Do I refund if item hasn't shown up?

[wolfear]

I sent an item through to a buyer three weeks ago and she hasn't received it yet. I personally don't think I should have to give her a refund but what is the general consensus? I do a lot of selling and have 100% feedback. This hasn't happened before.

[Fitzy72]

did you get proof of postage? if so then you can put in a claim and come to some agreement with the buyer or provide them with the proof of postage and allow them to claim.
if no proof then agree a time limit for arrival ( i had an item recently which took 4 weeks to arrive). after that it is really up to you but you will probably need to refund to keep your feedback

[SparklyGothKat]

did you send it recorded? You can claim from the parcel from Royal mail upto £39

[Firawla]

yes you have to send a refund of course.
& you claim it back from royal mail. how is it the buyer's fault if it hasn't arrived?

[wolfear]

Yes, but it's not my fault either is it?

[Lilyloo]

As a seller i always send recorded now after this happened to me.
I refunded and claimed back from royal mail 9you get a form to claim from po)
No point not refunding as paypal will anyway if you didn't send recorded.

[wolfear]

Can I claim from Royal Mail even without proof of postage? I didn't send recorded. This is getting a bit nit-picky but there's no proof she didn't receive it. Does Paypal require any proof from her or just her say-so? I do believe her BTW, just wondering if someone's word is enough.

Wish I'd sent it recorded, but to be honest, I buy loads off ebay and rarely have to sign for my items. If something I bought didn't show up I think I'd be gutted but just cop it sweet.

[sixlostmonkeys]

a seller is responsible for getting the item delivered, not just posted. Unless a seller can prove the item was delivered then a full refund will be issued. Paypal don't look into who could be telling the truth or not, they rely on evidence only - for eg a tracking number that proves delivery.
Keeping your proof of purchase means that you can claim from the RM - as the sender the contract is between you and RM.

[Lilyloo]

You will need your posting receipt to claim from royal mail

[wolfear]

Umm, what attitude Pyro??? I said I completely believe her and was asking a hypothetical question. What are you on about?

[hellsbelles]

wolf - if you value your 100% feedback then you are just going to have to refund her. It might not feel fair but if you get a negative feedback over this it could seriously damage your selling in future.

[wolfear]

Thanks for the advice. She's checking with her local sorting office to see if the postie maybe didn't leave a card and it's there waiting for her, if not I'll refund. Gutted as I've already spent the money

[IwishIwasmoreorganised]

I recently bought an item that didn't show up. The sellers happily sent another (it was a brand new item that they had several of) - I am a happy customer, they got good feedback.

I think if I was you I'd refund and chalk it down to experience.

[Tryharder]

I currently have 2 buyers who claim not to have received an item. Luckily one of them was sent recorded.

I want to know is there any way of alerting ebay to buyers who claim items have not been received as I suspect many buyers of pretending it hasnt arrived just to get their money back. And I particularly suspect those that send you SHOUTY emails full of exclamation marks saying DID YOU POST IT YET??????????? I DIDN'T GET THE DRESS, WHERE IS IT?????????!!!!!!!!

[navyeyelasH]

wolfear - what did you sell? A baby monitor by chance??

[wolfear]

Not me navy - sorry Mine was a bag.