Help - Issuing a refund for a non-delivery?

Bargin_Betty79

Just my luck that the first time I decide to sell some junk on ebay one of the parcles goes walk about.
Can anyone please advise me on how I deal with this?
The item was purchased through paypal and sent first class post on Thursday(I did get proof of delivery), the other parcles sent have all arrive but the buyer has emailed to say they've not had theirs.
Is it normal practice to ask the buyer to wait 15 days until I can claim for the missing delivery with Royal Mail or do I issue them a refund after an agreed date and claim for myself.
Sorry if this seems like a no-brainer but I've never dealt with this before and want to make sure I do it properly.
Thanks
B.B79 X

tinkerbell84

Did you post it normal first class or some form of recorded/registered delivery?

I don't think you can claim with just proof of postage - you haven't insured the item.

Also, first class can take several days to arrive - if you posted it Thursday I'd wait at least a week/fortnight before declaring it lost. If the buyer needed it urgently they should have requested special delivery.

teffers

You can claim for un-insured loss upto a amaximum of 10x times a first class stamp with only a proof of posting.

Realistically you should have put on your ebay ad the period you ask purchasers to wait before a delivery is classed as 'missing' - 14 days is a reasonable amount of time as deliveries are often delayed.

soolin

teffers wrote: »

You can claim for un-insured loss upto a amaximum of 10x times a first class stamp with only a proof of posting.

Realistically you should have put on your ebay ad the period you ask purchasers to wait before a delivery is classed as 'missing' - 14 days is a reasonable amount of time as deliveries are often delayed.

Absolutely no point at all in putting any such terms in an auction text..it makes no difference and rather leaves buyers to suppose you are having delivery problems generally. Anything that worries a buyer might make them reconsider buying from you.

OP there ar etwo points to consider here, the first is th ebuyer refund. personally I would email back and say that post in some areas is quite slow and could they please wait a few more days to see if it is just delayed, maybe suggest they email you again at the weekend if it has not arrived. Trying to get them to wait a couple of week sis good if you can. If after a couple of weeks it has still not arrived then refund their paypal payment.

The second part is your own refund and you can start a claim after 15 working days, ie 3 weeks. You can obtain a claim form from a post office and submit it together with the paypal details of refund and a print out of th eoriginal auction page and your COP. Please keep copies as the claims themselves often go astray!

The RM will then consider the claim, very occasionally they also contact the buyer and ask for confirmation that item has been received. usually refunds are received back in about a month.

kevinyork

teffers wrote: »

You can claim for un-insured loss upto a amaximum of 10x times a first class stamp with only a proof of posting.

Realistically you should have put on your ebay ad the period you ask purchasers to wait before a delivery is classed as 'missing' - 14 days is a reasonable amount of time as deliveries are often delayed.

Your right about being able to claim but stating on an advert that a purchaser needs to wait a certain period of time wouldnt really have much effect and could make a seller stand out as a target for a scammer or chancer. Most people dont read such terms on a listing anyway and they would not stop buyers from being unhappy about non receipt.

OP, if you only sent the item on Thursday then this is the 2nd working day since dispatch. I would ask the buyer to wait a few more days (I usually ask for a week from dispatch). Asking them to wait the full 15 working days that RM require to make a claim will probably invite a Paypal claim and/or negative feedback. If the item was too large for a letterbox they (or you) could check with their local depot to ensure it has not been attempted to be delivered by no red card left.

Bargin_Betty79

Thanks for all your advice.
I've emailed my buyer to ask them to wait until Saturday before we deal with this issue any further.
B.B79X

pinkgem

tinkerbell84 wrote: »

I don't think you can claim with just proof of postage - you haven't insured the item.

you can claim up to £36 for loss of damage with a proof of postage

Bargin_Betty79

Despite asking my buyer to hang on until Saturday to see if the item arrives in the post, they have emailed me today requesting a refund, I have once again replied that they wait until Saturday, it will then be 7 days from posting and I think this reasonable, they don't
I need some help with what to do next!!
BB79 x

Bromley86

Point them to this:
http://www.royalmail.com/portal/rm/jump3?catId=400144&mediaId=15500181

Please wait 15 working days (from the due date of delivery) before completing this form as we would not consider an item as lost until 15 working days have elapsed.

Keep it polite and reassuring, but really you should be waiting 15 working days = 3 weeks. By waiting only 7 you're creating possible problems (although if you go back on that now then it's a definite neg for you).

steviebabes

I would send them a scan of the proof of posting and again ask them to wait until Saturday. They do seem unreasonable buyers, is there any indication from their feedback that they are impatient or dishonest?

Bargin_Betty79

There's nothing that makes me think she's being dishonest, just a bit impatient (which I probably would be so I understand where she's coming from). I will send the scan tho and just keep my fingers crossed!
Thanks