As seller, when item doesn't arrive.Questions.

jaycat62

Hi, as the seller one of my items did not arrive, as it was only a DVD it didn't have tracking, and had to be posted with free postage too. I had proof of postage and guided my buyer through contacting paypal.

I have just received an email saying paypal have found the case in the buyer's favour and taken the money out of my account. Another of my buyers emailed me yesterday to ask if I'd posted their package too, so will I lose that case too if it doesn't turn up? Is there any way I can now try to recover the package/s lost? Does paypal always side with the buyer if the seller doesn't have tracking?

Thanks for your help, never had this problem before.

mrcol1000

If you have proof of postage its up to you to claim through Royal Mail for lost items. Unless you can prove to paypal it has been delivered (through a trackable post) then they will side with the buyer.
Moral of the story is always get proof of postage.

jaycat62

Thanks, I have proof of postage, but looking at PO site they also want proof of value of item which I don't always have and the items are not over £35 in value. So it looks as though I can only claim for 0.76p postage. Am I correct?

mrcol1000

jaycat62 wrote: »

Thanks, I have proof of postage, but looking at PO site they also want proof of value of item which I don't always have and the items are not over £35 in value. So it looks as though I can only claim for 0.76p postage. Am I correct?

If the item sold on Ebay you can just send them print out from the Ebay listing. On the claim form you mark that it was an Ebay item. It takes a few months though to get your cheque and make sure you don't send it early as they will return it to you even if they recieve it one day early.

jaycat62

O great, many thanks, I will do that then

StaffsSW

As above, a printout of the ebay sales page, the original paypal transaction and subsequent refund, along with a print of any emails or messages from the buyer stating non-delivery will usually suffice for getting a refund. Fill out a form P58, attach copies of all the documents, send it off, and about 6-8 weeks later you'll get a load of first class stamps in the post.

Items getting lost in the post is an occupational hazard of ebay selling, but from my own experience it is a tiny % of sales, UK sales at least, and I usually absorb the shrinkage, just as a retail shop would absorb any thefts or breakages.

itsnotfair_2

If you regularly sell on ebay you will need to delare to RM it is an Bay sale. Print off ebay listing page, and paypal payment page. You can claim for it's original cost to you (if you can give a catalogue page for instance as an example) or the amount you sold it for. They give whichever is lowest.
You need to copy your proof of posting and receipt and include them too, showing which one is the postage for the item lost.
I have never received stamps back, always a cheque. Tell them you want a cheque if you do.

If you sold it as an item owned by you, claim for the value to you using a price as new as an example.

martindow

itsnotfair wrote: »

If you sold it as an item owned by you, claim for the value to you using a price as new as an example.

RM will not replace new for old. For secondhand or used items you can use the Ebay value.

ethansmum

I was worried about this. I heard that you have to prove the cost of the item, by a reciept. However what happens if it was a car boot purchase, and the replacement value is higher than you paid? Will you refuse to pay you?

Sorry Martindow - is that what you're saying- that you'll get the sale value?
Thanks

mrcol1000

I understood it that if it was Ebay item then Royal Mail will refund the sale price up to the normal limits.

StaffsSW

I've never had a cheque - just loads of stamps.



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