Lost in post?

poppy3

A buyer recently said she hasn't received her item. She waited for 2 weeks before telling me, AND after I had left her good feedback. I have proof of postage and put in a claim to Royal Mail, but heard nothing from them yet. Do I have to refund her from paypal now or wait for RM.
On looking at her listings she states that if an item she sends is lost then it is up to her buyer to claim, she accepts no responsibility.
My gut instinct is that she is just trying it on. Where do I stand?

LULUBELLE_2

Did you offer alternative postal methods or insurance? If so, she paid her money and made her choice, so it's not your problem. As far as feedback is concerned, I always mail my buyers after their purchase and ask them to leave feedback to acknowledge receipt of item and that I'll then reciprocate. I NEVER leave feedback for buyers until I know they have the item and are happy.

slowen

I think it is the sellers responsibility to claim the money back from Royal Mail if anything gets lost in the postbut am not 100% sure.

I wonder what she would say if you emailed her back toy say you don't accept responsibility for any items that are lost in the post and it's up to the buyer to claim for any loss (you could create a "about me" sction and include that information and tell her to refer to that

Cannot see why she has waited 2 weeks to let you know that an item has not arrived as if it was me I would contact the seller after 1 week if no item was received. Normally Royal mail wont consider an item lost until after 14 working days so I would contact them again to see if there is any update on the situation

jaffa30

LULUBELLE wrote:

Did you offer alternative postal methods or insurance? If so, she paid her money and made her choice, so it's not your problem. As far as feedback is concerned, I always mail my buyers after their purchase and ask them to leave feedback to acknowledge receipt of item and that I'll then reciprocate. I NEVER leave feedback for buyers until I know they have the item and are happy.

Insurance is to protect the seller not the buyer ,

The onus is on the seller to make the claim against the RM NOT the Buyer.

If the buyer paid by paypal just refund there payment or they may do a chargeback against you.

Make a lciam with the RM 15 working days after the parcel was sent,


Jaffa

LULUBELLE_2

TBH, I send everything either recorded or Special delivery - then if it's lost, I'm covered. But if you didn't automatically do that , but offered insurance and the buyer chose not to pay for, my understanding was that it was the buyer's loss?

jaffa30

poppy3 wrote:

A buyer recently said she hasn't received her item. She waited for 2 weeks before telling me, AND after I had left her good feedback. I have proof of postage and put in a claim to Royal Mail, but heard nothing from them yet. Do I have to refund her from paypal now or wait for RM.
On looking at her listings she states that if an item she sends is lost then it is up to her buyer to claim, she accepts no responsibility.
My gut instinct is that she is just trying it on. Where do I stand?

Imho i would refund the buyer and make a claim with the RM on the 15th working day after the parcel was sent .



The onus is always on the seller to make sure the item is delivered.


Even her saying she doesnt take responsibility fot lost items makes no difference if she accepts paypal as if she cant prove you have it paypal will refund

jaffa30

LULUBELLE wrote:

TBH, I send everything either recorded or Special delivery - then if it's lost, I'm covered. But if you didn't automatically do that , but offered insurance and the buyer chose not to pay for, my understanding was that it was the buyer's loss?

Hi

Thats why you get a COP off the Post office this covers you upto £30 if the item goes astray.

Any type of insurance is to cover you the seller incase anything happens to the item onroute not the buyer.


Jaffa

freebie_junkie

the sender must make the claim to royal mail for the lost item, but bear in mind that royal mail will not refund any amount that the buyer has paid to you for p&p (even if the final amount of postage was lower than the amount you charged)

A_LANCASHIRE_LAD_2

I've not had too many items go missing but depending on the value you either get a cheque or stamps up to the maximum of £30. (You do have to send proof of the item's value - I usually send the paypal receipt) but in my experience they have always sent a refund pretty quick after sending in my claim form. hth

poppy3

Thanks for all your advice, guess I'll just have to refund her from Paypal. It's a pity Ebay don't keep records of this sort of thing, then we could see if a user has a history of "not receiving post"

elisebutt65

I'm in theopposite situation - Haven't received something I paid for on the 19th but seller has said she has to wait until the 14 days are up and then I have to wait until she's paid by RM.

I'm going to do a chargeback as this just isn't fair!! And I've just noticed her feedback has gone private - groan!!!