Refunding item not received

[Megatron]

Hi, I'm a bit of an ebay novice and have never had to refund before. I sent an item on 9th Nov and buyer hasn't received it yet. I have asked her to wait til the start of next week and if it doesn't appear I will refund her and take it up with the P.O. myself. My problem is that she is asking for the amount of item, postage AND a 'goodwill amount' because of the inconvenience caused by not receiving the item. I'm a bit gobsmacked by this and not sure how to tell her I'm not prepared to do that without her giving me rubbish feedback!

Also I posted another 5 items on the same day and received no feedback for 3 of them so I'm worried they haven't turned up either. Should I get in touch and ask them or does that give dodgy folk the chance to say they haven't if really they have. Or do I wait for them to get in touch with me?

Have you asked her if she's checked with her local sorting office? You may even be able to get hold of a number for the local sorting office, check if her parcel is there and advise her accordingly (most of my 'missing' parcels end up being at the sorting office, Royal Mail having attempted delivery).

Explain at that point that you will, of course, refund in full, including postage, if the parcel is missing, but you will already be losing money because of this lost item and have no obligation to give a 'goodwill amount'. I'd resign yourself to bad feedback too, as it'll come. It might even come if you give the refund and the postage and the goodwill, thanks to good old Ebays crappy feedback system.

This has happened to all of us at times. If you feel the buyer is trying to extort money via feedback and this is implicit or explicit in the email, let Ebay know. Customers aren't supposed to do this. They may, however, decide to do bugger all about it. It's one of the many reasons why I've stopped trading so much on Ebay and am planning to stop (as soon as the majority of my crap is out of the way).

Good luck....

Make sure you send all items recorded. This takes out 99% of the stress of eBay.

I would refund her money and postage. No way would I offer a 'goodwill' payment. Cheeky!

As flapper said you may well receive bad feedback but hey ho, we have to suck some things up! Gutting though. Wait and see if they leave it first so you can respond accordingly.

Good luck

Thank you both, ebay is becoming a bit of a nightmare I think! There seems to be so many cheeky people about. Will advise her to check with sorting office, I hadn't thought of that. Thanks again.

wow - goodwill payment, my ghast is utterly flabbared - what an utter cheek!

I agree ask her to check neighbours and sorting office first.

I'd keep your reply simple and professional - ask her to enquire with neighbours and local sorting office and that you too will contact her local sorting office on her behalf. State that you will of course be issuing her with a full refund. Ignor the bit about the goodwill.

The goodwill request has made me chuckle . Although I have said ignor that bit I would be so tempted to reply with something like - Thankyou for enquiring about a goodwill amount; this has made me smile. Unfortunately, as it is fast approaching the season of goodwill to ALL men I simply can't afford this due to the dreadful financial year"

Goodwill? Is she taking the fucking piss?

You only refund item cost and postage you do that via the original PayPal transaction.

Is she trying to threaten you with neg feedback if so report her.

My guess is she has it but if you did not send signed for you have no legs to stand on.

I'll def only post recorded delivery from now on, it's just too much hassle not to. I'm totally gobsmacked by the amount of cheeky people who seem to be on ebay!

can i add my own query to this thread.

A buyer has contacted me to say she has not received an item sent 10 days ago- other items sent to other buyers at the same time have arrived and they've given feeback.

Obviously I have no proof that she has not received it- have I?

I have a cert. of posting from the PO which should cover the fee- she paid £21- but do i refund her and chase it with royal mail- or do I give her the cert of posting and make her do it?

If i refund her, she may be simply being dishonest.

You refund and claim from RM yourself.