PayPal paid through F&F

[Snailandthewhale]

Hi all wondering if you can help- this isn't an eBay transaction so apologies if I'm in the wrong place.

I sold an item on Facebook, told the lady the cost including postage and fees - i probably should have made it clearer about this being PayPal goods and services fees.

Sent the item on the 15th jan - my first mistake was not sending signed for as the value was £40.

The parcel hasn't been delivered, I checked the ref on the post office receipt and it states not yet delivered.

Asked the lady to complete a 'item not received issue' via PayPal but I've found she's sent the payment via friends and family.

I'm going to raise a claim with royal Mail and I know I'll only receive up to £20 but will her paying via F&F affect this claim?

I'll accept a loss because I did not send signed for, but I don't want to lose the total value of the purchase, £40 including postage and fees.

She could be having you on my OH sells a lot online and a lot of his things aren't showing as delivered from Royal Mail. However his customers have said it was delivered days ago.

I would do some digging first!

@lockdownlifestyle

I did think this at first tbh, never had a problem with lost parcels via Royal Mail before and I've sold a lot of items. It's just with the ref saying not delivered and i'd not sent her the ref so it's not like she could know that.

I don't really know how I can dig further - any ideas?

The payment method won’t affect your claim against Royal Mail

Strictly speaking as she paid via F&F she had no call back as in paying that way she told PayPal that she owed you the cash and paid it.
Non F&F PayPal payments with fees pay for the protection and support service. In practice PayPal might refund a buyer but based on the terms she is not entitled
It’s up to you about if and when you refund to her

With Royal Mail you have a level of claim, but as you say not the full cover.
(Lesson learned)
It will take time for Royal Mail to treat it as lost and for any compensation to you.
It may still finally turn up and the reference update on delivery

It’s your decision as to whether you accept the situation now and refund the payment, or whether you wait for a resolution through Royal Mail and refund then if it’s still missing

The fact that it was a F&F payment doesn’t really affect your claim with Royal Mail, but there would be a need to show that there was value in what was sent, so copies of any message with the payment / agreement on the sale.

I’d ask her to wait a bit longer. Tbh I’d chalk it up as her loss, she shouldn’t have paid as F&F although when someone has done this to me in the past I’ve refunded it and asked them to pay G&S instead.

I run a business. There are huge delays with Royal Mail due to Covid and many parcels are taking 2-3 weeks to arrive. Can you suggest she waits a bit longer (send her a photo of the receipt so she can see you sent it).

Thanks for all of the great advice.
I've just checked the tracking ref and it's shown as delivered today! Sent the lady a message and she's confirmed she's received. Phew.

Will make sure I'm posting correctly next time and will refund any F&F payments and request goods and services.

Thanks again!