Buyer not received item and opened up a Case

fresh_start

Hi guys,

I sold an item on ebay where i stated "collection only"

The buyer won the item and asked me to post it to them.

This i did a little reluctantly for an extra charge and 2nd class, on Saturday 28/5/11

She emailed me on Monday 6/6/11 asking "where is my item"

On Tuesday 7/6/11 she has opened up a case with ebay, saying that i hadnt responded to her email and wanted a refund.

As i dont check my emails everyday, i think she should have waited a few days before she opened up a case with ebay

Where do i stand, what should i do next?

This is the first time I have had any trouble with a buyer, so its all new territory for me.

Thanks!

fresh_start

Oh, i have just emailed her to tell her when it was posted and that i have a receipt. Also told her i dont access my emails everyday

soolin

fresh_start wrote: »

Oh, i have emailed her to tell her when it was posted and that i have a receipt. Also told her i dont access my emails everyday.

Oh dear, playing the 'I have a receipt' card is never a good idea.

OK, assuming this item was under £46 and your 'receipt' is actually proof of postage then you can claim your loss from Royal Mail assuming the item was eligible. Meanwhile respnd calmly to the dispute and say that you will refund if item hasn't arrived by say saturday (it is still a little early). Then if buyer reports item still hasn't arrived on Saturday just refund their original paypal payment in full. Then after 15 working days use your certificate of posting to start a claim with Royal Mail.

Mrs_justjohn

I am afraid unless you sent it by an online trackable method you will lose this case and the buyer will get a full refund (including P&P). YOu can claim from RM for the 'lost' item.

techspec

When i put collection only - i stick to it now. I don't know why - but going that bit extra and posting it - always seems to end in tears.

I'm sick of people messaging me after the sale too - saying they just missed it - and can we arrange something cos they need it for their 2 year olds' birthday etc etc. There always seems to be a sob story involved - to get you to say yes.

Some ask to collect a 99p item to avoid the 46p postage - and then abuse you when you say no.

I just ignore them all now.

hermum

It could be at their local delivery office, If it's too big to fit through a letterbox. May be worth trying to find the office telephone number & calling to see if it is there, you can then let the buyer know, or ask them whether they would be able to check at the delivery office. Cards aren't always left.

fresh_start

I wished i had stuck to my guns and insisted on collection only, i will be doing that from now on. Had a gut feeling that this would go wrong.

The item, including postage, went for £46.29, so i will have to make a claim with the post office.

She has replied and said that all the items she has bought so far have arrived saftely and that if i sent it recorded delivery then there would have been a tracking number, to be honest her emails are rather curt.

Bit of a cheek really, when the advert clearly said "collection only".

The number of people who asked if i was sure it was collection only, one potential buyer even asked me to drive to where her sister works to drop it off if she was to win it........!!

grrrr.......... ebay numpties

oh well, will have to write if off to a bad experience and make a claim with the PO, and send everything recorded in future

thanks anyway!

hermum

Read all the threads on here about recorded first. Not worth the money.

theonlywayisup

fresh_start wrote: »

The item, including postage, went for £46.29, so i will have to make a claim with the post office.


oh well, will have to write if off to a bad experience and make a claim with the PO, and send everything recorded in future

thanks anyway!

Op you make the claim with Royal Mail not the Post Office. If you go to their website you can download it at home and send it off.

ftp://ftp.royalmail.com/Downloads/public/ctf/rm/Inland_P58_form_English_09.pdf