Refund Process

[lagoonhaze]

Buyer contacted me two days ago to say item I sent 2nd class recorded hasn't arrived. It should have arrived quickly as it's in same county!

Asked him to check with sorting office whilst I ring helpline. Tracking actually says still in system. Not rang helpline as not had chance.

When do I give refund? What if item arrives afterwards and I can't claim with royal mail?

Second class can take ages. If Royal Mail still have a record of it being in the system, it is probably at the buyer's local sorting office waiting for them to collect it. Anyway, ask the buyer to make a claim for the loss through ebay/Paypal. They won't let them claim too early. Ebay will contact you for tracking details, which you can input, and then that is the end of it for you. The buyer then has to claim for the loss through Royal Mail. You have done everything right. And I bet the package will be delivered in the end anyway. Good luck.

the seller has to claim for the lost item from royal mail - not the buyer

and if your tracking number doesn't show delivered you will have to refund - it is advisable to not go to dispute if possible. Maybe ask your buyer to wait another week then issue a refund - you can't claim with royal mail for 3 weeks, but most buyers won't wait this long. There is always the chance it was delivered but not signed for, but you may never know.

Thank you. Knew it would be for me to refund and chase. Can claim 29th March and buyer not been back in touch so hopefully he received it. Post is seriously rubbish in our county at the moment!