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Item not received claim against me, no contact.

(19 Posts)
QforCucumber Sun 15-Nov-15 20:10:06

First time I've had this and have over 100 feedback on ebay. Little confused.
Someone bought something from me on the 3rd Nov, I posted - 1st class small parcel on the 4th and got a proof of postage receipt.
As far as I'm aware all fine, until I get an email tonight saying the buyer has raised a not received claim. I've had no contact from them at all.
I've sent a picture of the proof receipt, but what are my chances here? It was £30 and I really can't afford to be down the item and the money too sad

Sychnant Sun 15-Nov-15 20:16:23

Always send signed for. If there is no proof of delivery (not just posting) they will get a refund.

QforCucumber Sun 15-Nov-15 20:26:34

Damn it, I thought that would be the case. I Can claim from royal mail for £23.50 of it, live and learn, I am frustrated that the buyer didn't contact me directly at all though.

millymae Sun 15-Nov-15 20:56:31

So far as I am aware Royal Mail consider an item lost if it hasn't arrived 15 working days after it should have been delivered. If you posted on the 3rd it should have arrived on 4th so you need to work out what 15 working days would be (Sundays are not working days) before you can claim from them.

In your shoes I would make message the buyer and say that you will be happy to refund as soon as the 15 working days have passed and in the meantime could they please ask their neighbours if it's been left with them and make contact with their local sorting office to make sure it is not waiting there for collection, (the post man may have forgotten to put a card through the door). If it's any help in the last couple of days I have been asked to do just that by the BBC as I ordered one of the Country File Calendars at the beginning of the month and it hasn't turned up. You are definitely not being unreasonable in asking the buyer to make some enquiries but of course if they get back to you , you will have to take their word that they have done as you asked. TBH if they've opened a case without contacting you first they don't seem the most reasonable of people, but it's worth asking if only to delay the refund a bit. Ebay will definitely want you to refund asap, but to me it seems very unfair as at the moment the item you sent is not technically lost!!

ragged Sun 15-Nov-15 21:07:38

I would refund immediately with grovelling apologies, it's been 11 days so far, why did they take so long?! And then claim from royal mail whatever you can with Proof of Posting. This might save your feedback & RM have always been painless for me to get refunds from.

I would also block the buyer due to assumption they are probably lying thru teeth.

19lottie82 Sun 15-Nov-15 21:35:53

Milliemae - you can't ask the buyer to wait 15 days..... Well you can but its not a good idea. If they escalate their claim, eBay will decide in their favour and you will have an "unresolved dispute" mark on your account, which when the new standards are introduced in February, will be very serious indeed.

QforCucumber Sun 15-Nov-15 21:42:11

The buyer hasn't made a claim through eBay I've just realised, she's only claiming and raised it through PayPal. Seems really odd.
Not happy but looks like I'll hAve to refund.

19lottie82 Sun 15-Nov-15 22:39:29

She may have checked out through eBay as a guest, hence the PayPal case.

In future make sure you send everything, apart from low value items, using a service with proof of delivery.

SistersOfPercy Mon 16-Nov-15 20:26:17

If you value your account don't wait 15 days.

millymae Mon 16-Nov-15 21:13:04

I'm sure you're right 19 but it seems unfair that a seller should have to refund before an item is technically considered lost - it's not the sellers fault that the item has gone missing.
I sell lots on eBay, have 100% feedback and treat all my buyers as I would hope to be treated myself. As a reasonable person I like to think my buyers will be reasonable too if there is a problem, and especially one that isn't directly of my making. I certainly wouldn't mind waiting a few extra days to see if an item that has definitely been posted turns up.
When buying online we all know there is an element of risk that something could go wrong delivery-wise and I fail to see why eBay expect their sellers to refund before an item is technically considered lost, and if they don't, then record it as an unresolved dispute. What happens if the item turns up after it has been refunded but before a claim can be made - where does the seller stand then?

whodhavethoughtit Mon 16-Nov-15 22:48:51

If you have no proof of delivery the seller stands nowhere, that is why you need to send everything tracked.

KP86 Mon 16-Nov-15 23:10:16

Just curious, have a look at the buyer's feedback. Have they done this before?

whodhavethoughtit Mon 16-Nov-15 23:12:41

you have no way of knowing - sellers can't neg

KP86 Mon 16-Nov-15 23:28:14

Oh ok then (haven't sold much on eBay, and even then only positive)

It totally sucks from a seller's perspective.

I once reported to a seller that something didn't arrive after almost a month, they sent a replacement and then a week later the original showed up. I ended up sending the seller money to cover the second item as they were a small home business and didn't deserve the loss (not that I needed two, but easier than returning).

Perhaps your buyer will also be as honest?! We can all cross fingers.

QforCucumber Tue 17-Nov-15 07:19:29

She's all 100% feedback but as a prev poster said sellers can't negative anyway.
I've replied to the PayPal query advising that I have proof of postage so will look to open a query with royal mail. Issued my apologies etc. They will in turn let me know if she wishes to proceed with a claim or has dropped it.
Been on ebay for yearsssssss and never had this.

19lottie82 Tue 17-Nov-15 08:04:04

Waiting an "extra few days" to see if an item shows up is all fair and good but waiting a total of 15 working days, wouldn't be acceptable to me if an item I had bought didn't show up.

If you bought something from John Lewis (for example), and it got lost, would you expect them not to have to refund or replace just because they had PoP? Or wait an extra 2 weeks, just to double check if was lost?

19lottie82 Tue 17-Nov-15 08:06:38

PS if a seller has opened an actual INR claim then I wouldn't be too worried about them being a professional scammer, eBay should flag up any patterns in their claims and pick up on any suspicious activity. It's when buyers start telling you items haven't arrived without opening a case that is usually more likely to be dodgy.

glammanana Tue 17-Nov-15 08:12:29

Q Lets hope your item turns up its the start of that time of year when things do tend to go missing thats why I scale down my sales now until January,good advice about tracking your items of such a value I always record anything over £10.00 as it does make a dent in your account for anything more and remember you have to return any postage also to your buyer which is a bummer I don't think there is any chance of your seller dropping any case she may open if the amount is £30sish.

KP86 Mon 30-Nov-15 11:56:35

I'm curious - how did this end up?

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