Item not received

[Househunter]

I sold a dress on 25 May and posted second class on 27 May. Tonight I have received an email from eBay saying the buyer has opened a case against me as they have not received the item. No message from the buyer before this. I have proof of postage but it was just sent standard second class so its not tracked. I replied saying please check with the local post office and with neighbours as I have received positive feedback from other parcels sent at the same time and I have uploaded a picture of the proof of postage. I know that eBay usually finds in the buyer's favour and I'll probably have to end up refunding but how long should I wait before doing that? Royal Mail won't allow claims until 15 working days have passed.

[CocktailQueen]

I'd probably refund buyer after a week if it hasn't turned up, then claim from Royal Mail when you can. I might check your buyer's feedback and block them too if you think they're lying.

Ps ebay automatically opens a case for you if you click on contact buyer then item not received.

[Househunter]

Thanks for your reply. Do you mean a week from now (i.e. case being opened) or a week from being posted?

[Butterflyspring]

you will only be covered up to £20 with standard postage so won't be able to claim the full amount back.

ebay will refund in 8 days time if the buyer escalates the case.

[nickstmoritz]

There seems to be a problem with Royal Mail lately. I have just had a long thread on a parcel that didn't arrive. I refunded my buyer today. First time I have had a problem with a parcel not arriving but I have heard of a few problems. Luckily my buyer didn't open a case and we sorted via normal messages. Claim from RM after 15 days. Your buyer may have opened a case by mistake due to the way ebay set out the contact question page.

If it hasn't arrived a week after you posted it - do a refund. 2nd class should take 3 days max really. Hopefully your buyer will pay you again should it finally turn up.

[Househunter]

Thanks for replies. I had suggested that they should wait a few more days but perhaps I should refund now to protect my 100% good feedback? It's less than £20 much it looks like a massive hassle to claim through Royal Mail.

[Butterflyspring]

refunding doesn't guarantee your feedback though. And you must claim for the loss.

[Househunter]

The buyer has just closed the case. It can't have arrived this morning as it's so early. Looking at their feedback they buy a lot of stuff so wonder whether they accidentally opened the case against me instead of someone else. Especially as they said they'd sent me a message previously which I never received. It's really put me off using eBay though

[alemci]

that's good. I had stuff disappearing in February and had to refund.

I've had to request 2 refunds for things of late as they haven't arrived. most strange.

[alemci]

I meant it's good they closed the case. Ebay is a bit of pain currently.

[Butterflyspring]

OP - send stuff tracked then you won't have this worry - like I have said so many times use Hermes or Collect +. Cheaper and proof of delivery. You can add the tracking to the item when it is sent and there is then no risk of a not received case.

[Househunter]

Didn't realise they are cheaper. Thanks for that tip.