Buyer not recieved item

karenx

Sold something on ebay and for delivery I sent it 1st class standard, as it says in the auction.
Posted it on the 5th and the buyer still hasnt recieved it. She is asking for the tracking number to find out where the item is. Told her I didnt send recorded, as stated in the auction, but I did get a proof of postage.
She says she will wait till monday and if she hasnt recieved it she will file an item not recieved by paypal.
What happens then? Never been in this situation before as either a buyer or a sender. Will paypal take her word for it that she hasnt recieved it then give her the money from my account.
Any advice would be great, thanks :cool:

*Scarlett

You should ask your buyer to contact you on Monday as agreed to advise if the item has arrived.

If it has not, you should just refund your buyer voluntarily. You can ask the buyer to repay if it does turn up - may have been held up in postal strikes.

If your buyer goes to paypal, they will refund if you can't provide proof of delivery via on-line tracking and this will count as a dispute on your account.

You can claim from RM after 15 days (or might be 15 working days) using your POP.

You need to keep on friendly terms with your buyer as they may have to assist with the claim with RM.

The buyer seems to have been quite patient as 1st class would not normally take so long.

If you don't have funds in your Paypal you'll need to upload those and that may take another few days. Keep in communication with your buyer.

Unfortunatley if you don't send recorded, you will just have to take the buyer's word that they have not received them item. Hopefully they are an honest buyer and will repay you if it turns up.

karenx

Thanks for the advice! Yes I replied asking her to let me know monday afternoon if it has arrived or not.
So obviously paypal will take her side as I didnt send it recorded? Not really my fault as if she wasnt happy with me just sending it first class she could of requested it getting sent by recorded delivery.
So if I dont have the funds in my paypal will it go into a negative balance and then once money is paid in it will clear the negative? Does that make sence? Or do they just wait till money is in the account then take it out again?

karenx

Just recieved another message stating that she wants me to go to the post office with my proof of postage and ask why the item hasnt been delivered?

custardy

karenx wrote: »

Just recieved another message stating that she wants me to go to the post office with my proof of postage and ask why the item hasnt been delivered?

tell her to get a grip
exactly what does she expect with untracked mail?
best to tell her theres no point and to hold on till Monday

RD travels the exact same way as 1st class so makes NO difference

*Scarlett

Oh dear - I retract the comment about patience on the part of your buyer!

However you'll have to have patience with her. Just let her know that the parcel can't be traced without a tracking number. Apologise (through gritted teeth) and let her know you'll issue a full refund when you have funds in your account.

If she does escalate a claim, and Paypal find in her favour (which they will) your Paypal account will go into a negative balance but hopefully it won't come to this.

Tell her that Paypal allow sellers time to respond to dispute (10 days comes to mind but I'm probably wrong) and if the dispute is filed it will probably delay the refund. Advise her that you are willing to refund but need to upload funds and she has 45 days for any claim so plenty of time.
Hope that made any sense!

cyberbob

karenx wrote: »

if she wasnt happy with me just sending it first class she could of requested it getting sent by recorded delivery.

As the seller you are responsible for getting the item to the buyer. If you want it recorded to prove delivery you should put the costs within your sales. Your buyer has waited 11 days which I think is plenty. You should refund and then use POP to claim via royal mail.

karenx

2 days after she paid she first asked where the item was?

mrcol1000

karenx wrote: »

2 days after she paid she first asked where the item was?

Its all very suspect but without any proof the item was delivered you would never win a dispute with paypal and she must know this. I would block her, refund the money. Then after 15 working days from posting make a claim through Royal Mail. You will need your proof of posting and a print out of your listing. You can fill a form in from the post office or maybe you can get one on-line

pinkshoes

karenx wrote: »

So obviously paypal will take her side as I didnt send it recorded? Not really my fault as if she wasnt happy with me just sending it first class she could of requested it getting sent by recorded delivery.

You're wrong about this.

Sending it recorded is for the benefit of the SELLER, not the buyer.

Why on earth would a buyer pay more for postage when it's not them taking the risk of how/when it arrives?

A seller sending it recorded is eliminating the risk that a buyer can't claim it hasn't arrived when it has.