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eBay

If you buy or sell items on eBay, you will find tips and advice on this forum.

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Original poster

Item sent recorded delivery but buyer says they haven't received it.

21 replies

WeAreEternal · 10/06/2014 13:06

I sold a handbag on eBay two weeks ago.
I send all items I sell recorded, just just avoid things 'going missing' as I've had problems with that in the past.

The buyer contacted me and said she hadn't received the bag. I checked the Royal Mail site and the parcel is marked as delivered. I sent the tracking number to the buyer but she still claims not to have received it.

Then I checked the signature.
It clearly says sign.

The buyer says she would never write that and seems pretty annoyed that she hasn't received the handbag.

As far as I know what I have learned from MN is that if she opens a not received case eBay will find in my favour because I have proof of delivery, regardless of the questionable signature, is that correct?

TIA

OP posts:

Butterflyspring · 10/06/2014 15:53

add the tracking number to the item in ebay now - and yes, she wouldn't win a case as you have proof of delivery.

nickstmoritz · 10/06/2014 19:25

Would buyer get a no fault refund from ebay then? Is it possible to report this to Royal Mail as it doesn't sound like it has been delivered?

TessTackle · 10/06/2014 19:36

I think you should get onto Royal Mail and put a claim in. It would be nice to get the money she paid back to her if she hasn't received the bag. Why would she write "sign"?

Butterflyspring · 10/06/2014 19:56

I think the postie probably signed for it themselves.

Original poster

WeAreEternal · 10/06/2014 21:36

That's what I don't understand, why would anyone write 'sign' on the machine, it doesn't make sense.

So either something has happened to it, or the buyer is an elaborate kind of scammer who intentionally signed it bizzarly in the hopes of getting a refund despite having it sent recorded.

Clearly I'm not very trusting.

OP posts:

Original poster

WeAreEternal · 17/06/2014 13:49

I need some more advice on this please.

So the buyer says that there is no way the parcel was delivered to her house.

I have tried to contact Royal Mail but gotten no where, their stance seems to be 'we delivered the item you have your proof that's our job d

OP posts:

Original poster

WeAreEternal · 17/06/2014 13:52

Done"

I suggested the buyer try and contact her local post office and see if she can find out who delivered it, and get some answers but she doesn't seem to want to do that.
She is starting to get a little annoyed I think and has sent a few slightly rude messages.

I know if she files a dispute she won't win so really I don't have to do anything do I?
I would like to help her, but if she begins to get rude can I just walk away and tell her to sort it out with Royal Mail herself?

OP posts:

Butterflyspring · 17/06/2014 13:56

no you don't have to do anything at all - if Royal Mail say it is delivered then it is. She can contact them herself if she wants further info, but they will just tell her the same I guess?

You have added the tracking number to the transaction in ebay?

Original poster

WeAreEternal · 17/06/2014 14:08

Yes I have.

OP posts:

FishWithABicycle · 17/06/2014 14:11

Stay polite but firm and ensure all your contact is recorded via eBay. If a dispute is opened you need to be sure that the communications records show you being reasonable, open and communicative so don't start ignoring her and don't walk away, stay polite even if she is rude but stick to your position. "I have proof of delivery from Royal Mail so I'm afraid there is nothing more I can do" is a reasonable position to take. If you've done everything you reasonably can and have proof of delivery you shouldn't be left out-of-pocket - if eBay decide to refund her without penalising you, out of goodwill, then that's no loss to you.

somedizzywhore1804 · 17/06/2014 14:18

Our dodgy as fuck postman leaves signed for things on our doorstep and writes "signed for by postman" on the slip!!! We've complained to RM but he's done it more than a few times unfortunately. Could it be something like this?

NadiaWadia · 20/06/2014 00:12

Seems as though the buyer didn't actually receive it, though! Why would someone write 'signed'? No wonder she is annoyed. Of course you are not at fault either, it's probably Royal Mail, but someone is going to be out of pocket on this, and do you think it is fair that it is the buyer? Don't agree with fish at all, it is not a reasonable position to take if there's a good chance the buyer is telling the truth. I know it's not fair on you either, but customer goodwill, feedback, etc.

nauticant · 20/06/2014 08:27

Seems as though the buyer didn't actually receive it, though!

You don't know that. It could have been left on the doorstep having been "signed for" by the postman/woman, and when the buyer found it they could have thought "ah-ha! I've got my item and there'll be no record of me having signed for it!"

This is ebay. They have defined the rules and the buyers and sellers have to work according to them. As a seller, if something unfair happens to my detriment and I've done nothing absolutely nothing wrong, I think that if it's within the rules, then them's the breaks.

peggyundercrackers · 20/06/2014 08:37

she cannot complain to the PO - they will tell her the buyer of the service needs to complain and as she didn't buy the service they will not deal with her.

Butterflyspring · 20/06/2014 08:40

I think the buyer is pulling a fast one. Nadia - it is very common for posties to sign on behalf of the buyer, not meant to, but they do. The buyer needs to speak to the post office and complain.

NadiaWadia · 20/06/2014 18:14

Well maybe I am biased because similar just happened to DD. She is away from home at the moment, ordered something from Ebay to be delivered here (her home address) and told me to look out for it. A few days ago I realised it has never been delivered and no card been left. I didn't say anything before because it is a small item and I thought maybe it was coming from China, which can take weeks as we know. But DD checked her Ebay account and actually it was coming from in the UK, 'signed for' delivery and should have been here June 3rd.

If a dodgy postman has taken it and 'signed' himself or left it on the doorstep and someone has pinched it, seems likely DD will have no case - because Royal Mail may have a false 'signature'. And that will be bloody annoying! Sadly Royal Mail do not always do their job properly.

Looking at it from the buyer's side, I have sold stuff myself on Ebay though, and I wouldn't just go by 'the rules' in this case. I would have to balance up whether I thought the buyer was lying. The 'signed' bit makes me think this buyer could be telling the truth. It is all very well going strictly by the rules because they benefit you, but it seems quite unfair on the buyer. I'm sure you wouldn't like it if the positions were reversed.

NadiaWadia · 20/06/2014 18:23

Check the buyer's feedback, to see if she has 'pulled' anything like this before? If not, that's in her favour, I would say.

Butterflyspring · 20/06/2014 18:25

but why should the seller be out of pocket when they have proof of delivery - it isn't fair on them to have to refund when it is showing as delivered is it? If you were the seller are you telling me you would refund in full knowing you can't claim for the loss and will be out of pocket through no fault of your own?

And buyers feedback means absolutely nothing as sellers can't neg, or even leave a neg statement anymore. So that is completely irrelevant.

NadiaWadia · 20/06/2014 18:31

Yes I would, if on balance I thought the buyer was telling the truth. Why should the seller be out of pocket you say? But equally why should the buyer? If someone has to take the loss, it shd be the seller I think, provided there is a good chance the buyer is being truthful.

As for the feedback, I have heard of sellers putting something like 'sorry your item went missing. Glad you got your refund OK'. That cannot be construed as negative, but if they have several of these, it may give you a clue!

NadiaWadia · 20/06/2014 18:33

Of course really Royal Mail should be held accountable.

NadiaWadia · 20/06/2014 18:48

And the buyer is the one who has a reputation to uphold. 'customer is always right' etc. Plus I would feel bad knowing that probably the buyer has had her item pinched and wasted her money. Wouldn't you? Even though it wouldn't be fair on me either.

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