Buyer not received item?

moneysavingmumofone

I sold a DVD and the buyer paid on the 17th September. I posted it a few days later and did get proof of postage. The buyer has emailed to say she hasn't received it but I cant find the proof of postage. :rolleyes: Do I just refund and if I find the proof of postage take it up with royal mail? (how do you sort it out with royal mail, I have no idea what you do!) The buyer has also asked for a tracking number, you only get one of those if its recorded don't you? Thanks for any help.

BUSY_MUM_OF_5

you only get tracking with signed for/ special delivery so if you posted standard post you cant track im afraid, if your buyer claims through paypal they will get a refund as you cant prove delivery. proof of postage is not enough for payapal.i think they have you over a barrell im afraid.

soolin

BUSY_MUM_OF_5 wrote: »

you only get tracking with signed for/ special delivery so if you posted standard post you cant track im afraid, if your buyer claims through paypal they will get a refund as you cant prove delivery. proof of postage is not enough for payapal.i think they have you over a barrell im afraid.

Surely though you are not suggesting that if a buyer fails to get their goods that they should just accept the loss?

OP, ask the buyer to wait another day or two due to ongoing strikes by RM and to contact you again say on Thursday. Then refund in full at that point. You do need to find your POP to claim from RM and if you find it come back and post again and we can talk you through a claim.

When you do refund on paypal make sure you refund the original paypal payment received as you get your paypal fees back that way.

moneysavingmumofone

soolin wrote: »

Surely though you are not suggesting that if a buyer fails to get their goods that they should just accept the loss?

OP, ask the buyer to wait another day or two due to ongoing strikes by RM and to contact you again say on Thursday. Then refund in full at that point. You do need to find your POP to claim from RM and if you find it come back and post again and we can talk you through a claim.

When you do refund on paypal make sure you refund the original paypal payment received as you get your paypal fees back that way.

Thankyou for your reply. I already asked her a few days ago to wait a few days and she emailed again this morning so ill refund today. At least its not a huge amount (£7) but still a dent to the budget. Thanks very much for your help.

Thankyou busymumof5 too.

BUSY_MUM_OF_5

i agree the buyer should not accept a loss what i was trying to say that if an item is not sent with tracking then the seller would lose a claim with paypal if the buyer was honest or not,

moneysavingmumofone

Sorry can i have a bit more advice? I can't issue a refund as I've already transferred the money to my bank account. What do i do now?

BUSY_MUM_OF_5

I've never had to do that i'm afraid, so somebody please correct me if i'm wrong, but i'd have thought you could still do a refund as the paypal account is linked to your bank account, but perhaps it will just take a bit longer to process as the money will have to be transferred back from your bank first???

mrcol1000

BUSY_MUM_OF_5 wrote: »

I've never had to do that i'm afraid, so somebody please correct me if i'm wrong, but i'd have thought you could still do a refund as the paypal account is linked to your bank account, but perhaps it will just take a bit longer to process as the money will have to be transferred back from your bank first???

Paypal will just take the money from your paypal account. I guess your be in a negative balance and pursued by paypal for the rest. I would transfer some money into your paypal account to cover the refund as soon as possible. They will freeze your account otherwise. If you can not prove to Paypal the item was sent with an online method of tracking (i.e recorded) they will take the buyers side. Without proof of postage you can not claim from Royal Mail so there is little you can do apart from hope it arrives or comes back to you. Make sure you get the buyer to wait as long as possible before refunding to see if its been delayed but obviously the buyer will want to get a refund a.s.a.p if its not going to turn up.

soolin

moneysavingmumofone wrote: »

Sorry can i have a bit more advice? I can't issue a refund as I've already transferred the money to my bank account. What do i do now?

You need to have the funds in your paypal account before you can refund. Explain this to the buyer and then upload funds from your bank account to paypal. Alternatively sell something quick and fund your paypal that way, or get a friend to transfer money to you and use that.

moneysavingmumofone

BUSY_MUM_OF_5 wrote: »

I've never had to do that i'm afraid, so somebody please correct me if i'm wrong, but i'd have thought you could still do a refund as the paypal account is linked to your bank account, but perhaps it will just take a bit longer to process as the money will have to be transferred back from your bank first???

I thought that too but it wouldn't let me.

mrcol1000 wrote: »

Paypal will just take the money from your paypal account. I guess your be in a negative balance and pursued by paypal for the rest. I would transfer some money into your paypal account to cover the refund as soon as possible. They will freeze your account otherwise. If you can not prove to Paypal the item was sent with an online method of tracking (i.e recorded) they will take the buyers side. Without proof of postage you can not claim from Royal Mail so there is little you can do apart from hope it arrives or comes back to you. Make sure you get the buyer to wait as long as possible before refunding to see if its been delayed but obviously the buyer will want to get a refund a.s.a.p if its not going to turn up.

It wont let me proceed at all, i knew i should've left a bit in there.

soolin wrote: »

You need to have the funds in your paypal aco!!!! before you can refund. Explain this to the buyer and then upload funds from your bank account to paypal. Alternatively sell something quick and fund your paypal that way, or get a friend to transfer money to you and use that.

Thanks soolin, I do have something ending in a day so hopefully they'll pay straight away and I can use that to refund, in the meantime ill upload some funds from my bank account. Hopefully the buyer will understand.

DaveAshton

soolin wrote: »

aco!!!!

Can't help it, this makes me smile every time I see it, Soo :rotfl: