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AIBU?

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Original poster

To ask for help re Ebay buyer saying item wasn’t in envelope

127 replies

Rainraincloud · 14/01/2021 23:22

What do I do here? Item was sent signed for with Royal Mail. Buyer sent me photos with the envelope looking like it had been cut open.
I don’t believe the buyer and will contact Ebay.
Buyer messaged asking for a refund.
Any advice apart from speaking to Ebay?
Thanks

OP posts:
AaronPurr · 15/01/2021 10:09

Royal Mail claim forms

newyearnewme21 · 15/01/2021 10:12

You've had some good advice here OP- not sure why you're still desperately trying to contact eBay, people have made it clear they won't side with you. It's a tenner, let it go, and give the refund before you get some bad feedback from the buyer which will cause you more damage in the long run.

Grumpyoldpersonwithcats · 15/01/2021 10:13

OP - If you aren't a business seller I doubt you'll be able to actually speak to someone at ebay.
Regarding Royal Mail - you can get a form from your Post Office to make an RM claim.

Please also remember that there may well be a ebay buyer at present fuming that you have failed to deliver what they have paid for and that you are not cooperating.

It's £10 - WRITE IT OFF, and spend the time you are currently wasting listing something else.

Mama1980 · 15/01/2021 10:15

I have had damaged envelopes (particularly opened Christmas cards) delivered through the door with no RM bag.
You don't know the purchaser is lying, you suspect - but they may also be telling the truth. I was.
Honestly eBay will make you refund, write it off.

contrmary · 15/01/2021 10:15

Just let it go and write off the loss.

It's the seller's responsibility to ensure that the buyer receives it. Until the buyer has the item the responsibility is fully with you. If you can't prove that the buyer has received it, you are liable.

Don't bother wasting your time chasing eBay - if the buyer says they haven't received it, it's their word against your suspicion and they will (rightly) side with the buyer. You need proof that they received it, such as an admission from them that they are lying.

Your only recourse is with Royal Mail. eBay will refund the buyer, you have to try to claw the money back from the delivery company.

Google gives this link:
personal.help.royalmail.com/app/answers/detail/a_id/325/~/claims-centre

Original poster
Rainraincloud · 15/01/2021 10:16

Ok so I will prob need to refund and write it off
Is there no way to do the Royal Mail claim online?
Does it have to be a form from the post office
Thanks

OP posts:
newyearnewme21 · 15/01/2021 10:17

If you google 'how to claim refund from Royal Mail' it gives you the link you'd need.

Original poster
Rainraincloud · 15/01/2021 10:17

Just saw that someone has provided the link for Royal Mail
Thanks!!

OP posts:
Mmn654123 · 15/01/2021 10:19

@Rainraincloud

SolongFurlough... exactly. The buyer has said things can’t be signed for due to covid and that it was put through the letterbox. I don’t believe him.
You are insured via Royal Mail. Put in a claim and attach all the correspondence. They refund you, you refund buyer. You can’t control their lying - but their local postal delivery people will soon get to know them and if they do this more than once Royal Mail will soon spot that.
Original poster
Rainraincloud · 15/01/2021 10:28

When I follow the link above, it takes me to a business account regarding Royal Mail.
When I google how to claim, the form it shows is to claim as if you are the buyer.
Can anyone help with a link to Royal Mail ?
Thanks

OP posts:
NoSleepInTheHeat · 15/01/2021 11:13

@Rainraincloud why are you so certain the buyer is lying and it is not someone at Royal Mail who opened the envelope. PP have said it happened to them. I had a teared envelope once (item still inside) and it was delivered like this, no plastic bag.

IndecentFeminist · 15/01/2021 11:55

Honestly, the buyer may well be telling the truth. I really wouldn't be getting het up about it, just put a claim.in with royal mail. All the information will be on their website if you look hard enough, or contact customer service. If you get really stuck, go to post office.

Haffiana · 15/01/2021 11:55

You are insured via Royal Mail. Put in a claim and attach all the correspondence. They refund you, you refund buyer. You can’t control their lying - but their local postal delivery people will soon get to know them and if they do this more than once Royal Mail will soon spot that.

Refund the buyer FIRST and then make a claim. It is not the buyer's fault or anything to do with them how long or how successful your claim with RM is.

Original poster
Rainraincloud · 15/01/2021 12:17

I appreciate everyone’s responses
Yes, I reckon I should refund buyer and claim from Royal Mail
Just a bit frustrating as I carefully packaged it
Thanks

OP posts:
lljkk · 15/01/2021 12:54

Block the buyer.
How much did they pay with delivery?
Go carefully so at least you can get the FVF back.

Skysblue · 15/01/2021 13:11

I have several times received letters / parcels that have been sliced open, presumably to check for items of value. A friend who worked at a sorting office said she saw a lot of very dodgy things.

I’ve also had a local post office forge my signature (as ‘X’) on a tracked signed for valuable item which they claim to have delivered but definitely wasn’t. Happily I was meeting a solicitor for several hours at the time they claimed I signed for it, but if I hadn’t been able to prove that I’d have lost the £.

You buyer might be telling the truth, I’d be more inclined to blame a postal worker.

Moondust001 · 15/01/2021 13:14

@Rainraincloud

SolongFurlough... exactly. The buyer has said things can’t be signed for due to covid and that it was put through the letterbox. I don’t believe him.
Sorry, but this exactly happened to me. And for the last year anything that fits through the letterbox is put through it, signed for or not. In fact, I also had a very large parcel- very expensive item - "delivered" when I was actually out, and signed for as delivered by the postman! That item has never turned up. I didn't appreciate being called a liar by the sender, and I don't appreciate you calling someone a liar either. You have no proof they aren't telling the truth, and if you want a safe and certain delivery then you must strange for one - DHD take photos of the parcel in an open doorway, for example.

I realise that all buyers might not be honest. Not all sellers are honest. How does anyone know you didn't send an empty envelope and cut it yourself? How does anyone know the item wasn't stolen in the post office system.? How does anyone know that a machine didn't accidentally slice the envelope and it fell out? Don't call people liars unless you have proof they are lying.

combatbarbie · 15/01/2021 13:43

I've had several items damaged/opened in the post, if its not in a sealed RM bag, the posties have always either knocked so they can show me or taken it back to depot but said on calling card item damaged and when I pick it up its in a sealed bag and I'm asked to check the contents

Original poster
Rainraincloud · 15/01/2021 13:43

Yes, I’ll block them once I have refunded them and got it sorted, just in case
Thanks to those who have been helping with this

OP posts:
Dancingmeldew · 15/01/2021 13:53

My DH used to have a subscription to a magazine. 3 times he had a plastic bag (the magazine packaging) with a piece of paper with our address on it delivered. The packaging neatly sliced open at the top and the magazine removed. So I believe your buyer.

Piffyonarockbun · 15/01/2021 14:41

I've had envelopes that have been cut open and delivered with no plastic bag. If items have been mangled by machinery they get put in a bag. If someone deliberately cuts open the envelope to check for items to steal then it just arrives cut open. Also all of our signed for post is being put through the letterbox due to covid so both of the things your buyer has said have happened to me.

HalfSizeMe · 15/01/2021 15:11

I believe your buyer.

I received an empty envelope once and it wasn't in a bag or anything like that. Luckily the seller resent it immediately.

Original poster
Rainraincloud · 17/01/2021 12:40

Hi folks, I’ve now refunded the buyer but can’t see how to block them. How do I block a buyer?
Thanks again...

OP posts:
OliviaKeeling · 17/01/2021 13:01

It'll be on your selling page (just google Ebay block bidder and it'll take you to the page)

TheTeenageYears · 17/01/2021 13:14

Even though you've refunded the buyer you should log this with eBay in case they removed the item. They will only get away with saying it once, the next time they claimed that had happened ebay would be suspicious and not automatically side with the buyer.