buyer has not received item posted, what do i do?

emlou2009

i am new to selling, please be gentle

i sold a item of baby clothing which i sent 2nd class as per the listing, on 29/09/2009, and the buyer has sent me a message today to ask when they can expect it to arrive! i replied saying the date and time i despatched it and asked if it was possible their area had been affected by postal strikes as far as i know mine hasnt. this was only a few minutes ago so i havent had a reply yet.

obviously its still possible it will turn up for them, but what happens next if it doesnt? how long is it reasonable to wait and see if it does?

xxlaurissaxx

Do you still have the receipt? If so, keep it as proof, so if they try and get their money back, you can show you did post it. xx

emlou2009

i do have the receipt, i posted several things at the same time so there is a list of items that have been posted on there though, and nothing with their address on, does that matter?

shelly

xxlaurissaxx wrote: »

Do you still have the receipt? If so, keep it as proof, so if they try and get their money back, you can show you did post it. xx

Being able to prove that you posted an item means nothing. Unless it's sent tracked and you can prove delivery you will have to refund eventually.

Emlou. Depending on their reply I'd ask them to wait a few more days, maybe even a week (purely because of the RM problems at the moment) Keep it all very nice and polite.
Though if the item fails to turn up at all you should refund them. Its preferable to do it yourself rather than force them to go through paypal.

cyberbob

As shelly said. Don't make them go through Paypal for the refund as not only will you have to refund you will probably get neged to.

Laurissa Proof of postage is just that proof of postage. paypal require proof of delivery. As a seller you are responsible in getting the item to the buyer. If you havent sent it recorded you just refund them and claim for the loss via RM using the proof of postage

lambournlad

emlou2009 wrote: »

i am new to selling, please be gentle

i sold a item of baby clothing which i sent 2nd class as per the listing, on 29/09/2009, and the buyer has sent me a message today to ask when they can expect it to arrive! i replied saying the date and time i despatched it and asked if it was possible their area had been affected by postal strikes as far as i know mine hasnt. this was only a few minutes ago so i havent had a reply yet.

obviously its still possible it will turn up for them, but what happens next if it doesnt? how long is it reasonable to wait and see if it does?

i posted a recorded letter first class on 02/09/09 to bradford from wilts it actually got delivered on the 27/09/09 :eek: these postal strikes are affecting a lot of people so i suspect that is the reason.

jakes-mum

Royal mail wont acknowledge a parcel missing until 14 days have expired so politely inform your buyer of this apologising for the delay. Ask them to contact you again if the item has not appeared after the 14 day period so that you can make a claim for the item from royal mail. Also inform them that royal mail may contact them to verify that the parcel did not arrive before they will refund (i've never had them actually do this but it is on the form). Refund them through paypal if that is how they paid you and send your claim form, a copy of your ebay listing page to show selling price and your reciept off to reclaim your postage and the selling cost (dont forget to keep a copy of the reciept incase your claim goes missing!!) and then claim your ebay fees back through the ebay report a problem link

soolin

jakes-mum wrote: »

Royal mail wont acknowledge a parcel missing until 14 days have expired so politely inform your buyer of this apologising for the delay. Ask them to contact you again if the item has not appeared after the 14 day period so that you can make a claim for the item from royal mail. Also inform them that royal mail may contact them to verify that the parcel did not arrive before they will refund (i've never had them actually do this but it is on the form). Refund them through paypal if that is how they paid you and send your claim form, a copy of your ebay listing page to show selling price and your reciept off to reclaim your postage and the selling cost (dont forget to keep a copy of the reciept incase your claim goes missing!!) and then claim your ebay fees back through the ebay report a problem link

The RM loss period is actually 15 working days (3 weeks) and it is unlikely you will be able to persuade a buyer to wait that long before a refund, although I agree it is worth a try.

cyberbob

soolin wrote: »

The RM loss period is actually 15 working days (3 weeks) and it is unlikely you will be able to persuade a buyer to wait that long before a refund, although I agree it is worth a try.

you'll be lucky to get anyone to wait that long. I know I wouldn't be happy. I normally refund after about 10 days (people will normally wait that long)

emlou2009

ok, thanks everyone. i havent heard from them since their first mail yesterday, and looking at their profile they are a powerseller so i assume they probably know the ins and outs themselves anyway. will wait to hear from them, or not if it turns up which it hopefully will!!

thanks again