Buyer getting irate over item lost in post...

li'l_p

Earlier this week (Tuesday) I received an email from a buyer asking me to confirm whether I had posted their item. I replied and said that I had posted the item the previous Friday. I informed the buyer that with it being Bank Holiday to expect delays from Royal Mail as First Class doesn't always mean First Class these days!!! I advised her to wait a day or so to allow for any possible delays.

Later that day I got home and scanned the receipt (proof of posting) into my PC and emailed the buyer, attaching the receipt and informing her 'here's the proof I've posted', in a nice polite friendly tone.

The seller emailed me the following day to state 'had parcel delivery today, but no item from you - PLEASE ADVISE'. I was quite taken aback by the tone of the email as it was literally a single sentence and capital letters, no hi or bye! Plus, I'd already emailed attaching the receipt so now I am at a complete loss as to what more she wants from me.

I'm a 600+ feedback rating and if she looks at my recent transactions she will see that everyone else that recently bought from me has received their goods so it's not like I am in the business of ripping people off. I always get a receipt to prove that I have fulfilled my side of the bargain and out of the 40+ items I sold in this sitting alone, hers is the only one that's gone walkies, which I am also genuinely disappointed over!

I also state in my listing that I cannot accept responsibility for loss or damage once the item is put into the hands of Royal Mail but that I do obtain a receipt as proof of posting... etc, etc.

Subsequently, the item is 2 x VHS videos bought for a couple of quid!

Sorry for the rant, just needed to get it off my chest more than anything and no doubt you guys can offer me some much needed support.

raymond

If you ordered a couple of videos from an online store and paid for them would you just forget about it if they didnt arrive ?

lazymoezy

It should say the weight on the receipt, right? If you did pack the box with the videos the weight would be higher, meaning you didnt have nothing to do with the missing videos. Must have been one of the RM workers. Typical.

rsykes2000

li'l_p wrote:

I also state in my listing that I cannot accept responsibility for loss or damage once the item is put into the hands of Royal Mail but that I do obtain a receipt as proof of posting... etc, etc.

To be honest, you putting that is irrelevant. You should definitely take responsibility to get the items to the person who paid you for them. And if the RM lose or destroy them, it is your responsibility to claim.

Sugar_Coated_Owl

I would email the buyer and say that you understand how annoying it is that the item is yet to arrive but you have posted it. Explain that Royal Mail doesn't class an item as missing until 15 days have passed so there is little that you can do at present. Ask that they let you know if the item arrives in the meantime.

li'l_p wrote:

I also state in my listing that I cannot accept responsibility for loss or damage once the item is put into the hands of Royal Mail but that I do obtain a receipt as proof of posting... etc, etc.

I agree with rsykes2000 You are the one responsible for getting the item to the buyer regardless of what you state in your auction description. The principal of the matter is the the buyer didn't pay to have you post/ship the item. They paid to have it delivered.

li'l_p

Sorry, I forgot to add that I have informed the buyer that I will fill in a claim form from the post office. ...sorry!

I'm not trying to cast off any responsibility or wanting to 'forget it' by any stretch of the imagination!

If I bought from an online shop and didn't receive my goods, of course I'd be gutted and want them to do something about it. I've been in this position both with ebay and from online shops, the difference is that retailers will generally supply a replacement, regardless of whether they believe it's been received or not.

However, I can't supply a replacement , I can provide proof of postage by way of receipt.

Counting_Pennies_2

I agree, I think you will have to take the cost on this one and either refund (without postage) as it isn't your fault or send another.

Apparently you can claim against RM, one of the more seasoned Ebayers may be able to help on this.

I am writing on the envelope 'Proof of Postage' along with the class of post I am sending it by. It is a vain attempt at ensuring the RM workers are aware it has been PoP'd meaning a claim against RM would be made if lost. Hoping this will make them less likely to take it.

jenniferpa

To put it even clearer than rysykes200 : you ARE responsible if the item is lost in the post. As the sender you and only you are able to claim from the Royal Mail, so I suspect what the buyer wants is for you to acknowledge this fact.

Edited: cross posting with everyone else!

li'l_p

razorbladekisses wrote:

You are the one responsible for getting the item to the buyer regardless of what you state in your auction description. The principal of the matter is the the buyer didn't pay to have you post/ship the item. They paid to have it delivered.

The only way you could guarantee delivery to the buyer would be to deliver the item myself which isn't possible!!! Therefore the only other option would be for buyers to pay the appropriate charges to have the item sent trackable method, i.e. recorded. My standard postage rate is Standard First Class for which the buyer was quite happy to select!!!

Sugar_Coated_Owl

Whatever way you choose to send an item to a buyer, YOU are ultimately responsible for ensuring that the item arrives.

The buyer selected First Class Standard perhaps because it was the cheapest and/or only option available. Whatever postage service is used the buyer is paying to have it delivered not posted.

Are you implying that if a buyer pays for an item and chooses First Class Standard then it's their own fault if it doesn't arrive? If so, I think that's an appalling attitude to have as a seller!

annie-c

I agree with Razor - recorded delivery protects the seller more than the buyer. And I agree that it is the seller's responsibility until an item is delivered. I use Recorded for high value items for my own peace of mind, and I am upfront about the costs, so the bidder can decide before bidding. For lower value items I use standard, because I don't expect a buyer to bear the costs for what is essentially my risk. I haven't sold very much so far, and luckily I've had no problems to date, but if a buyer did report an item not received, I would ask them to wait a reasonable time, and then refund. You may not be a 'retailer' in the formal sense but that's what your ebay buyers will expect of you and you have to brace yourself for the odd claim, I'm afraid.