buyer is saying item not received

clairelg88

i posted an item last week second class standard and the buyer has not received this, what should i do in this situation, as i definately sent the item last week.

soolin

ASk the buyer to wait a few more days, but be very reassuring that you will refund if it hasn't arrived after a full 2 weeks has elapsed.

Then if item still hasn't arrived just refund their original payment in full and after 15 working days (assuming you have a certificate or proof of posting) reclaim your loss from the Royal mail.

superjaggybunnet

Have you got Proof of Posting?

I am a bit of a sceptic and think some buyers are 'At It' as I have head similar experience.

When I offered to send another item exactly the same instead of a refund the buyer said no, they wanted a refund. That suggests to me that they got the original and just want it for nothing!

They must have been a labour MP!!! lol

clairelg88

i have had another buyer contact me this morning saying they have not received an item, but they were posted last friday, i'm not sure whether i have proof of postage as i have so many receipts from the po. what if the buyer is just trying to get the items for free?

soolin

clairelg88 wrote: »

i have had another buyer contact me this morning saying they have not received an item, but they were posted last friday, i'm not sure whether i have proof of postage as i have so many receipts from the po. what if the buyer is just trying to get the items for free?

There is no way of knowing, however I am alsways inclined to believe that there is more chance an item gets lost en route than there are rotten buyers on ebay.

You will have to refund eventually, try and get the buyer into the second week at least as it has only been 5 working days due to the bank holiday last Monday, but be reassuring and friendly and answer their mail quickly. The proof of posting, with the buyers name and address will be required so that you can reclaim your losses from Royal mail, so always best to organise them into a file of some sort and keep them for at least 6 months.

bekkki1

How long do you have to give to recieve an item. I had a seller pay on Monday after I raised a non paying bidder and she emailed me yesterday asking where it was and that shes going to ebay today!

I have asked her to wait til mondays post has been as it was sent 2nd class on thursday.

But could she do a NPB before then?

Thanks

soolin

bekkki1 wrote: »

How long do you have to give to recieve an item. I had a seller pay on Monday after I raised a non paying bidder and she emailed me yesterday asking where it was and that shes going to ebay today!

I have asked her to wait til mondays post has been as it was sent 2nd class on thursday.

But could she do a NPB before then?

Thanks

I think you are getting your 'seller' and your 'buyer' muddled, a buyer cannot do a non paying bidder claim.

I think you've got a problem more so than a normal lost or delayed item. It has been my experience that once I have opened an NPB on a buyer and they pay they will then become very demanding. 2nd class post is not considered lost until after 15 working days, but your buyer can open a paypal chargeback 7 days after payment.

Personally here I would respond immediately to the buyer and make your mail sound like you think the buyer has got a bit muddled, say soemthing like you actually paid on the xx and I despatched next day on xx so item is unlikely to have arrived yet. Then get them to wait a week and say that if parcel has not arrived by xx to contact you again.

thriftybeatnik

Hi there: I always post recorded [just 75p for security] but here's my reponse to items not recieved

'Hey there
Cheers for your message. You should have said sooner! Absolutely no need to worry: As you read in the sending email; Your order was posted the next weekday after payment. If the item isnt with you by 'CHOOSE A DAY' [Whilst I look into it] let me know and I'll happily refund as Ive experienced that royal mail arent particulary efficient at the moment. [We never let our buyers down]. Let me know when/if recieved though. Unfortunately with the decline of royal mail the postie doesnt always leave a note even for recorded post.

I'm always here to help. You're a great ebayer for messaging us rather than using caps locks and insults.
Cheers Thrifty x'