Parcel not arrived. What next?

[oxcat1]

Hello,

I sold a babygrow on the 11th of December, and posted it 2nd class (as advised in the listing) on the 12th. As I always do, I emailed to say that the parcel had been sent.

At 10.30pm on Christmas eve the buyer contacted me to say that it hadn't arrived. I replied immediately to say that I was very sorry, that I'd posted it on the 12th, that it should have arrived by now etc etc, but that I would pull up the proof of postage after Christmas was over as I was away for a few days.

I've just logged in to find that they've already opened a paypal dispute, adn I have until the 2nd of January to provide proof that the parcel was posted. I've never dealt with a paypal dispute before (only one on ebay) and it seems that my proof of postage doesn't count, but it has to be a tracking number.

Do I have any option but to refund immediately in full? I was a little dismayed to find a resolution started so quickly as I did say I'd get in touch immediately.

Grrr.

a baby grow?

just refund and say sorry,

take it up with the post office,

some times these things happen

you refund the buyer and claim off the post office

But the money has already been taken out of the paypal account? I think that must be how paypal disputes work, but I've no experience as only ever had an ebay dispute once and I was on the other end.

It was quite an expensive Katvig babygrow - £14.99!

I don't think I can refund hte buyer as I think paypal has already done so, and I can't claim from the Royal Mail yet as they say that you have to wait at least 15 working days after the due delivery date before they'll consider the claim.

Oh well - you live and learn I suppose. The money must be on its way back to the buyer already.

Thanks.

hang on till paypal tells you,

are you sure they have refunded her already?

they dont normally till the dispute is resolved,

and they give you lots of chances to have your say

dont have to refund postage but looks like you will have to refund rest, sorry. I always pay the extra 70p for recorded delivery. You have no othe roption im afraid

the money wont be refunded. paypal will have "froze it"

you get to reply and state your claim. make sure the buyer has checked their local sorting office too. sometimes royal mail keep packages behinf if mailmans sack is getting heavier than his allowed quota (well thats what they do here)

and when there's a van load they send a wee man round delivering them all.

well thats what they do here. i often get him delivering a bundle of 4 or 5 items i've been waiting on for several weeks. or often i'll call and ask and they will have it sitting and i go and collect it or i'd be waiting forever.

respond to dispute by asking seller to check sorting office and due to time of year i'd wait until 2nd week of january to offer refund.

explain it all to buyer what you are doing.

as i bet you if the item turns up after xmas he wont return and just keep your refund and babygro.

also if it was sent as a standard parcel it can take up to 28 days to be received before royal mail will stake a claim.

you take the claim up with royal mail sending them the claim for (can be printed online) and a copy of ebay invoice and also a copy of your postage receipt. and in several weeks time after they have investigated they will refund you if it has been lost.

Thanks for all your messages. I did contact the buyer with all your suggestions, but I have had no response. The paypal claim has now been escalated and is with a 'specialist claims reviewer' so I don't think I can do anymore now.

The really frustrating thing is that I really would have refunded this - I have done in the past when things haven't arrived - just not yet, as there have actually only been a few posting days and I still believe it may turn up. It is still too early to claim with the Royal Mail.

I suppose if I'm honest I'm also a bit narked about hte way he's gone about this. A paypal claim on Christmas Eve? Initially it was a dispute but he escalated it to a claim that very night, and I haven't had any replies to any emails since.

I'm absolutely guaranteed to get really terrible negative feedback about this, but I honestly would have refunded had not a hold been placed on my funds which stopped this being possible.

271 feedback and now a guaranteed negative.

I have just disputed a package not recieved with paypal (ordered and payed on 9th of dec 08, did not recieve item and person ignoring my emails. Opened dispute and left messages with paypal to seller. Still being ignored, so assuming I have been ripped off by seller. I have 20 days I think for dispute to be settled before paypal step in (dont now what they will do though). I hope the person is not trying it on as it is really annoying and unfair. It is really annoying when people cant be honest.

I'm not sure it is 20 days? This dispute was opened on the 24th of December, and the buyer escalated it to a claim that same night. I had until the 2nd of January to respond, and then he had until the 3rd, and now paypal have taken over. Much, much quicker than I had imagined.

Why did the buyer not go through ebay? Is the ebay dispute procedure not as good?

I just refunded. I think that the post before Christmas was dreadful-in some back room is probably a heap of parcels that will be found in February!