How many days do you wait to refund for lost/delayed item

chemical.galaxy

Seems I have one of 'those' buyers who emailed me after 3 working days with a 'where is my item' and again yesterday, 6 working days, with a stroppy email saying that she would have no choice but to contact ebay and she was very disappointed not to have received the item.
I sent an email to say that I will refund her if it does not arrive soon, very sorry item is delayed, I always refund blah blah. And could she wait until Friday as I am on holiday at the moment.
I sense though that she is a bit of an amateur, and just itching to leave me some bad feedback/stars
How long would you wait before refunding? 6 working days seems a bit soon!
I sent item second class, I offer free post so at least I can't get low stars on postage!

mikey72

chemical.galaxy wrote: »

Seems I have one of 'those' buyers who emailed me after 3 working days with a 'where is my item' and again yesterday, 6 working days, with a stroppy email saying that she would have no choice but to contact ebay and she was very disappointed not to have received the item.
I sent an email to say that I will refund her if it does not arrive soon, very sorry item is delayed, I always refund blah blah. And could she wait until Friday as I am on holiday at the moment.
I sense though that she is a bit of an amateur, and just itching to leave me some bad feedback/stars
How long would you wait before refunding? 6 working days seems a bit soon!
I sent item second class, I offer free post so at least I can't get low stars on postage!

The holiday sounds like a ploy, especially if you can manage to answer her.
Did you answer the first email?

Oliver14

I normally would refund at 10 days. Normally if someone asks where an item is I give the day I will refund on and ask them to wait until then. Normally because they have a timeline they are happy with this.

soolin

I like to get well into the 2nd week so around 12 days in total and although it is very rare that I have anything going astray I haven't had any real problems with asking people to wait that long, some have even waited until 2 full weeks have elapsed. Just keep in touch with them at all times as they know then you are taking it all seriously.

chemical.galaxy

mikey72 wrote: »

The holiday sounds like a ploy, especially if you can manage to answer her.
Did you answer the first email?

Hardly a ploy as I am in touch with her, and have full use of the internet.
I just think 6 working days is a bit soon for her to start threatening me with an INR!
Yes I answered the first email sent on day 3, and I had also sent her a 'personalised' dispatch email on the day I posted the item (although I have my doubts about the reliability of the ebay messaging system)

mikey72

That's why it doesn't sound right.
You answer all the emails, have full use of the internet, but ask her to wait for a refund "as you are on holiday"?
It's just not really relevant.