Ebay question for sellers - what happens if an item is lost in the post?

[twirlaround]

Just wondering if anyone can help me out with an ebay question!

I have sold some stuff but one of my buyers says that the item has not been delivered. I have a proof of posting certificate for it.

What should I do?

does the certificate have a tracking number on it?

no, it's just a normal proof of posting certificate, the ones that are free, just to show that you did indeed post the parcel

You need to file a claim with Royal Mail, you will need a form, which you can get from Post Office or download.

If its just proof that you posted the item 1st class, you can claim back upto £20 (IIRC), you need to contact the postoffice to make a claim.

The buyer will probably expect a refund from you while you chase it up with the PO. The first thing to do though is contact the PO. Keep the buyer informed of what you are doing.

Do I need to refund the buyer before the PO refund me? What if the PO don't refund me?
And do I need to refund the postage costs too, and will the PO refund these?

No - let the Post Office do the work for you. Just make sure the buyer knows. It is Royal Mail's responsibility, not yours.

i always specify in my auction that i dont accept responsibility for lost items but will send postage certificate to the buyer so they can chase it. not much use now but worth thinking about for future auctions. cant see there being a problem with getting compensation from post office, they are pretty good about that stuff

i agree with gg as thats what i do. Sometimes can be a hassle to chase up with the post office depending on how difficult they want to be.