How long is reasonable to expect a buyer to wait for the item to be delivered before I have to refund?

[VanessaMuchLessa]

Never had a problem before. Buyer says not received item, I posted it 7 days ago. Neither of us have mentioned a refund yet, but forewarned etc... How long should we give Royal Mail to deliver it? It had my address on the back also.

I have proof of postage - how much effort is it to claim from RM if I have to? Item was £30.

Thanks

[bubblagirl]

you would have to wait 15 days to get refund form from rm i wouldn't refund a buyer after 7 days in all honesty i normally leave it 10 and ask them to check there local sorting office if you did it recorded could you track it

if not then give it few more days then refund if you feel you have to

here

[VanessaMuchLessa]

Thanks bubblagirl.

So if I have to wait 15 working days ie 3 weeks until RM agree it's lost is it reasonable or not to expect her to wait that long for her refund? Do I have to refund her after only 10 days - 2 weeks even though I have to wait longer to claim from RM? What's the ettiquette?

And do RM usually cough up without too many complaints - obviously I have no proof the item was worth £30?

[VanessaMuchLessa]

Just posted that and it didn't appear in active conversations!!

I haven't hidden the ebay topic! Try again.

[VanessaMuchLessa]

Well that showed in active convos. How odd.

As you were

(Though anyone who's an experienced ebayer... please help )

[Pingpong]

I've completed one RM claim on an ebay item. It wasn't as bad as I expected. I can't remember how long it took from start to finish. I've just posted off another one. You need to print off proof of the sale from ebay and proof of payment from paypal, complete an A4 claim form from the PO and include your proof of posting. Make a copy of the completed form and a copy of the proof of posting.
RM send you a cheque for the value of the item (ie what the buyer paid) and the postage. There is a freepost address to send the form to.
Definitely worth doing to get your £30 back but annoying none the less that RM can't just deliver the item.
I know that RM say 15 days but I think 10 days is reasonable to wait before giving a refund. Ask them to double check the address (I come across a lot of buyers who have a different ebay and paypal address) and like bubblagirl said ask them to double check at the local sorting office.

[VanessaMuchLessa]

Thanks Smac. Sounds like a slight hassle but well worth it for slightly over £30 plus I assume they refund the postage too?

I've emailed buyer checking address and asking her to check sorting office as you suggest.

Thank you and bubblagirl so much

Maybe it'll turn up tomorrow [hopeful emoticon]

[Pingpong]

Yes I remain eternally hopeful that the item will just turn up too and despite always putting on the return address I've never had a parcel returned to my door!

Yes they will refund the postage as well.

I'm into blocking bidders right now. Anyone that has caused any hassle at all ! If they 'claim' a parcel hasn't turned up then I will block them as you can't be 100% sure they are telling the truth although I'm sure some of them must be genuine I am a bit

[VanessaMuchLessa]

Yes Smac, I assume she's lying Quite philosophical about it though, surprised it hasn't happened before. I will still get my money, even if it's from RM and not her, just a bit more effort.

I'm a bit sorry I can't help feeling that though - things do get lost I think, I wish I was more of a person who always sees the best in people.

[Lovesdogsandcats]

I might be wrong, but I was under the impression that it is down to the buyer to claim from RM?
This is what I was told by a seller, when an item did not arrive, seller offered to email me all the bits like proof of postage etc. Luckily item arrives next day so i did not have to pursue it.

[cuppachar]

No it's down to the poster of the item (i.e. the seller) to claim from Royal Mail if an item goes missing.

[Pingpong]

Definitely the seller's responsibility to claim from RM.

[VanessaMuchLessa]

So it's 11 days since I sent it and I've refunded her.

Next question (sorry!) - can I put on her feedback the item didn't arrive, just in case it's a regular thing for her? Something like "unfortunately item didn't arrive but prompt original payment and good communication"?

[Pingpong]

has she left feedback yet? I would wait til she leaves it first if I were you to be on the safe side but yes I think you can leave that comment. It is the truth after all.
I leave feedback when people pay as I think they are more likely to leave feedback for me then. I know it's a risk but ultimately someone has to make the first move.
My last customer who got a refund, a couple of weeks back, left me positive feedback today even though they never received the item. I thought that was a nice thing to do.

[VanessaMuchLessa]

Update, and if anyone is searching the archives with a similar question:

Got my cheque from RM a couple of days ago, £33. It was no great trouble, and once I sent it off the cheque turned up 2 weeks later.

The buyer hasn't left feedback so I won't either... just in case.

Thanks to everyone who helped me

[Pingpong]

Glad you got your cheque, I'm waiting for my first overseas claim but yes I agree it's not too much hassle to complete.