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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

Buyer says item hasn’t arrived.....

18 replies

TheCheekOf10Arses · 25/04/2018 10:47

Sent some kids’ shoes (value about £15) normal second class post on 11 April. Buyer messaged this morning saying they haven’t arrived....I’m going to have to refund aren’t I? I did keep proof of purchase but chucked the receipt the other day, I just assumed after two weeks that they’d have arrived

OP posts:

GinaLinetti99 · 25/04/2018 10:53

Yes, you will.

I've had this happen to me. Even with proof of posting, eBay would make you refund and then leave you to chase it with the post office. In future, send things signed for and add the tracking numbers to eBay as soon as you send them. At least that way, you can be sure they're not being dishonest.

Original poster

TheCheekOf10Arses · 25/04/2018 10:57

Yeah....I’ve been on eBay 15 years (usually as a buyer but more recently as a seller) and have 100% positive feedback so I will refund her as I don’t want any negative.... I’m not sure if this buyer is iffy or not, she took a while to pay but communication has generally been ok. Grr. Lesson learned, thank you for your reply

OP posts:

ILikeMyChickenFried · 25/04/2018 11:03

You will do, it's amazing the proportion of not signed for packages which go missing when you sell on eBay but it's just the way it goes.

Without proof of delivery they will always refund the buyer.

19lottie82 · 25/04/2018 11:07

Gina no longer true.......

Now even a proof of postage for non signed for services (as long as it’s a parcel, not a letter) comes with a reference number that you can enter online to show if an items been delivered or not.

OP - Next time you send something sold on eBay enter this number straight away against the tracking section in the sales record. If the item has indeed been delivered then this will protect you against any scammers. And remember that any buyer has 180 days to open a not received case with PayPal.

Without a proof of delivery, unfortunately you will have to refund, however I would ask the seller to open a not received case with eBay. If they are a scammer, this may put them off.

Okaynowimconfused · 25/04/2018 11:10

Check her feedback first. Even if she didn't receive the item you can still review them as a buyer and you may notice that there have been a few instances of "item not received..." unlikely but still possible.

We had a guy once stating that the brand new jeans we posted him had a mark. They definitely didn't when we sent them, we packaged them well, but we had no pictures taken ourselves of that part of the clothing. Checked his feedback and saw lots of similar feedback. So I simply said that I wasn't happy to make the decision to resolve the problem based on his other feedback and if he want's to continue with the dispute then he must contact eBay. Never heard from him again.

Original poster

TheCheekOf10Arses · 25/04/2018 11:11

I’m just kicking myself because I had stuffed the postage receipt in my coat pocket after posting - and then the other day I cleared it out to wash the coat, and binned the receipt as it had been so long. And then binmen cane this morning! On the same day I also posted something else which has been received.

I’ll suggest she opens an Item Not Received case, thank you. If she’d only messaged me sooner, I’d have had the proof!

OP posts:

19lottie82 · 25/04/2018 11:17

Ah well OP at least your lesson has been learnt and it wasn’t an overly expensive item. As I advised just make sure you upload the reference number against the sale in future, as soon as it’s posted.

ILikeMyChickenFried · 25/04/2018 11:26

When you leave FB definitely say something like good buyer, sorry your item didn't arrive.

ILikeMyChickenFried · 25/04/2018 11:27

The proof of postage wouldn't help you out anyone OP so don't kick yourself. You need to show it's been delivered (ie tracked)

19lottie82 · 25/04/2018 15:11

chicken yes, it would have. Even non signed for services now come with an online delivery confirmation. This is enough to win a not received dispute.

LolaTheDarkdestroyer · 26/04/2018 23:55

It's not...

19lottie82 · 27/04/2018 00:03

Lola yes, it is!

I sell a reasonable quantity of items using regular, not signed for items. I probably get a not received about once a fortnight. If the reference number shows the item as delivered, eBay have always found in my favour every time. It’s got the exact same merit as tracking number showing delivery when using a more expensive “Signed for” service.

LemonysSnicket · 27/04/2018 00:32

Always take a pic of the post receipt

ILikeMyChickenFried · 27/04/2018 07:56

If I don't send something tracked I don't get a reference number, just some stamps.

19lottie82 · 27/04/2018 10:31

Chicken - if you send a small parcel or larger untracked at a post office you should get a proof of posting with a reference number attached, like the one shown.

However if it’s smaller than a parcel size (25mm) you won’t get this as it’s counted as a “large letter”, and you do need to send it signed for if you want a proof of delivery.

ILikeMyChickenFried · 27/04/2018 11:09

Ah that's probably why. I've recently been selling off old dvds and computer games, all go as a large letter.

19lottie82 · 27/04/2018 11:33

Yes, it needs to be a small / medium parcel

ToadOfSadness · 24/05/2018 00:18

Just one thing to try. Contact the buyers local sorting office and ask them to check if the parcel is there, you can say that no card was left but it should have arrived a week ago or whenever. Then depending on the reply, advice the buyer you have done so in case there is a problem with the deliveries and it has been flagged. This will make them aware.

Or fill out the online re-delivery request, sometimes it will be sitting at the sorting office and no card has been left, arrange for a re-delivery and someone will need to check and try to deliver if it is there. This worked for me a couple of times.

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