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Original poster

Ebay have refunded buyer before 15 days of RM are up

19 replies

childcarehell · 14/05/2013 22:52

A buyer contacted me to say they haven't received an item. I replied I would refund when the 15 days are up for RM to deem it lost. The buyer took it to ebay and they have refunded him before 15 days are up.

I'm worried now the item will arrive and I won't be able to claim from RM plus the buyer will have the money. I sent it recorded and have all receipts.

What happens if it does arrive, but a little late?

Thanks

OP posts:
lljkk · 15/05/2013 14:32

Sorry don't know exactly, can only express sympathy.
I don't know what tone you adopted with buyer, do you feel you dictated terms or did you grovel asking them to patiently wait a bit longer?

fergoose · 15/05/2013 14:59

nothing you can do - if it turns up ebay will not make the buyer re-pay you. All you can do is ask them to pay again, and if they refuse small claims court.

It may have arrived but RM neglected to get a signature?

Choccywoccydodah · 15/05/2013 15:02

Was it a valuable item?
How long overdue is the item? It's a bit wrong of eBay to refund it, I'd send them a message of complaint and explain the situation as they may reverse the refund if they can do that.

alltoomuchrightnow · 15/05/2013 15:35

this has happened to me loads. It arrives late..they get to keep it...and they have been refunded too. eBay sucks as they always rule in favour of buyer. This is why i NEVER send to eastern europe anymore. Every single item went missing /stolen..every single item got refunded. So if the items did turn up....there were some nice freebies out there ,not cheap goods either :-(

Original poster
childcarehell · 15/05/2013 16:33

I replied along the lines of

Hi,
The parcel will deemed by RM as being lost as of xx/xx/xx. I will contact you on this date to confirm it has still not been received then refund you promptly.
Thank You
xxx

I bet they just didn't get a sig, it was a post in the same city very clearly labelled, a fairly large packet well sealed with a footmuff in so hardly the kind of thing to be nicked. £30 gone, £36 with postage.

Ebay have said the tracking info was insufficient as it could not be tracked online!

OP posts:
Original poster
childcarehell · 15/05/2013 16:36

Final decision:
This case has been decided in the buyer's favour.
Customer Support comments:
We've received insufficient tracking information from you. You must provide tracking information in the Resolution Centre before a case can be escalated. Note that tracking information includes the postage carrier and an item tracking number that can be tracked online. If the item £150.00 or more, delivery with signature confirmation is required.

(I had Rm as the carrier and the recorded delivery number)

OP posts:
fergoose · 15/05/2013 16:37

so you can claim from RM for the lost item?

LaurieFairyCake · 15/05/2013 16:38

How is that insufficient tracking information when you sent it recorded Confused

fergoose · 15/05/2013 16:40

because they didn't get a signature - many posties don't seem to bother

try Myhermes or Collect+ next time - they show as delivered without the signature and are normally cheaper too.

Original poster
childcarehell · 15/05/2013 16:42

I don't know why it's insufficient, they can click the number to see when and where it was posted on the RM website and that it is being progressed through their network.

fergoose, I will try to claim but I bet it isn't easy. The communication from the buyer has been text speak and short.

'I got no item yet'
'here's the tracking info blah blah...'
'ok'
(sent to customer services)

OP posts:
fergoose · 15/05/2013 16:45

but it only shows as posted with RM, not delivered, so of course ebay will refund the buyer their money. You have no proof the buyer received it do you.

Rulesgirl · 15/05/2013 16:48

Since you were polite and have said that if it doesn't arrive you will give a refund I do think it is a little unfair. If you had given no communication then fair enough. Nothing more you could have done really. Sorry you are having this trouble.

Original poster
childcarehell · 15/05/2013 16:49

I would be fine with the refund, if it was after the 15 days. Now I worry it'll turn up before then

OP posts:
lljkk · 15/05/2013 18:47

Keep in mind some buyers hate any other courier but RM, like where we live the courier depots are all 17 miles away and no one wants to trek out there when we have a RM sorting office right in town. Co-worker was bitching about a seller who used MyHermes after saying they would use Royal Mail, said she always check carefully for RM & never would have bought if she had known it would be MyHermes. She was quite annoyed, likely low DSRs for seller.

There's loads of moans about this on the Ebay Buyer fora, too.

Original poster
childcarehell · 20/05/2013 13:02

Well to update RM have informed me the buyer did not collect the item from the post office (not in when signed for arrive)

So I've lost £6.30 on postage but have item back.

Is there anything I can do? It seems iffy as they the next day have bought a difference footmuff for a different buggy

OP posts:
fergoose · 20/05/2013 13:32

no nothing you can do - they are entitled to full refund as they didn't receive the item.

lljkk · 20/05/2013 19:49

Side issue, but How do you find out what another Ebayer has bought? I only know how to find specific seller listings.

fergoose · 20/05/2013 20:22

go into advanced search at the top of My Ebay then left hand side search by bidder

PurpleFrog · 21/05/2013 10:17

Thanks fergoose - that is really useful. I hadn't noticed you could do that in advanced search.

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