Buyer hasnt received item. What to do?

[MrsMattie]

New-ish to Ebay and this hasn;t happened to me before.

I sent out an item second class standard to a buyer 10 days ago and it hasn't arrived. I have proof of postage.

She is getting really arsy and demanding a full refund.

What's the best thing to do in this situation? And is there no way I can stop this woman from leaving negative feedback?

I've already got negative feedback from someone complaining about 'poor service' because I couldnt get to the post office in heavy snow! raaaah!

If I were you, I would email her back, saying that you are aware that there have been some delays with the postal service as a result of recent bad weather. Assure her that you will issue a full refund to her if the item does not arrive, as you can claim the costs back from Royal Mail, but you want to avoid the senario of issuing a refund, then the item arriving and having to be sent back to you, which would cost her money. Suggest that she contacts you on Saturday if it has not arrived by then.

A parcel can't be deemed as 'lost' until 15 days have passed.

You should always send recorded delivery.

Thanks both.

I have emailed her to say that if it hasn't arrived by the weekend I will refund her.

It's just not worth sending stuff I sold for a quid by recorded delivery, though@NewYearNewKnix!

always send recorded - the buyer pays (don't give them an option.

email her and ask her to check with her neighbours and to check her local sorting office. Tell her you will contact her local sorting office too in order to track the parcel (parcels always show up when you send them this message)

Yeah it is, just add 75p to your p+p costs.