My first ever 'lost in the post' - and im gutted. Could someone explain the process?

[Tobermory]

Sold an item before Christmas (1st Dec) which was posted the 2nd December. I foolishly undercharged on postage, it was heavy, and therefore used standard parcels to minimise my loss rather than 1st which would have been much more. Now regretting that decision muchly!

I normally used signed for, always. And the one occasion when i havent, the parcel is 'lost', my first 'lost' in 550+ sales.

Buyer emailed before Christmas saying it had not arrived, i replied with info about the date when it was posted and suggestion that possibly lost in Christmas post.
They have now emailed again, it has still not arrived.

He 'wonders' if I posted to the wrong address. Erm no!

He would ike a refund , 'unless ofcourse, as part of your responsibility for dispatching the product, you could find a explanation from the post office to state what happened to it.' I'm a bit put out by that sentence, sounds stroppy. Though possibly just grumpy as ive lost money here.

So i know i have to refund. Could someone talk me through the process of how i go about claiming form the post office and when to do it.

Thankyou

There is on online form you can print off and complete - or get one from the post office.

Complete and send off with original proof of postage and Ebay invoice.

Did you listing state you were sending by 1st recorded? If so, then maybe they mean that you can track it.

Dizzyday, thanks v much for the info.
No the listing stated standard parcels so should be no confusion there.

Before you do anything get the buyer to contact their local sorting office and see if its waiting there.I sell on ebay a lot and the two 'lost in posts' I have had,they were both at the sorting office and the postie hadn't put a card through the door!So I would check that out first.

Refund him now before you get negative feedback, it has had over amonth to arrive, it is not going to now. Refund in full via the PayPal transaction and the refund button at the bottom.

Then claim from RM for your loss.

Apologise for it not arriving and say you are sorry to hear it did not arrive and bearing in mind how long it has been here is a full refund of what he initially paid. Don't make him wait.

If you hang around he will file a dispute and then you get a strike against your account.

Have you got proof of posting? You'll need that to make your claim. I did it recently, really wasn't too much hassle. Filled in the form, made copies of everything and sent originals, and had a cheque from Royal Mail fairly quickly.

I'd agreed with refunding the guy sharpish. It's annoying when this happens, but from his point of view he's shelled out and got nothing for it, the least you can do is provide good customer service (even if he is being a bit stroppy).