Not Rec'd

fedupwiththeworry

Hi,

Sent out 2 items recently both by 1st class recorded, one on the 15th and one on the 22nd, the buyers have messaged me to say they haven't recieved their items.

Both show as being in the network for delivery on track & trace.

Question is what's a reasonable amount of time to ask the buyer to wait before offering a refund ?

Also what happens if you refund then later the item comes up as delivered ?

Thx

twotimes

I always say 15 days. This is how long the standard Royal Mail service takes up to. As long as you can demonstrate to your buyer that you are an honest person and it will be sorted eventually then they shouldn't really mind. I know there are lots of highly impatient buyers on this forum who wouldn't wait 15 days though, so it's really up to you.

The fact that your buyers can see that they have been posted on the track and trace should give them some comfort. Have you given them the tracking numbers?

It might also be worthwhile asking them to check at their local sorting office as the postman might not have bothered with a red card if they were out.

fedupwiththeworry

Hi,
Yes I messaged them the tracking numbers on the day they were sent. I asked if it were possible they had been carded but both are adamant they have been in all the time.

Crowqueen

If they are not showing as delivered and the buyers are saying they haven't been delivered, then I wouldn't be making the one posted on the 15th wait too much longer. Unfortunately RD does not insure the items fully or expedite the delivery, it only gives a signature on delivery. Reasonable time varies but almost certainly if the one posted on the 15th doesn't arrive and isn't showing as delivered there's not an awful lot you can do and it's foolish to keep the buyer waiting the full 15 working days, which is three calendar weeks.

I would advise you not to bother with Recorded in the future, as you can see it doesn't even guarantee that the buyer will be made aware there is something to collect; you are insured up to £41 with a proof of posting and it tends to artificially inflate your postage costs. Anything worth more than £41 should be sent Special Delivery.

However, I would ask the one posted on the 22nd to wait a lot longer. It's only been three days.

fedupwiththeworry

Thanks,
I'll see if the 15th one will give it to Monday and if they haven't had it by then I'll refund.
What happens though if after I've refunded an item it later shows as being delivered on Track & Trace ?

gavjbrown

The problem with RD is that quite often it will not show that its been delivered even when it has. Which in some cases can encourage a dishonest buyer to claim the item never arrived.

I'm not suggesting that's what's happened here, just saying its another reason not to use it.

fedupwiththeworry

I've been using RD because I thought it would put off that sort of thing, but lately I've just gone with standard 1st class.

Crowqueen

If you had trouble with INRs in the past, also check things at your end, such as proper addressing, waterproof ink, clear writing and so on. One or two INRs per year, selling a reasonable amount, would be expectable. A lot would indicate issues with your packaging. Only resort to assumptions about the buyer's honesty as a last resort.

fedupwiththeworry

OK update, the item posted on the 22nd arrived today (message from Buyer), the item posted on the 15th I'd agreed with the buyer to refund in full if it didn't turn up today, however before advising me it hadn't arrived they opened an Ebay dispute. Anyway that's bye the bye as I've refunded now as agreed to close the case, however the item has now gone into my awaitng for payment section on my front page. The icons show the payment has been refunded and teh item has been despatched (done via paypal postage).

Is this in case it turns up and they have to pay again ?