the refund via the original payment in paypal or did you send the £5 as an extra payment via paypal? if so, yes the buyer is quids in. A partial refund should always be done via the original payment in paypal, to stop the buyer being given back too much money

VivaLeBeaver Sat 24-Nov-12 13:25:33

Email her and tell her the refund is on its way and ask her to retract the comments/case against you.

lljkk Sat 24-Nov-12 19:56:54

And block her in future.

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