Problem with posting to France

GrammarGirl

Hi, just looking for a bit of advice!

I've been selling on eBay for a few years and have never had any issues. So it's typical that one has arised from an awkward situation!

I sold an XBOX game about 2 weeks ago. The auction ended on Sunday and a lady in France won. She paid in full as soon as the auction ended and all was well. Then, Monday morning I was told I had to go away with work until Friday. It was all very last minute, so I had to email the auction winner to explain I wouldn't be able to post until the Saturday (long wait, I know! I was very apologetic).

She emailed back quite disgruntled (understandable) and asked if there was any way I could get it to her for earlier, as it was a birthday present for someone. So I said I'd do all I could to get it there on time. Eventually I got my housemate to post it for me on the Thursday. Unfortunately she completely ignored my written notes and sent the parcel regular airmail instead of international signed for. She got the printed receipt with the address written on as proof of postage.

Now my auction winner is emailing me (quite rudely) demanded I post the game, as she has yet to receive it. I have been extremely polite in my dealings with her and have said I will do all I can to sort it... but with no recorded method of postage and only a receipt as proof, is there anything I can do but refund her?

I've advised her to wait until tomorrow before I chase it up with the PO and have said if it arrives before then I'll refund her postage to make up for the inconvenience. I have a feeling it won't arrive (whether or not she's telling the truth, I don't know!)... is there anything I can do or is the best course of action a refund?

Thanks for any advice.

GrammarGirl

Any ideas?

soolin

There is nothing you can do here, as you are already aware if this goes to a paypal claim you will lose.

Normally I would ask the buyer to wait a bit longer as 2 weeks to France is a bit quick as it sometimes sits around for a few days when it reaches their end. (I use 2 weeks as that is what the buyer will be calculating it from, not from the actual day of posting which would be technically more accurate). However, this buyer already sounds a bit riled so depending on the amount you are talking about I might be tempted to refund a tad earlier than normal and just claim a refund later from Royal Mail.

Also, how did you deal with the issue of overcharging on the p and p, Has that already been refunded? International signed for is £3.70 more than standard airmail so I assume that has already been given back to buyer on the basis that it wasn;t sent by the advertised postal method.

GrammarGirl

Thanks Soolin. I didn't advertise postage as International Signed for. My only advertised postage rate was First Class UK and I stated I'd only send within the UK. Obviously the winning bidder ignored this! I have pointed this out to her, that my listing stating UK only, however I thought 'posting to France? How hard can it be!' and said I'd send it out anyway. I charged £2 extra, on top of the £1.50 I'd put for UK bidders, and decided (but didn't say to the bidder) that I'd send International Recorded. The bidder doesn't know what method of postage I decided to use as the invoice just stated 'Seller's standard international rate'.

Anyway. Today is 2 weeks and 1 day since I actually posted the item, so I've asked her to let me know if it arrives today and if not, I'll give a full refund.

Am I able to claim a refund from Royal Mail with just the receipt as proof?

ChezAllen

Hi, I was ready your post as i have a problem the other way been waiting over 2 weeks for 2 parcels from France goingto UK.

Just wanted to point out on top of UK bank holiday Monday, last friday the 2nd and today 8th are Bank hols in France, and French postal workers tend not bother with delevering the day after a bank holiday if it falls on a weekend !! (or maybe thats just my postie)