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Original poster

Tracked Item Not Delivered

12 replies

Lulabel27 · 09/11/2010 12:39

Hi
I sent an item last Wednesday first class recorded delivery and the buyer hasn't received it. They're being understanding as I've given them the tracking number but are saying they want a refund if it's not delivered by Friday.

They selected Recorded delivery and not the more expensive insured special delivery option which I did put on the listing. I only have 11 feedbacks and this isn't going to look good when they neg me if I don't refund them (£140!). Recorded only insures to £41.

What can I do if it's not delivered by Friday? Should I refund them?

NB: Additionally the money is held in reserve in paypal for 21 days because of the large amount and because I'm a new seller so I feel like i'll not have a leg to stand on.

OP posts:
thisisyesterday · 09/11/2010 12:41

hmmm well i would point out to them that they chose to only use recorded delivery so you cahn only refund them £41 tbh!

mogs0 · 09/11/2010 12:59

I didn't realise you got a tracking number with recorded - what does it say when you look it up?

If an item is worth more than £41 I always pay extra for insurance. I haven't had to do it for a while because most of my stuff sells for under £41 so I'm not sure if you can still just pay an extra £1 or so to cover it up to £500.

I'm not sure where you stand with ebay about how much to refund but would be very unfair if you had to refund the full amount given that you offered a fully insured service.

notquitenormal · 09/11/2010 13:00

Where is it? If you have the tracking number you should be able to find out. If they make a paypal claim and the tracking shows it never arrived then the chances are they will win and paypal will refund them the full amount.

The insurance covers the seller, not the reciever.

notforlong · 09/11/2010 13:01

If it was sent recorded delivery it will probably turn up.

You can contact the post office and they may be able to help.

I would not give a refund until the Post office say it has definitely been lost, which with a recorded item is unlikely.

If it has been lost they can open a paypal dispute and paypal will return their money.

I would insure everything you sell in future, if you can use special delivery includes £500. I have found out the hard way.

Good luck it will probably arrive soon.

thisisyesterday · 09/11/2010 13:04

it really sucks doesn't it? ebay is more and more a buyers market

i think you should contact ebay yourself and explain the problem, ask what happens if the buyer claims the money back from paypal

ANTagony · 09/11/2010 13:07

What does the track and trace say when you enter the tracking number?

link here

Original poster
Lulabel27 · 09/11/2010 13:08

Hi All
Thank you for your replies! It's great have somewhere to get advice!

When I type the tracking number in (and when I called Royal Mail) it says its being "Progressed through their network". There's no tracking as such with recorded, i.e. tell you where it is but it will say if its been delivered and signed for.

I think this might be a hard (and expensive)lesson learned if its not delivered as it sounds like Paypal will take their side - didn't realise insurance was Seller insurance and not buyer insurance. I have everything crossed it arrives this week!

OP posts:
thisisyesterday · 09/11/2010 13:10

i would also call royal mail and see what they say about it

then e-maiol the seller and tell them whatever RM says, point out that they chose not to have it sent insured and just see what they say....

Towatessa · 09/11/2010 13:28

Have you asked your buyer if they have checked with the local delivery office? Sometimes the postperson attempts delivery and if they can't get a signature it sits waiting for them to go and collect it. The postperson doesn't always provide a card through the door to say this has happened, so it is a possiblity!

If you don't want to ask them, then maybe you check this out yourself?

classydiva · 09/11/2010 15:58

You should have sent special even if you paid the extra. It does happen that recorded doesnt get a signature.

If they go to paypal for non receipt they win because you cannot prove delivery, so you refund in full.

maxybrown · 10/11/2010 08:15

this time last year, I bought two items - one through ebay and one from a company. ironically they were both sent first class recorded on the same day from opposite ends of the country. neither arrived.

I waited a week - I think the ebay seller thought I was making it up, told me all their other stuff had been delivered and was flummaxed as it said the same message yours said. Anyway, I guess i was more understanding and just waited, then a week and a half after both items were sent they both turned up on the same day!!

You must always always insure yourself for the correct amount - either use special delivery or a courier when over the recorded amount.

I reckon two things will/have happened

  1. It will turn up and all will be well.
  1. It has arrived and the postie just left it and so didn't input any data for the tracking number - bummer in that case. Though my posties are getting hotter on that now which is good!
dikkertjedap · 25/11/2010 22:27

My understanding is that paypal will force you to refund in full (including P&P) ...

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