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items not turning up

(20 Posts)
alemci Thu 20-Feb-14 16:01:50


This is the first time I have sold stuff which hasn't been received. I feel quite upset as I sent out 2 items immediately and 1 seller has opened a case rather than ask me first about the item. It was over a week ago. I can only find one receipt of postage (typical) and Royal Mail only say items are lost in early March.

The distance isn't that far from where I posted either.

I have contacted the seller with the case to explain the situation. what happens if the item turns up and i have refunded. will the buyer repay?

I tried to contact ebay. I am sure you used to be able to click on an icon to have a live webchat just so they are aware of the situation but I can't seem to find anything. There is a no but is this an international rate? I want to contact ebay. Are they deliberately making it difficult?

LilyBlossom14 Thu 20-Feb-14 16:39:15

a case automatically opens when a buyer asks where their item is

unless you have online proof of delivery you need to refund and claim from royal mail. If it does turn up then it is up to their conscience if they pay.

Tryharder Thu 20-Feb-14 21:00:03

Just message the buyer and ask her very politely to hold her horses for another week.

Say if the item still hasn't turned up by then you will of course deal with it appropriately but you feel certain that it will turn up in a few days blah blah.

Ask her to check with her local sorting office as they may have tried to deliver and forgot to leave a card.

It will probably turn up in a few days. This has happened to me loads of times and the item has always turned up eventually.

Additionally, check her feedback and see if she has form for reporting items as missing.

If you end up refunding, don't forget to leave feedback stating something like 'buyer paid promptly but sadly item went missing in post so refund given"

I would be tempted to place an 'allegedly' in the feedback as well but that might be pushing it.

alemci Thu 20-Feb-14 22:13:12

it is 2 parcels so 2 buyers but only 1 opened case,

half the time the buyers don't leave feedback so you don't realise there is a problem.

the address was only in the next county. its horrible and put me off selling.

I wanted to chat online to ebay but couldn't find a link. they make it so difficult to action this and you go round in circles.

LilyBlossom14 Thu 20-Feb-14 22:39:56

you need to send with proof of delivery to ensure buyers don't claim non receipt. You can't rely on feedback to confirm delivery.

alemci Thu 20-Feb-14 23:06:48

yes maybe but then will people want to pay higher postage, tricky

alemci Sat 01-Mar-14 11:05:01

The dress didn't turn up. The buyer seemed reasonable and closed the case. I am going to refund but have asked that the buyer would repay me if the item shows up.

Has anyone done this and then the buyer has received the item. It is very strange as I have a receipt from the post office which seems to have the wrong end on the post code written but I can't see how I would copy down a post code incorrectly off an email plus the road and home town were written on there.

It is really odd. would you pay an extra £1 to get items signed for in future.

If you want tracked delivery it is very expensive.

do others use different couriers, is this better?

lljkk Sat 01-Mar-14 12:22:50

I only pay for recorded if item is worth minimum £10 net (business decision).
Do you know how to claim from Royal Mail?
Have you checked the buyer's feedback? Any mention of stuff gone missing?
I never write the postcode down, Counter staff do it without asking.

You could add an apology in your feedback, like "Sorry for the inconvenience about the missing item." Could help establish if a pattern is emerging.

alemci Sat 01-Mar-14 12:49:15

The counter staff did write the postcode on the receipt but it differs to the one I was supplied with by the buyer and I believe I wrote on the packaging. Did the cashier copy it down wrong? The beginning is correct.

I have a form to complete. do Royal mail ever have a missing stuff site.

Just seems so odd as the buyer is only in the next county and I sent it from a PO within the county.

lljkk Sat 01-Mar-14 13:01:32

I guess you'll just have to try to put a claim in; could be your error or counter staff error. Did you have your return address on the item?

TeacupDrama Sat 01-Mar-14 13:46:11

i would be annoyed at extra for signed for for low value item under £10 may not buy it unless i really wanted it but would give 3 stars for postage cost

with proof of posting will be able to claim from RM

alemci Sat 01-Mar-14 13:53:31

I can't remember about return address. hopefully I would have as it was a thick plastic packaging that could be written on.

I usually write clearly so it is a mystery

mumtobealloveragain Sat 01-Mar-14 15:28:34

Teacup. You can't choose to buy something knowing it will be sent signed for, receive the item, sign for it and then give the seller 3/5 stars for postage because you didn't want what your knew you were paying for. That's really crappy.

LavenderGreen14 Sat 01-Mar-14 15:46:33

Plus it is part of the agreement that anything paid for with paypal is sent with online proof of delivery. Signed for is for the protection of the seller.

alemci Sat 01-Mar-14 16:49:39

I did ask at RM but even if something is signed for if it doesn't get there in the first place it is still the same for the seller in some senses because it isn't tracked and goes in the same bag as normal deliveries.

If you want to post something tracked it is about £6.

For all I know someone who works for RM could pinch stuff whilst it is in transit. It is very upsetting because you refund and then you never get your item back or I suspect, proper renumeration from RM.

LavenderGreen14 Sat 01-Mar-14 17:20:37

use MyHermes or Collect + instead, just over £4 and both offer online proof of delivery. You don't need to gamble on a postie neglecting to get a signature then,

TeacupDrama Sat 01-Mar-14 19:53:40

lavender that is wrong it is not part of paypal agreement but part of seller protection offered by paypal, if you send untracked ( it does not need to be signed for) you have no seller protection

there is absolutely no obligation to send anything tracked, but obviously if the recipient claims not received you have no comeback you have to refund

most business sellers do not send everything signed for because they do not want to receive low stars for postage if it is perceived that that postage was not the cheapest possible also you have to pay fees on postage and economically it makes sense to take the occasional hit for a not received parcel than risk losing sales or low DSR because postage costs higher than everyone else

the postage stars are was the postage cost reasonable, if someone chooses the most expensive way of sending for their benefit not the customers that will not be seen as reasonable signed for is not for the customers benefit

personally i rarely buy 99p items that someone is quoting £3.50 to send 1st class signed for, i would only buy if no alternative but I would still think it was over the top, just like i would if someone quotes £5 for postage and when it arrives the stamps clearly say £2.50 the fact that they said £5 is irrelevant otherwise why stars at all

standard signed for is £1.10 above normal postage so for a small packet 3.70 instead of 2.60 there is a tracking number on your receipt, it offers cover upto £50, you can check it was delivered and often get copy of signature on line yes it is delivered with normal mail but so what

proof of posting alone will only get you £20 compensation
it does not cost £6 to send tracked that is guaranteed delivery or special delivery

alemci Sun 02-Mar-14 17:36:02

I refunded but from now on I will do the signed thing on higher costing items.

Housewife2010 Thu 06-Mar-14 20:01:23

I used to send everything over £5 Recorded because if you are sending to a stranger you do not know how honest they will be. I only ever charge for the postage itself. However, I got several low star ratings due to P&P and became below standard for a month. This meant that I could not take part in any free listings weekends. Now I send items of £15 and over recorded.

alemci Thu 06-Mar-14 20:23:15

its not very fair for the seller.

I think this was genuine as my other seller didnt get his package either but I cant find receipt.

never mind have refunded both but wonder where the things went.

it was a main post office

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