Should I review my refund policy for items not received?

[tjah04]

Currently when a buyer tells us they have not received an item, we ask that they confirm their address to check it matches our records.

Then we ask them to allow 7 working day ( not including weekends) and then we refund immediately.

Most buyers are happy but some, understanderbly annoyed that they have not received their item demand an immediate refund saying this is unreasonable.

It is rare and in these cases I stick to my guns but worry about the potential for negative feedback.

7 working days does sound a long time. That's nearly 2 weeks in real time.

I think that's fair - my policy is - check addresses, ask them to check at local sorting office as RM often forget to leave cards, I explain about the RM refund policy and say that if it hasn't arrived after 15 days from posting then I'll refund them as then I can claim from RM - I think that's fair as the buyer can understand why the time limit set.

Perhaps you could explain the RM refund policy so that your buyers know it's not an arbitrary time iyswim

I think unless sent special delivery or something; that is reasonable however I would refund within the UK at 15 days and abroad after 25 days, no-one can raise a not received dispute until the day after the last date for delivery according to ebay so if estimated delivery is 5-8th feb the earliest you can raise dispute is 9th

by the time you have been given 7 days to reply the 15 working days will practically be up anyway