I sold an item on 09/12/12. Of course I posted the item. Haven't heard from the buyer, however eBay have just contacted me to say this buyer had raised a case as the item wasn't received. It also states the buyer has claimed to contact me - which they haven't. The buyer wants a refund!!!?!
I have tried to read their feedback, but it says 'person has chosen to keep their feedback private'.
What do I do? It has been 20 days since the sale. They haven't contacted me directly like they claim. My suspicion is they have been wearing the item and found another in the half price sale.
Will my penalty just be negative feedback if I choose to ignore the complaint? Or should I refund the £13 and be pissed off?!
If a case has been opened, has eBay asked you to enter proof of postage? Either a tracking number, if you have one, or a scan of a certificate of posting?
If you don't have either, the case will go in the buyers favour. So eBay will then instruct you to refund. If you don't, they'll refund for you, and remove the funds from your Paypal account, or if there is no funds in there, your bank account.
If they aren't successful in retrieving the money, they work with a number of debt collection agencies. There have been a few high profile cases of eBay chasing people over tiny amounts that are owed.
So the worst case scenario would be a ruined credit rating, and a banned eBay account. The best would be that they do nothing, but that's incredibly unlikely.
If you have proof of postage and evidence of the item's intrinsic value, Royal Mail will refund the actual value - but only 3 weeks after the expected delivery date. If you have no proof of postage you will have to refund the buyer and will not be able to get anything back off Royal Mail.
I recently had a similar incident - with annoying results. Buyer notified they hadn't received item, I asked her if she could let me see if parcel returned and asked for 7 days for it to arrive either way. She didn't and opened a not received case. Then disappeared off the face of the earth, no replies to emails, nothing.
One month later guess what arrives back to me - the buyer didn't collect it from the post office two days after I sent it. Just basically didn't bother.
She got refunded, I complained to eBay that I thought she was a very unhelpful ebayer - but no action was taken. All in all very very frustrating.
I have got proof of postage which I can claim delivery cost back, however I don't have a receipt for the value of the item, so I'll lose out on my £9. Really annoyed about it. eBay shouldn't allow people to hide their feedback - this person could be doing this numerous times over.
Scan your POP and email it to eBay/paypal, their should be a way to add it as evidence to the dispute. Then you can tell them that you are filing a claim with royal mail, they will not make you refund until you have received your refund from RM.
proof of postage is not proof of delivery so is worthless in a dispute, it is only useful for claiming with royal mail. And ebay will make you refund whether you claim from royal mail or not - you have no choice once a dispute has been escalated.
really?? But ebay want proof of delivery not proof of postage. Maybe they gave the buyer a no fault refund, but a buyer would not be expected to lose their money if a seller has no proof of actual delivery.
I had a case just a couple of months ago where a woman bought an item from me, then a couple of weeks later she filed a dispute against me without even contacting me, claiming that she never received the item. I scanned and emailed my POP and they closed the case in my favour.
I am more than happy to file a claim with royal mail if an item is lost, and have done several times, but I dont allow refunds before I have had the refund from royal mail.
I decided the best thing was to give the refund. I did have slight satisfaction in adding a comment of 'refund reluctantly given'. I have also sent in a lost item claim form to the Royal Mail. I included a copy of the eBay sale sheet. See what happens......