Need some advice!

CAT-THE-FIFTH

I recently sold an unused phone voucher on Ebay.Even though I advertised recorded postage as an option in the listing decription the buyer still paid for First class standard postage only.
I posted the voucher and guess what? It still has not arrived after ten days.

Now the buyer is asking whether I could give him a refund or go through Paypal to sort it out.

I did suggest he should wait 15 days as this is when a package is "lost" and I cannot contact Royal Mail regarding this matter before this!

I did get a proof of postage and have pictures of the package I posted. Where do I stand and what rights do I have in this matter regarding a refund/paypal??

Sugar_Coated_Owl

If you only posted the item first class then you could refund the buyer and put in a claim with the Royal Mail. With a COP you are covered for up to £32.

I'm guessing as you mentioned PayPal that the buyer paid this way. Unfortunately if the buyer started a dispute then you would lose because you didn't send the item via a trackable method e.g. recorded delivery/signed-for.

soolin

Any insurance would have been for your benefit not the buyers, so offering it as an option is never a good idea. Either include it in the postage charge or self insure.

After 10 days it seems likely that the item has been lost so I personally would refund the buyer in full and reclaim the costs from the RM after waiting the required 15 working days. I'm assuming it is under £32 so will be covered under a COP, although you might just want to double check phone vouchers as many items like tickets and gift vouchers are not covered for loss in standard mail and need to go special delivery..but I can't remember the exact wording now from the RM site.

If you do decide to let the buyer fight this, then you will automatically lose a paypal chargeback as you cannot prove delivery. I always think it best to refund promptly and look like the good guy and end up with positive feedback all round.

CAT-THE-FIFTH

I think I will wait until the 15 days are up as I once received an item after ten days which was posted first class.

The buyer said that he would wait. I rather be certain that the item is lost and not delayed.

soolin

CAT-THE-FIFTH wrote:

I think I will wait until the 15 days are up as I once received an item after ten days which was posted first class.

The buyer said that he would wait. I rather be certain that the item is lost and not delayed.

You are lucky if the buyer is prepared to wait as he can go straight to chargeback now. If he does wait is he expecting you to refund as soon as working day 15 arrives? The claim when submitted (and you have checked that vouchers are covered standard post haven't you?) can easily take another 3 weeks to get back to you. The RM are slow occasionally and last month there were mentions on here that they were taking up to 4 -5 weeks to refund in some cases.

Soo

mishkanorman

I just got a refund from the royal mail in stamps , took them over a month to get it wrong !!

mishka

princessmoneysaver

I don't know if vouchers are covered if sent 1st/2nd/recorded delivery?

soolin

YvonneCrossland wrote:

I don't know if vouchers are covered if sent 1st/2nd/recorded delivery?

I suggested that to the OP as I do have a horrible feeling RM require special delivery for any vouchers, cash or tickets.

I've just done a Google as the RM site is down and I can't be 100% sure but it does look like any vouchers are not covered standard mail even with a COP.

Soo

princessmoneysaver

I'm almost 100% certain it won't be covered, if it was a low value voucher then it wouldn't have been worth sending it Special but I can't see any way you can get your money back from Royal Mail though, sorry.

soolin

In that case I would strongly suggest to the OP that he thinks about refunding promptly with good grace and put this down to experience. There is no point now in making the buyer wait three weeks, it might just irritate the buyer into going for a chargeback which just gets messy.

Soo

CAT-THE-FIFTH

I will refund him when the 15 days are up.

I would have refunded him earlier but I would doubt that most people would be honest enough to tell me if the item had turned up after the refund was given and within the 15 day limit.

I have to make sure as there can be some very dishonest people out there.