Buyer saying item not arrived, I've got confirmation it has - what to do now?

[Piffpaffpoff]

I sent an item recorded delivery although my listing said it was just coming first class. (I 'upgrade' postage to recorded when an item goes for higher than a certain price.) Buyer has sent a very curt email saying 'this has not arrived, when will I get it' but I have track and trace details confirming that it was delivered and signed for two weeks ago. I'm planning to go back to the buyer and just give details of track and trace information. I have proof of posting.

What is my position if they say they have not got it and did not sign for it? The evidence I have says they did!

All advice welcomed!

I would hope that your evidence would be enough to convince ebay that you have acted in good faith.

Could you get the delivery company (Royal Mail?) to investigate the delivery if the customer persists in denying they received the item?

tell them you have the treacking details and the fact it wa signed for on x date.

Thanks everyone!

the tracking will be enough if they open a dispute so you have nothing to worry about there.
Maybe reply to them along the lines of "Thank you for your message informing me you haven't received your item. I have now used the online tracking and am pleased to note that your item is now with you. I hope you enjoy your item. Regards piffpaff"
If they respond by still insisting they haven't got it I would give them the tracking number and wish them well with their investigations with the royal mail

If they have got it and are just trying it on, then surely they will know that you sent it recorded, and as such, realise that to try it on is a little stupid?

Therefore I'd err towards the side of believing that there genuinely has been a problem and request that royal mail investigate. Maybe its been left with a neighbour or something. [possibly niave emoticon]

blownin, see that's what I'm thinking too. Surely you wouldn't try it on it when it's been sent recorded? Have sent a polite email with the tracking info and link to the signature that signed for it, so let's see what happens next....

call me cynical, call me jaded, but don't call me before 10am, but I get suspicious with these cases. I do the same as Piffpaffpoff and use RD when an item goes above a certain amount. There are some buyers who purposely seek the items that are to be posted standard post, knowing that they can claim non-receipt. I am just wondering, in this case, especially as they received it 2 weeks ago, that they forgot it was a rec del and are claiming non-receipt out of habit.
I always communicate in a non confrontational manner, simply pointing out the facts as I know them. Once they realise you have proof of delivery you may find that it turns up afterall or they will just go quiet.

of course there are always the genuine ones. Rec del doesn't always work as it should, mainly down to the postie who signs for it themselves and simply posts through the letterbox (not necessarily the correct letterbox) If you establish that this buyer is genuine then it is good to proceed by helping trace the item etc.