what do you do when?

Anthillmob

someone says the item hasnt been received? its only a 99p pair of sandals plus the postage but they havent arrived after a week, sent 2nd class.

ive asked her to contact me again if they havent arrived by this friday.

in the meantime, if they dont turn up what is the ettiquette. full refund inc postage and packaging refund? or refund on just the item as the p&p has left me out of pocket?

soolin

I'd ask the buyer to wait at least 2 weeks before refunding, just stay reall ypolite an dmost willw ait that long. Then unfortunately you will have to refund the whole of the amount originally paid.

Anthillmob

thanks, including the bit i slap on top for packaging yes?

cheers for your help. it will be 2weeks this thrursday so ive said to give it till friday and then contact me and we will take it from there. i hope shes ok with that, reading her feedback she can be abusive aparently though she hasnt had bad feedback for over a year and they were all when she was the seller.

ive no probs douing a refund i just wasnt sure how much.

soolin

Yes you need to refund the lot but make sure you do it properly though paypal (just hit the refund button on the paypal page).

If you have a certificate of posting you can start a RM claim after 15 working days but you can only claim item cost plus actual postage paid.

nearlyrich

Can you claim from the RM? I always used the proof of postage when sending ebay parcels, you can claim the value of the parcel up to a certain fairly low amount.

mrcol1000

Anthillmob wrote: »

someone says the item hasnt been received? its only a 99p pair of sandals plus the postage but they havent arrived after a week, sent 2nd class.

ive asked her to contact me again if they havent arrived by this friday.

in the meantime, if they dont turn up what is the ettiquette. full refund inc postage and packaging refund? or refund on just the item as the p&p has left me out of pocket?

Just tell them your going to get Royal Mail to investigate its lost (its amazing how many parcels suddenly turn up when you tell people this and fill in a claim form. Although make sure its 15 working days before you do this as even if it arrives on the 15th day they will send it back for being too early.
Then I normally wait a week or two after the claim form has been sent just to make sure it doesn't turn up and then refund the money.
There has been a number of Royal Mail strikes so just make sure its not been delayed and also make a note of their user name as if someone is never getting their parcels then there obviously is a problem they need to take up with their sorting office and I would either block them or insit on them paying extra for recorded.

soolin

mrcol1000 wrote: »

Just tell them your going to get Royal Mail to investigate its lost (its amazing how many parcels suddenly turn up when you tell people this and fill in a claim form. Although make sure its 15 working days before you do this as even if it arrives on the 15th day they will send it back for being too early.
Then I normally wait a week or two after the claim form has been sent just to make sure it doesn't turn up and then refund the money.
There has been a number of Royal Mail strikes so just make sure its not been delayed and also make a note of their user name as if someone is never getting their parcels then there obviously is a problem they need to take up with their sorting office and I would either block them or insit on them paying extra for recorded.

I think there are very few buyers prepared to wait weeks for a refund, the RM claim is absolutely nothing to do with the buyer anyway. If a seller told me I had to wait three weeks and then a further couple of weeks on top of that I would be straight onto a paypal chargeback and my fingers would be itching for a neg as well.

Buyers know they have 45 days to start a chargeback, any seller that tries to push them towards that deadline is going to start looking dodgy.

I tend to trust my buyers having had items fail to arrive here, if I suspected people were scamming for 99p sandals I would probably have to give up on ebay as my nerves wouldn't stand it.

mrcol1000

soolin wrote: »

I think there are very few buyers prepared to wait weeks for a refund, the RM claim is absolutely nothing to do with the buyer anyway. If a seller told me I had to wait three weeks and then a further couple of weeks on top of that I would be straight onto a paypal chargeback and my fingers would be itching for a neg as well.

Buyers know they have 45 days to start a chargeback, any seller that tries to push them towards that deadline is going to start looking dodgy.

I tend to trust my buyers having had items fail to arrive here, if I suspected people were scamming for 99p sandals I would probably have to give up on ebay as my nerves wouldn't stand it.

I disagree. Sellers and buyers both have to put up with dodgy people. Items do get delayed in the post so its only fair to wait and see if an item turns up before refunding.

stitch26

I've always tended to give the refund after a fortnight, if they're a real pain and you think its an attempt to rip you off then add them to the list of people you won't let bid on your items. Had to do this a couple of times, but mainly with people that I had to chase money for weeks.

soolin

mrcol1000 wrote: »

I disagree. Sellers and buyers both have to put up with dodgy people. Items do get delayed in the post so its only fair to wait and see if an item turns up before refunding.

Unfortunately ebay is not fair and as a buyer can open a paypal dispute on day 7 they don't have to wait weeks for sellers to deal with the RM. Also what happens when the seller doesn't get the full amount back, RM usually only pay item cost plus actual postage.

I have never left a neg for a seller because an item failed to arrive, but I did leave a non positive once when one told me that they would only refund me what RM paid them out and expected me to wait weeks to get even that.

StaffsSW

I'm immune to this. I simply put in all of my listings "I'm not responsible for items lost in the post"

Loads of people do it. It must work......

:rolleyes: