Buyer complaining already - any advice?

[HarrietJonez]

I sold something last Friday. Payment received late Sunday night. I posted the item Tuesday am (second class as in the listing, not recorded as it wasn't worth a lot).

Postage was much cheaper than I had put so I refunded part of the cost (Tuesday night).

Had emails on Sat and Sun saying the item hadn't arrived yet. I told her when it was posted, second class etc. post office aren't interested until 21 days and to let me know when it arrives.

EBay emailed me this am to say she's tried to open a dispute.

Anything else I can do?

Look at your listing it will state the amount of days it should take usually 5-7 or 7-10. Email the buyer stating the amount if days also reminding them the Sunday does not count as a posting day. Don't forget you have a few days to post as well. Also reply to eBay with all the details. eBay can stop the seller leaving feedback as you have done nothing wrong.

There is nothing you can do except ask your buyer to wait for them to arrive. There is of course a chance they have arrived and buyer is lying, but unless they were sent tracked you have no way of knowing this.

Nonio - I am sorry but you are wrong. Ebay cannot stop the buyer leaving feedback!

Has the buyer opened an not received dispute ?
If so then you will need to respond to it.
If you have no proof of delivery (ie item not sent tracked and signed for) and the buyer insists that they haven't received it then you will be asked to refund them.
You would then need to claim for the loss from Royal Mail after the three weeks has gone by.
Ebay cannot stop the buyer leaving feedback. Unless they have threatened you with negative feedback or left offensive messages then they will be able to leave whatever feedback they feel is appropriate.

eBay said she tried to dispute but it was too early.

Ok - haven't heard of them notifying sellers of attempts at opening disputes before. It must be a new thing - they've introduced a few changes recently.

I think you may have to wait until a dispute is opened before you can proceed, but ultimately if they deny receipt then you will need to refund them as you don't have proof of delivery.

Even if you do not send items tracked you can still ask at the post office for a proof of posting note. Whilst it does not give the safety of tracking it does, at least, proof you have posted it.

I've got proof of posting. Just didn't bother with tracking as its a low value one.

Proof of Posting is useful if you need to claim for the value of item, presuming buyer claims it never arrived. At least it means OP shouldn't be out of pocket (don't forget to cancel transaction to get fees back, too).

I have been in your situation, OP, and with much gentle polite replies buyer finally got the item & even left me positive feedback. So don't despair, just ask them to wait patiently, share a gentle moan about the unreliability of RM, & grit your teeth.

Oh, and block them in future. Deffo.

Have also had buyer claim it never arrived & eventually I had to refund. Funny how it's only the items (obscure, not of much use to most people) valued >£10 that never arrive. Only once (ONCE) did something I bought on Ebay fail to arrive & that was only because sender wrote wrong address down (neighbour had the item still, anyway). It's so weird how stuff mailed to me, at various addresses, never goes missing. Can't figure out why that should be. What rotten luck other people seem to have.

I once had an item returned to me as they used the return address at the sorting office

Ok fergoose. EBay can remove feedback so the rating is not effected!

They can only remove feedback if it breaks the rules, or if the seller gets a court order. They won't just remove it just because the seller doesn't like it, even if the buyer has lied.

What do you mean they will remove feedback anyway - in what instance do you think they will do this? You said eBay will stop them leaving feedback - how is this, I am sorry but you are wrong if that is what you are saying.

So after OP refunded part of the postage (which most sellers probably wouldn't do) the buyer has the cheek to start querying delivery after such a short time.

There seem to be more fussy/moaning buyers out there these days!

I have now decided to send everything I sell recorded delivery after an item 'was not received' by a buyer recently and even though I sent a royal mail proof of postage through to her eBay have now decided in her favour and refunded her in full.

the buyer wouldn't be able to claim with royal mail for the lost item, you as the sender have the contract with royal mail so it is up to you to claim.

It's still not arrived (11 days), I've offered to refund at 21 days but buyer not happy. Should I refund now or allow more time for delivery?

21 days as in 3 weeks? Well I doubt a buyer will wait that long, you can try though.

I thought that after I wrote it. How long is reasonable? This buyer started nagging after 3 days do I've lost track of what's reasonable[nlush]

well, maybe ask them to wait until Weds - nagging buyer after 3 days makes me think they have got it and are lying, or maybe I am just cynical!

I thought that at first but I'm getting almost daily emails from them. Inexperienced possibly or it was a bridesmaid dress so possible panicking bride!

I don't know how to cancel sale/refund so if anyone can help with that I'd be grateful.

oh well maybe. Just make sure you do claim from Royal Mail for the lost item - if they do make a habit of it they will get flagged.

That's useful to know.