Buyer says I sent an empty envelope??

karenx

Hiya just wondering where I stand with this

I sold an item on ebay in which it clearly said it does not come in its box.

Buyer has just contacted me asking why I sent her an empty envelope? But also at same time opened up a claim for not recieveing the item. In the case the message she left was "all i recieved was an empty envelope" then "item was not in its box"
So she contradicted herself by firstly saying there was no item but then the sentenace after said the item wasnt in its box?

Where do I stand with this? She wants a full refund for not recieveing her item.

But as I sent it recorded delivery they also take note of the weight of the item to get posted so on my receipt it proves I did send it as the weight will tally up? So if the envelope gets weighed then another one of the items it will match to same weight as on my receipt.

So is this a case of the envelope which I had selotape all over it has managed to open en route and the item fallen out?
Or her trying to pull a fast one considering there was no item then the item didnt come in a box??

Thanks!

zenseeker

When she says "Wasn't in box" it is quite concievable that she meant the envelope, people can get confused when filling these things out. Seems to me like it has indeed come open in transit, surprisingly easy to happen. Thing is, you have proof that it was delivered, so I'm sure eBay/PayPal are probably on your side...that said, it would be good of you to assist in a RM claim and refund the buyer once it has been settled

karenx

Thanks. I replied mentioning that I didnt send an empty envelope etc. She replied asking if I just forgot to put it in. But I then replied again saying that couldnt of happened as my receipt backs me up that it was in the envelope.

Should I be the one that contacts royal mail to say my package was damaged in transit and as a result the item has went missing? Or should this be the buyer who does this?
As when an item went missing for me before I contacted the seller who was a registered business they said all they can do is give me the tracking number and I have to contact royal mail

zenseeker

Not sure if there is any official rule on who claims, but I personally used to do it and keep the buyer informed out of a sense of customer service...but that was when items were just missing or damaged, never personally had a problem of an empty envelope. RM would want the packaging to inspect, so it might be easier for them to initiate a claim, so suggest that they grab a form maybe? Ask them to take some photo's of the packaging, and get a close up of the stamp label if possible.

alfiesmum

Hiya,
The person who paid Royal Mail for their service , so that would be you as the seller, is the person they will accept a claim from.

marmitepotato

The person who sent the item is the person with the contract with the courier (whether is Royal Mail or any other company). The business you brought from were in the wrong telling you to contact Royal Mail as they should have done this.

You however, need to contact Royal Mail about your buyers missing item as you are the one with the contract with them. I would ask your byuer for a photo of the envelope which you could use to support your claim because if the envelope was ripped RM usually put it in a bag with a sticker on it.

chancesare_2

Custardy will vouch for RM sorting machines squeezing things out of envelopes.

Ultimately the seller is responsible of getting the item to the buyer, the seller has the contract with RM so he/she is the one to make a claim.

Snakeeyes21

chancesare wrote: »

Custardy will vouch for RM sorting machines squeezing things out of envelopes.

Ultimately the seller is responsible of getting the item to the buyer, the seller has the contract with RM so he/she is the one to make a claim.

I know royal mail works its workers hard but to refer to them as sorting machines is a bit harsh

chancesare_2

Perhaps if they were machines, we wouldn't be in this situation!

Gene_Hunt_2

chancesare wrote: »

Custardy will vouch for RM sorting machines squeezing things out of envelopes.

And the Fraud Investigation Team say there have been more than one thief at the Post Office.;)

Crowqueen

Custardy will defend RM to the hilt - fair enough - but I still remember the Dispatches programme they did a number of years ago which made me panic for a while every time I sent a cheque to someone on eBay...and made me get a Paypal account so no payment went missing.

I spend too much time here on the boards and when I submitted some exam coursework in the autumn by recorded delivery I panicked about whether it would get delivered or not...!!!