Buyer claiming item not received, what now?

[GingerRodgers]

Have sent item using myhermes at beginning of this month. They've just now opened a not received case. I've responded with dates, tracking number and photos of online details.
So what happens now? eBay are apparently holding my funds in paypal. Case says waiting for buyer to respond.
Not been in this situation before so any help really appreciated.
Thank you.

do myhermes have a contact number? I would call or email them with all the details and ask for advice. Why did the buyer wait so long to say not received? Bit odd.

No idea why they've waited this long. They didn't message me either, just opened a case.
I'm just not sure what happens with eBay now? What happens next?
I'm assuming the buyer will have to claim through myhermes if they really didn't receive it.
From what I've read eBay should side with me because I've got all the online proof of posting and delivery? Just would like to know what the next steps are to closing the case etc.

No, you need to claim via myhermes and refund the buyer. The posting contract us between you and Hermes.

If you click on contact seller re item not received, ebay will automatically open a case for you.

I'd ring myhermes first w tracking number etc and find it if it was delivered and if they got a signature.

And no, ebay always sides with the buyer, not the seller.

well what does the tracking number say - has it been delivered?

if it is then they won't get their money back. If it isn't delivered then you refund and claim for the lost with Hermes. But if you have online proof of delivery then that is fine.

Incidentally when you send an item you can add the tracking info to the transaction at that point, then if a case arises the info is all there already.

Yes I should have done that dilly, I'll make sure I add it straight away next time.
Yes it states 'delivered, customer singed for' on the website update.
So do I not do anything more? Contact myhermes? Leave it with eBay?

You need to ask myhermes for proof of delivery. And respond to ebay case stating that your courier confirms item was signed for. Check your myhermes account shows the item as delivered, and if it does then add the tracking info to your ebay transaction.

I've added tracking info and pictures showing what the website says.

Will ebay really side with te buyer even if I've got proof it's been sent and delivered?

no you don't need to do anything - it has been delivered. The buyer won't get a refund. You can't claim with Hermes because it isn't lost.

No, ebay should believe you now if you have proof that it's been delivered. (There have been stories on here, though, of couriers saying they've delivered something and lying about it.)

Seems odd that your buyer would wait so long to say it hadn't been delivered tho. Maybe she's broken the item and is trying it on??

Thanks for all your help.

Yes I'd heard that too about courier companies but not sure how I'd be responsible for that if I'd done everything right from my side? Obviously not fair on buyer either though.

Yes it just seems odd to me as I'd have (and have done) sent a message after a few days especially as it was marked dispatched straight away?! So to leave it so long with no communication seems a bit but you never know.

You're not responsible if you have proof of delivery. eBay won't find in their favour.

Does anyone have any idea of timescales? The case opened yesterday, I responded straight away and now it says 'please wait for your buyers response' but my funds are being held in PayPal and I've no idea how long this can drag on for?

8 days until it can be escalated to ebay.

Thanks dilly.

Have a look at the buyers feedback. Feedback left for them and by them. It will give you a bit of an idea of what they are like. If they have high number of great feedback given and received it may be that they genuinely didn't receive but it may be that they are trying for a freebie (which can happen) look for clues. Double check with courier that the tracking was all ok. You have added the details needed so either buyer will back off or ebay will have to sort the case. Hope it works out for you.

Double check with courier that the tracking was all ok.

I second this. A package I sent off this week was apparently delivered by Hermes yesterday. However, the notification states "Delivered - package posted in letterbox" which is impossible because the package was a large box that would have no chance of going through a letterbox even if crushed. So I suspect it was just left outside. Shame it was raining yesterday. I think I'll go back to paying the quid for a signature.