Buyer has opened an "item not received dispute" - I'm in the process of claiming from Royal Mail - what can I do?

[MamaG]

THats it really

CAn paypal take the money, while Royal Mail are investigating?

Yes and unless you can prove it was delivered (not posted) they will do so assuming that there is a balance to take from.

surely not? I thought postage was at buyer's risk unless they chose to pay for a registered service?

Only if you offer insurance I think. Paypal is vey on the side of the buyer unfortunately too much sometimes.

great, that's the last time I pay for registered...

Well there is nothing in the paypal account, can they take it from teh bank account which is registered? I'm really pissed off TBH, it was 99p ffS!

Have sent this tonight:-

I have replied to you on the Resolution Centre on paypal, but aren't sure whether you will receive notification that i have done so, so wanted to email you direct.

As I have previously said, I have put a claim in to Royal Mail for this item and I know it can take some weeks for them to process the claims. I have explained this to you previously and don't really know what more I can do for you, at this time - the minute Royal Mail refund me, I will refund you.

I have claimed from Royal Mail once before and it did take a good few weeks for them to sort it out, but they DID sort it out in the end.

Could you please be patient for a short time longer and I will go into the Post Office tomorrow to try to speed it up, will let you know how I get on.

Do you think its ok?

For 99p I would just refund them and wait to get your money back from RM to be honest? Doesn't seem worth getting negative feedback for. Why are they so bothered though too?!

If you can prove delivery by providing a tracking number then paypal decide in your favor Senorapostrophe as far as I know.

postage was £10 on top though, as was for heavy speakers.

This buyer has been rude from the off, tbh, so I don't want to

she's already left neutral feedback for me

If an item doesn't reach it's destination the seller should refund and then claim from royal mail.
a seller should use recorded delivery - this is for the seller's protection, not the buyers.

Offering the option of rec del is pointless as, said above it is for the seller's protection, so a seller should not offer an option that isn't recorded.
If a buyer receives something that hasn't been posted by trackable means they can quite simply file a dispute with paypal and win.
Without a tracking number ie proof of delivery, paypal will find in buyers favour and refund. If there isn't any money in the paypal account paypal will seek to retrieve it from the seller by whatever means.

In genuine cases where a buyer doesn't receive an item they should not be left waiting for a refund, nor should they be asked to claim the money themselves from the royal mail. The contract is with the sender and RM.

Paypal can refund without waiting for Royal Mail and would expect you to refund and then reclaim from the courier/royal mail.

Even if you offer insurance, the buyer doesnt have to take it. Paypal will always side with the buyer if there is no tracking number - for a seller to be able to dispute a paypal claim they have to have a tracking number to prove sent.