Refunds

[saltire]

I have two buyer claiming they never received their goods. 1 has already left me neg feedback, she sent me emails every day for 7 days whilst I was away, and of course I didn't respond because I was away. The other has opened a dispute, she lives in Canada

Do I refund them the cost of postage as well the cost of the item?

I sold a record & sent it 2nd class & when it still hadn't shown up after 2 weeks I refunded the guy everything including postage. I did have proof of posting tho' so intended to put in a claim against the post office. However just before I could send in my claim the buyer emailed to say it had finally turned up & paid me the whole amount again! I couldn't believe it - it wasn't sent recorded so he could have just kept the record & the money. Quite restored my faith in human nature.

Have you kept proof of postage?

I have got the proof of postage, I just wasn't sure if I had to refund postage as well. I will make claims for both, am a bit annoyed though at the one who left me negative feedback

I'd be annoyed too - neg feedback should be a last resort & you should have been given a chance to sort it out. Some people have no patience.

Had you already left her feedback? Can you neg her in return & say something along the lines of 'Item lost in post - gave no chance to rectify before leaving me neg feedback'.

You should be able to claim for postage too btw.