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buyer not received item posted by air mail - what should I do?
lovemoneysaving
Posts: 179 Forumite
I sold something on ebay & posted it by air mail to Poland in mid June. Buyer got in touch with me today saying the item hasn't arrived (after more than 1 month). I have the proof of posting. What should I do now?
Do I make a full refund (selling price + p&p) to the buyer? Or does Paypal do the refund?
Can I claim any money back from post office? How does it work?
Your help will be appreciated. Thanks
Do I make a full refund (selling price + p&p) to the buyer? Or does Paypal do the refund?
Can I claim any money back from post office? How does it work?
Your help will be appreciated. Thanks
0
Comments
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Refund the buyer in full via the original payment method - I'm assuming paypal? Then you will need to put in a claim with Royal Mail to get your money back.
Make sure you apologise profusely to the buyer and accept fault to avoid getting a negative.My daughters are my world0 -
emerald_starcat wrote: »Refund the buyer in full via the original payment method - I'm assuming paypal? Then you will need to put in a claim with Royal Mail to get your money back.
Make sure you apologise profusely to the buyer and accept fault to avoid getting a negative.
I totally agree, I always over apologise as it doesn't hurt and more often than not makes the buyer feel sympathetic enough to leave a really nice positive.
OP, I would refund now rather than make the buyer wait any longer and you can use your COP to claim back from RM after 20 working days from despatch.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 -
emerald_starcat wrote: »Refund the buyer in full via the original payment method - I'm assuming paypal? Then you will need to put in a claim with Royal Mail to get your money back.
so full refund from me to the buyer first
and then claim money back from Royal Mail? Would I get sale price & p&p back do you think? or is it just the sale price?
thanks0 -
If the item wasnt tracked, then the buyer might be wise.
They may have received the item, and know that you cannot prove otherwise, and now can apply for a refund.0 -
lovemoneysaving wrote: »so full refund from me to the buyer first
and then claim money back from Royal Mail? Would I get sale price & p&p back do you think? or is it just the sale price?
thanks
You need to refund the whole of the original paymentI’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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