buyer hasnt recieved item!

traceyed1

This hasnt happened to me before and i am not sure what to do! Please help.

Thanks

alfiesmum

Was it sent trackable? Look up the number if it was.
How long ago was it sent? Buyer might be just impatient, and could be persueded to wait a few more days.
Did they pay via Paypal? They could open a not received dispute against you, and in order to win this you'll have to prove delivery using a tracking number accessable online.
Was it expensive? If it were cheap, I'd refund first and then put in a claim to Royal Mail, as it's your responsibility as the seller to make sure it gets there.
Make sure you keep communicating with the buyer, second to it going missing the most annoying thing is the seller not responding!
Good luck

alfiesmum
xx

traceyed1

Hiya
i sent the item last wednesday i posted 2 items on the same day and the other buyer has recieved thiers. It was sent via normal 1st class. The buyer is in Belfast and i do know thier post isnt reliable.

Thanks

StaffsSW

Keep them sweet - if it hasn't arrived after 14 working days, ask them to open a paypal dispute, then refund them straight away.

By them opening a dispute, it will keep a record with paypal should they make a habit of it. It will not count against your seller performance unless it is escalated to a claim.

Once you have refunded them, then you can complete a form P58 from the post office and get a refund up to £39 from the Royal Mail - as long as you have proof of postage.

traceyed1

Thanks Steve for the advice!

Premier_2

Remember that Royal Mail will not consider an item as lost until 15 working days after posting.

I would try and delay any refund until this time has elasped.
Start with suggesting the buyer gives it a week.
Then if not arrived suggest they give it a couple more days.
Then suggest they check their local sorting office in case delivery was attempted whilst they were out and the postie didn't leave a card.
Then tell them you'll check yourself your end.
Then it'll be about 2 weeks after posting and tell the buyer about the 3 week rule.
You can usually get to 3 weeks before providing the refund with careful customer care.

Certainly having posted as recently as Wednesday to Northern Ireland and it not having arrived by this Monday isn't anything to worry about (especially since my postie hasn't even been today yet!)

sharnad

Premier wrote: »

Remember that Royal Mail will not consider an item as lost until 15 working days after posting.

I would try and delay any refund until this time has elasped.
Start with suggesting the buyer gives it a week.
Then if not arrived suggest they give it a couple more days.
Then suggest they check their local sorting office in case delivery was attempted whilst they were out and the postie didn't leave a card.
Then tell them you'll check yourself your end.
Then it'll be about 2 weeks after posting and tell the buyer about the 3 week rule.
You can usually get to 3 weeks before providing the refund with careful customer care.

Certainly having posted as recently as Wednesday to Northern Ireland and it not having arrived by this Monday isn't anything to worry about (especially since my postie hasn't even been today yet!)

Am I the only person that would moan if I was the buyer and a seller did that and I had paid for first class

Premier_2

sharnad wrote: »

Am I the only person that would moan if I was the buyer and a seller did that and I had paid for first class

Probably not, but to be fair there's not a lot a seller can do so long as the seller dispatches the item promptly using the service paid for. After that both buyer & seller are in the hands of the shipper as to how long delivery actually takes.

It needs careful customer care to get the seller to wait 3 weeks, but on the other hand, I'm sure I'm not the only seller who would have their suspicions raised if a buyer was being forceful in demanding a refund before that time.

As a buyer, I don't even contact a seller until at least 7 days after buying, and then I only report that the item hasn't been received but that I'm prepared to wait a few more days. (It gives them the chance to post it if they have forgotten/not got around to it and hopefully come clean to me about their error)

StaffsSW

Premier wrote: »

I'm sure I'm not the only seller who would have their suspicions raised if a buyer was being forceful in demanding a refund before that time.

I agree - nothing more suspicious than someone being pushy, impatient and giving it attitude.

If they think about getting shifty and opening an INR claim with a bit too much hesitation, I'll have no objection to gambling a neg and escalating it to a claim in order to make them wait longer.

The tail does not wag the dog.

StaffsSW

sharnad wrote: »

Am I the only person that would moan if I was the buyer and a seller did that and I had paid for first class

Whether you pay for first, second or standard parcels, it's still 15 days before the RM consider it as lost.

Rebel

I have to admit I would not be prepared to wait 15 working days (about 3 weeks) to get a refund if an item was not received though I do have to also admit its never happened to me personally I would submit an item not received if I didn't get my goods after 14 days. Obviously I would extend that time if it was coming abroad or the seller advised before purchase there would/could be a delay.

All said and done Ebay state goods should be sent within 7 days I believe and an additional 7 days for delivery should be enough.

Whilst the seller has to wait for RM I do not believe the buyer should have to wait an excessive time for something they have paid for and never even seen.