Item not received issue

9 replies

Manyoaks · 09/12/2020 18:32

Hi I have sold an item via eBay. The buyer has requested a refund as the item has not been received. I have the tracking number and it suggests they have tried to deliver on 3 occasions but buyer not in. It was only sent on Friday. I have requested a redelivery for her today but it hasn't happened and she wants the refund sending. Should I just refund and cut my losses. Had a bad feeling about this from the start as she took ages to pay.

OP posts:

Cally70 · 09/12/2020 18:45

I wouldn't refund. It's not your problem if she wasn't in to receive the delivery

Tinyhumansurvivalist · 09/12/2020 18:56

Screen shot the tracking information and send to her as it is proof that you have sent. Then advise that once the post office return the item you will refund her

Original poster

Manyoaks · 09/12/2020 19:42

It is now at the local sorting office still waiting for her to collect bit she has stated she hasn't received a card from RM saying she has missed them. Is eBay likely to refund her anyway? My PayPal account is on hold until it's resolved.

OP posts:

Tinyhumansurvivalist · 09/12/2020 19:45

You only have her word she hasn't had the card screen shot the information as she should be able to collect without a card as long as she has id.

lljkk · 09/12/2020 19:47

All the advice from previous Posters I agree with. Too early to assume you have to refund. What was the value of this item, btw?

Original poster

Manyoaks · 09/12/2020 22:49

Thanks for all of your advice. It was only £20 so not too bad. I just presumed I would have to refund if she was claiming she has not received it. I have messaged saying give it more time for the redelivery requested hoping it is just Royal Mail being bogged down with deliveries. I will sit tight and see what happens. Thanks again

OP posts:

ILoveYoga · 09/12/2020 23:19

I’d call PayPal and let them know now.

By law, you can wait for the item to be returned to you before refunding as its likely to be a forced return (customer not collecting from post office) and no one in to accept delivery

Be sure to keep your posting receipt too as I Believe the refund does not need to include the postage you have paid

19lottie82 · 11/12/2020 23:40

Unfortunately if your buyer opens a not received case then you will have to refund, because the buyer hasn’t received it!

Unfair in these circumstances, yes, but unfortunately those are the rules.

But hold your horses and wait for the redelivery attempt.

Original poster

Manyoaks · 14/12/2020 12:54

Thanks everyone she closed the case as the item was eventually delivered.

OP posts:

Flip