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What happens if a buyer doesn't respond to a claim?
thriftymanc
Posts: 787 Forumite
A buyer opened a claim against me because they hadn't received an item 3 working days after it was sent... on eBay there seems to be two claims, one through Paypal as normal and one through eBay itself. Both are status 'buyer action required'. I agreed to a refund but asked the buyer if we could wait a couple of days longer as it had only just been posted and Royal Mail said it can take 5 working days. The buyer agreed, now I haven't heard anything for almost a week. I think the item arrived but the buyer hasn't realised they need to close the claim and are now washing their hands of it (they have very low feedback so think they expect everything to arrive the next day and hadn't opened a claim before!). If they don't do anything, does the claim automatically close in their favour, or mine? There's only a couple of days left on it. I've emailed both eBay and Paypal to ask and had no response from either. I don't want to have my money taken off me if they have actually received the item as I suspect, as I can't claim from Royal Mail for something that was delivered!
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Comments
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A buyer can only escalate it to a full claim seven days after payment so presumably they haven't? If not the notification closes after 20 days (I think it's 20) and then the money is returned to your account. The buyer gets notified just before the time is up, advising them they need to escalate to a claim if they still haven't received the item.0
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If the buyer has started an item not received 'full' claim they do not need to respond and if you can't prove delivery the dispute closes in favour of the buyer. If buyer has receievd the goods then they need to let paypal know and close the claim ASAP.I’m a Forum Ambassador and I support the Forum Team on the eBay, Auctions, Car Boot & Jumble Sales, Boost Your Income, Praise, Vents & Warnings, Overseas Holidays & Travel Planning , UK Holidays, Days Out & Entertainments boards. If you need any help on these boards, do let me know.. Please note that Ambassadors are not moderators. Any posts you spot in breach of the Forum Rules should be reported via the report button, or by emailing forumteam@moneysavingexpert.com.All views are my own and not the official line of MoneySavingExpert.0
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Did you send it by a trackable means? Unless the buyer agrees they have received it that is the only proof you have of delivery. E-bay is just so buyer friendly nowadays if people are a bit 'dodgy' they know they can get away with something like this
If you think you are too small to make a difference, try getting in bed with a mosquito!0 -
I am having exactly the same problem. Buyer has said item not recieved and opened paypal claim. I want to refund but there is no option to do so.0
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Nope just checked, no option there at all0
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