Item not received

[Househunter]

I sold a dress on 25 May and posted second class on 27 May. Tonight I have received an email from eBay saying the buyer has opened a case against me as they have not received the item. No message from the buyer before this. I have proof of postage but it was just sent standard second class so its not tracked. I replied saying please check with the local post office and with neighbours as I have received positive feedback from other parcels sent at the same time and I have uploaded a picture of the proof of postage. I know that eBay usually finds in the buyer's favour and I'll probably have to end up refunding but how long should I wait before doing that? Royal Mail won't allow claims until 15 working days have passed.

I'd probably refund buyer after a week if it hasn't turned up, then claim from Royal Mail when you can. I might check your buyer's feedback and block them too if you think they're lying.

Ps ebay automatically opens a case for you if you click on contact buyer then item not received.

Thanks for your reply. Do you mean a week from now (i.e. case being opened) or a week from being posted?

you will only be covered up to £20 with standard postage so won't be able to claim the full amount back.

ebay will refund in 8 days time if the buyer escalates the case.

There seems to be a problem with Royal Mail lately. I have just had a long thread on a parcel that didn't arrive. I refunded my buyer today. First time I have had a problem with a parcel not arriving but I have heard of a few problems. Luckily my buyer didn't open a case and we sorted via normal messages. Claim from RM after 15 days. Your buyer may have opened a case by mistake due to the way ebay set out the contact question page.

If it hasn't arrived a week after you posted it - do a refund. 2nd class should take 3 days max really. Hopefully your buyer will pay you again should it finally turn up.

Thanks for replies. I had suggested that they should wait a few more days but perhaps I should refund now to protect my 100% good feedback? It's less than £20 much it looks like a massive hassle to claim through Royal Mail.

refunding doesn't guarantee your feedback though. And you must claim for the loss.

The buyer has just closed the case. It can't have arrived this morning as it's so early. Looking at their feedback they buy a lot of stuff so wonder whether they accidentally opened the case against me instead of someone else. Especially as they said they'd sent me a message previously which I never received. It's really put me off using eBay though

that's good. I had stuff disappearing in February and had to refund.

I've had to request 2 refunds for things of late as they haven't arrived. most strange.

I meant it's good they closed the case. Ebay is a bit of pain currently.

OP - send stuff tracked then you won't have this worry - like I have said so many times use Hermes or Collect +. Cheaper and proof of delivery. You can add the tracking to the item when it is sent and there is then no risk of a not received case.

Didn't realise they are cheaper. Thanks for that tip.