Returned item lost in post - next step?

philly_7

Hi - this is my first post! I've been reading everyones advice on here for a while (so thank you!) but can't find anything to answer this query....

I buy and sell on ebay, and rarely have any problems. Recently I have had a buyer who was unhappy with their purchase, so straight away offered a refund (inc return postage costs) as soon as I had recieved the item. Item was sent on 27th April, however I have still not recieved it. Buyer has sent two messages asking for refund, and have politely explained I am yet to recieve it, and asked whether they could email the tracking number/proof of postage (POP) certificate. Her response was she would send it via RM, as she doesn't know how to do this, however if the POP doesnt turn up, its my responsibility.

I'm not sure where to go from here, so have asked her to send a picture text with it (as a little hesitant it won't turn up!).


Does anyone have any recommendations on how I should have dealt with this/ what my next move should be?

Thanks in advance! Philly

loztiggy

check buyers feedback and see if she has ever sold anything with a photo. That way you can say "well you know when you sold x you used a digital camera to photograph it and then uploaded it to ebay? take a photo of the pop and email it to me. I think they are trying it on.

philly_7

Thanks for the idea - just checked, over 100 feedback, but never sold anything!

macfly

What use would a picture be to you? If I have a return to me, I ask for it to be sent the cheapest way. However if it goes missing I make the claim. For that I need the original pof. Were you just going to refund on proof of return?

philly_7

Tbh I didn't even realise you needed the original POP certificate to make a claim (I've never had to make one). Do you think I should ask her to post the pop at her expense, and if it doesn't arrive just cut my losses and refund her?

Or, ask for the photo, then explain that I need the orinigal to make a claim?

It's only about £15, so not a massive deal, but just don't want to be scammed out of it......

bris

No return, no refund. The chances are the buyer is trying to pull a fast one, it's not your fault is it goes missing in the post and they can claim from RM for the loss.

philly_7

I'm not sure what advice to take. I've been ebaying for 3 years, with over 500, 100% positive feedback, and don't want a neg! I think that if i don't refund I'll just get a neg!

pinkshoes

If you have 500 positives, a neg won't hurt. Just respond to it saying "full refund including return postage cost offered, but buyer didn't return item"

hermum

If it doesn't arrive to you then she can claim from RM with her proof of posting.

loztiggy

you can also ask ebay to consider removing the feedback if she does leave neg.

philly_7

Thanks guys - I'm in completely two minds whether to just cut my losses and refund her right now.
Or tell her to send the pop at her own risk, or she could claim herself.

I know you can ask ebay to remove feedback - do they do this often?