Refund for item not received

[Kerfuffled]

I sold an item last week and posted it, large letter, 2nd class with proof of posting. The buyer has now contacted me to say they haven't received it and would like a refund. Royal Mail won't look at a claim until 10 working days have passed so do I ask the buyer (who already seems quite irate) to wait until then or should I issue a refund now? Also, do I ask them to open an item not received case?
Despite being a fairly experienced Ebay seller I have never had this before and I'm not completely sure of what to do. Additionally, as it was a large letter I can't track delivery even though standard 2nd class allows you to do so.

[theswordthatdangles]

I would reply with the line that Royal Mail will not process a claim until 10 working days has passed as they do state delivery can take this long, even if you use first class post. Once the 10 days has passed, if the item still has not arrived then you will be happy to refund.

Be advised though that chances are they have the item and as it wasn't sent signed delivery, they have seen an opportunity to have the item for free - of course you have proof of posting so Royal Mail will refund you for an undelivered item if you give them the evidence (message) from the buyer that they didn't get it.

[Colinthedaxi]

I bought two things on Ebay about three weeks ago - neither were delivered (not a problem I've ever had before)

The small package the seller asked me to wait 10 days and then message them with my details - they have said they have now sent out replacements.

The second item the seller offered to call and find out what was happening (it had been sent with parcel force) - she didn't but we live in a wee village and I managed to track it down at the post office. Had it not been there I would have just claimed my money back via paypal.

Unlike the PP I do think more people are honest (or I am naive!) and I think as a seller you will have to refund so maybe sooner is better than later if they are already being a little demanding?

[nauticant]

I assume your proof of posting doesn't have any tracking information. (I think it's automatic for parcels but not for letters, even large letters.)

You making a claim against Royal Mail and the eBay process are separate. The way to handle this is to tell the buyer to open an Item Not Received case and once the deadline for refund comes up, make the refund. Separate to that you make your Royal Mail claim.

If you were to tell the buyer to hang on while you sort things out with Royal Mail (that can take 1-2 months) will just cause you trouble for yourself. It'll annoy the buyer, and eBay will refund automatically in any case.

[OneInEight]

In this scenario we refund promptly. If it arrives we usually find the buyer then wants to pay us again & gives us good feedback. Most people are honest!

[19lottie82]

I would reply with the line that Royal Mail will not process a claim until 10 working days has passed as they do state delivery can take this long, even if you use first class post. Once the 10 days has passed,
if the item still has not arrived then you will
be happy to refund.

This is bad advice........

Your contract with eBay is not linked to your contract with RM.

10 working days is enough time for a buyer to open a not received case and escalate it with eBay, leading to a defect on your seller account.

You need to address this promptly. Ask the buyer politely if they would mind waiting a couple of more days and if it design show up refund. Then after the ten working days put a claim in with RM for the lost item.

[sneakythecat49]

Depends on if you value your feedback. I'm a business seller but only have a few losses a year. I just refund straightaway or ask if they'd like another item sent. If I left it longer they'd almost certainly get stroppier! If you have proof of delivery and purchase Royal Mail will refund you. You don't need eBay messages, just the PayPal transaction page.

Most of the time the item comes back as not collected from the sorting office!