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How to proceed with this? I've sent item and it's not arrived but buyer hasn't received a few items(16 Posts)
Sorry I'm a casual seller and have no clue.
I posted item second class on 2nd March and have proof of postage.
Buyer contacted me yesterday saying it's not arrived. We've had a few emails back and forth (I've sent her a pic of proof of postage) and she has divulged that this is the second item that hasn't arrived.
I sent some other parcels dame day - and via same method - which all arrived.
It's not a massively expensive item (£25) but I am wondering if the onus is on me to offer a refund in this instance?
Anything else I can do?
I send everything of value > £10-£15 recorded which reduces non-deliveries, but I presume you didn't send recorded.
Onus is on you to refund (sorry). You can reclaim up to £20 value (I think, form will tell you) from Royal Mail. Procedure is (I think, while since I had to do it thank goodness!!):
Apologise to buyer & tell them you will refund, ask if they will accept cancellation request after that to legally close the contract
Go to Ebay resolution centre
Send buyer a cancellation request & hope they agree so you get fees back
Get claim form from Royal Mail & claim £25 or max possible from Royal Mail
Royal Mail compensation should reach you by cheque within 4 weeks.
And personally I would add buyer to blocked bidders list because they obviously have dodgy delivery problems.
I would communicate the Royal mail delivery guidelines to her (not lost up to 15 working days) and ask her to be patient until that time has passed. I would ask her to keep you advised. I would check in with her occasionally. Always politely and respectfully. But I would drop in that other parcels sent the same day have arrived safely etc. I have often had parcels arrive very late but within RM guidelines and the being polite but patient approach has worked well with ebay buyers. But if I ever have concerns about a buyer I always send recorded and always do for items >£20.
Thanks. I'm going to speak with PO today and see what they say and I'll take it from there.
I stupidly didn't send recorded, could kick myself.
I have already told buyer that other items have arrived and I have pointed out
very politely that as she is having issues with another parcel it could be something at her end.
Such a shame. I honestly find eBay more trouble than its worth these days (I know this issue is my fault BUT I've had other issues myself)
If you have proof of postage then you can claim back compo up to £20 w Royal Mail (as long as you meet their requirements). However I wouldn't ask a buyer to wait 15 working days for a refund. You're likely just to piss them off and encourage them to leave negative feedback.
Ask the buyer to open a not recieved case with eBay so you can investigate the parcels disappearance. This puts a lot of scammers off. If they do open one and it's a few days after the latest delivery estimate then refund.
I had exactly this problem the other week and did as 19lottie82 suggests.
They opened the case, I refunded immediately without hassle, I didn't get a defect on my ebay account, I used the proof of postage to put in my claim to Royal Mail and got a £14 cheque yesterday of the transaction amount and the second class postage I'd paid for.
I have never had a problem asking ebay buyers to respect the Royal Mail guidelines on delivery times and when an item is considered lost. I copy the link in my email. As I said previously I am always polite and concerned in my correspondence. I do have very good feedback and I guess as they have all been genuine they have respected that too.
I think problems occur with buyers when sellers stop corresponding or make accusations etc.
If you rush too quickly to refund then you have all the hassle of a claim when patience might solve the problem.
Someone may have suggested this already, but have you asked your buyer to check with her local sorting office that her parcel isn't there waiting to be picked up. Her problems with delivery may be being caused by something as simple as the fact that her postman isnt bothering to put a card through the door to to say that he has tried to deliver.
AFAIK parcels have to be kept in the sorting office for a set number of days after delivery has been attempted before they are returned to the sender via a central point. I say this as the only time I've ever had problems with Royal Mail I was in the same position as your buyer but only discovered what had happened when my not best pleased seller who had already refunded me made contact again to say that my parcel had been returned to him.
iwantanewcar the OP sent the item over 2 weeks ago, it's safe to say it's now lost.
If I'd been waiting 2 weeks for an item and a seller asked me to wait longer I wouldn't be happy. In fact I'd open a case straight away and prob leave neutral or negative feedback.
eBay regulations aren't the same as Royal mails so it's not fair to ask a buyer to wait 3 weeks for a refund.
As millymae has suggested it's always a good idea to get them to check their local sorting office, as posties don't always leave cards.
Check with the buyer that their address is correct. We have had parcels returned / late deliveries because of wrong postcodes, addresses that they buyer knows are prone to problems i.e. isolated barn in the middle of nowhere and forgetting to update their addresses when they move. Very annoying! It's not high frequency but you would be surprised how often it occurs.
Its certainly worth paying the difference to have items tracked if over a certain amount,I track anything over £10.00 and upload the details as soon as posted,I have also found that when I have asked buyers (only twice) if they have checked with their sorting office for returned items they have been found sitting there waiting for collection as no card had been left at the address another idea is to check with the Postmaster at their sorting office if this is a common occurance for that address.
I'd say asking ebay buyers to respect the Royal Mail guidelines on delivery times and when an item is considered lost is inviting them to leave negative feedback and open a case (which the seller will then lose).
I think you can ask nicely... "Would you mind waiting until the Royal Mail period is up? So it saves us both administration hassle that might not be necessary?"
And go with their reaction. Normally I'd only ask for a few days and not the full 15 working days, though.
The RM guidelines changed in Aug 2015 and it's now 10 days.
I've asked buyer to open a case, I'm going to refund and I'm going to try and claim compensation from RM.
Interestingly the buyer waited over 2 weeks to contact me. I always contact sellers after their time period for posting has passed by a few days. I wouldn't have waited 2 weeks.
Thanks for all the helpful advice!!
add this buyer to your blocked list. It sounds a bit off to me with the buyer waiting 2 weeks. You will only be able to claim up to £20 with POP cert though so send items recorded and always add the tracking number to your transaction.
And send Hermes next time - even recorded doesn't guarantee a signature.
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